After upgrading Documents To Go, I receive an error that says "Documents To Go has detected that a previous version of Documents To Go is installed".
| Document ID: 13421 |
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| Last Reviewed: 2/23/2009
This document applies to:
Documents To Go Premium Mac 11.0
Documents To Go Premium Win 11.0
Documents To Go Standard Win 11.0
Documents To Go Premium Mac 10.0
Documents To Go Premium Win 10.0
Documents To Go Professional Mac 10.0
Documents To Go Professional Win 10.0
Documents To Go Standard Mac 10.0
Documents To Go Standard Win 10.0
Documents To Go Premium Mac 9.0
Documents To Go Premium Win 9.0
Documents To Go Standard Mac 9.0
Documents To Go Standard Win 9.0
Documents To Go Premium Mac 8.0
Documents To Go Premium Win 8.0
Documents To Go Professional Mac 8.0
Documents To Go Professional Win 8.0
Documents To Go Standard Mac 8.0
Documents To Go Standard Win 8.0
Documents To Go Premium Mac 7.0
Documents To Go Premium Win 7.0
Documents To Go Professional Mac 7.0
Documents To Go Professional Win 7.0
Documents To Go Standard Mac 7.0
Documents To Go Standard Win 7.0
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Problem:
After upgrading Documents To Go, I receive an error that says "Documents To Go has detected that a previous version of Documents To Go is installed".
Solution:
NOTE: If you do not synchronize your handheld with Documents To Go on a computer, CLICK HERE for the "Over The Air (OTA) Solution".
This problem may happen for different reasons. To fix it, follow the steps below. (NOTE: This procedure will delete documents that are not stored on an expansion card. If you have edited any document on the handheld but have not synchronized those changes to the computer, you should move those files to a memory card before following the steps below.)
- Save the following file to your computer: DataViz Tech Tool
- Double-click the dataviztech.prc file to add it to the install tool.
- Close the install tool, then HotSync your handheld.
- Open the new DatavizTech application on your handheld.
- Tap the button for Uninstall Documents To Go (then tap Yes).
- Soft-reset your handheld by using the small hole on the back/bottom of the device (Treo users may need to remove and reinsert the battery if no reset hole is available).
- Go to the "Home" screen (which shows all the handheld applications) and look for the Documents application (you will only see it if Documents To Go is on the ROM of your handheld).
- Click the appropriate link below and follow the steps provided:
CLICK HERE if you DO see the Documents application after the uninstall
CLICK HERE if you do NOT see the Documents application after the uninstall
If you DO see the Documents application after the uninstall:
This is the version of Documents To Go that came bundled with your handheld. Compare its version to Documents To Go on the computer. To find the exact version, open the Documents application on the handheld, tap the upper-left corner of the screen to view the menu, and go to Options > About Documents To Go. In the window that appears, find the exact version number and write it down. Now open Documents To Go on your computer and find the version at the bottom. Compare it to the version on the handheld.
If the versions match, the problem should now be solved. If the versions do not match, follow the appropriate set of steps below:
If the version on the computer is higher:
You need to reinstall Documents To Go to your handheld. Open Documents To Go on your computer, select the correct Palm username at the top, and reinstall the handheld applications:
Windows - Select Tools > Reinstall Handheld Applications
Macintosh - Select Documents To Go > Reinstall Handheld Applications
Click 'OK' or 'Continue' until you are back to the main Documents To Go window. HotSync your handheld, and then the problem should be solved.
If the version on the handheld is higher:
You need to reinstall Documents To Go on your computer. Go to the DataViz download site, log in if necessary, find the version that matches your handheld, and click the "Click to download software" link. (NOTE: If you do not see a "Click here to download software" link, select the "Click for download maintenance options" link and follow the steps there before continuing.)
On the download screen, choose the appropriate download link and save the installer file to the Desktop. Once the download is complete, open the installer program to start the installation, and follow the on-screen steps. After the installation, the problem should be solved.
If you do NOT see the Documents application after the uninstall:
You need to reinstall Documents To Go to your handheld. Open Documents To Go on your computer, select the correct Palm username at the top, and reinstall the handheld applications:
Windows - Select Tools > Reinstall Handheld Applications
Macintosh - Select Documents To Go > Reinstall Handheld Applications
Click 'OK' or 'Continue' until you are back to the main Documents To Go window. HotSync your handheld, and then the problem should be solved.
NOTE: If you need to reinstall or update Documents To Go on the computer, you can download the installer from the DataViz download site.
Over The Air (OTA) Solution
NOTE: This section only applies to the Premium and Professional Editions of Documents To Go 7 and higher.
First, you will need to retrieve your registration number for Documents To Go. To find it, open Documents To Go on your handheld, tap "DataViz Documents To Go" in the upper-left corner, and go to Options > Registration Info. Write down the registration number shown there, and then follow these steps:
- Open the web browser on your handheld and go to http://www.dataviz.com (it should redirect you to http://www.dataviz.com/handheld).
- Scroll down to the bottom of the "Product Area" page and select the link for "View My Software" or "My Products".
- Log in with your last name & registration number if prompted to do so.
- On the "Your Registered Products" page, scroll down and select the link for "Click to download software".
- NOTE: If you do not see the "download software" link, select the "Click for download maintenance options" link and follow the steps there before continuing.
- On the next page, select the download link, then tap Yes when prompted to download the file.
- Select "Save" or "Save and open" when prompted.
- Once the download completes, tap Yes to accept the file into Applications.
- If it does not open automatically, find the new application (GetDocs9, GetDocs10, GetDocs11, etc) and open it.
- NOTE: If you have an older version of the "GetDocs_" application, you will need to delete it from the handheld before opening the new one.
- Follow the prompts to complete installation.
After the download and installation are complete, you should be able to open Documents To Go on the handheld and view your documents.
