DocID: 13623 - Each time I do a HotSync, it freezes or hangs during Documents To Go. I also have problems opening Documents To Go on the desktop, adding files, and/or uninstalling it from the desktop.

Each time I do a HotSync, it freezes or hangs during Documents To Go. I also have problems opening Documents To Go on the desktop, adding files, and/or uninstalling it from the desktop.

Document ID: 13623 << Back

Last Reviewed: 4/15/2008
This document applies to:
Documents To Go Premium Win 11.0
Documents To Go Standard Win 11.0
Documents To Go Premium Win 10.0
Documents To Go Professional Win 10.0
Documents To Go Standard Win 10.0
Documents To Go Premium Win 9.0
Documents To Go Standard Win 9.0
Documents To Go Premium Win 8.0
Documents To Go Professional Win 8.0
Documents To Go Standard Win 8.0
Documents To Go Premium Win 7.0
Documents To Go Professional Win 7.0
Documents To Go Standard Win 7.0

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Problem:

Each time I do a HotSync, it freezes or hangs during Documents To Go. I also have problems opening Documents To Go on the desktop, adding files, and/or uninstalling it from the desktop.

Symptoms:

The problem is related to the HotSync Manager registry settings. The main symptoms usually include the following:

The HotSync progress crashes or freezes at Documents To Go.
Trying to open Documents To Go on the computer causes various errors, or it does not launch at all.
The progress bar freezes when trying to install or uninstall Documents To Go on the computer.

Each of those problems may happen for different reasons, but if you are experiencing at least 2 of those 3 symptoms, it is most likely because of the problem with the HotSync Manager registry settings. Some customers have also reported the following symptoms in conjunction with the overall issue:

Trying to change the Documents To Go conduit causes "Error accessing Documents To Go user information. You must first open the Documents To Go application and select your Palm user name." However, the Documents To Go application on the computer cannot be opened.
Trying to add any file to Documents To Go causes random error messages on the computer.
Other odd behavior occurs during a HotSync.

Not everyone will have these exact same symptoms or errors. This issue seems to happen a bit differently for each person who experiences it.

Solution:

You will need to rebuild your Windows Registry entries for HotSync Manager. Continue with the procedure below.

To rebuild the HotSync Manager registry settings, you will need to uninstall and reinstall the Palm Desktop software. To completely remove Palm software from your computer, including the Palm Desktop and HotSync Manager from your computer, perform a normal uninstall of the software and then remove the Palm software entries in the Windows Registry.

Close all open windows and applications.
Click Start in the bottom left corner of your screen.
Select Settings, then Control Panel.
Double click the Add/Remove Programs icon.
Scroll down and select Palm Desktop, palmOne, or Palm.
Click the Add/Remove button and Palm Desktop should uninstall.
Scroll up and select Documents To Go.
Click the Add/Remove button and Documents To Go should now uninstall.

Verify that both Palm Desktop, and Documents To Go, have both been removed from Add/Remove Programs.

To remove Palm Desktop and HotSync Manager registry entries, follow the instructions below.

Warning: This article includes instructions for modifying the Windows registry. Before you so this, make sure to back up the registry, and make sure that you understand how to restore the registry if a problem occurs. See Microsoft Knowledge Base article 256986 for more information. Steps 4-7 are optional, and are for your safety.

Shut down any open windows or applications.
Click on the Start menu, then select Run.
Type in regedit and click OK.
Click on the File menu, and select Export.
Set the directory where you are saving the registry file to your Desktop.
Type in any name for the file, and make sure All is selected.
Click SAVE, and verify that it has created a backup file on your desktop.
Press the plus sign next to the "HKEY_CURRENT_USER".
Press the plus sign next to "Software".
Find a folder called "U.S. Robotics".
Right click the "U.S. Robotics" folder and select Delete.
Close the Registry Editor window.

Remember to restart your computer to ensure that the changes take effect.

When your computer has restarted, install Palm Desktop software from the original CD by following the procedure below.

Exit any open programs, including those that run automatically at startup (such as Microsoft Office) and virus-scanning software.
Insert the Palm Desktop CD-ROM into the CD-ROM drive.
Note: If installation does not begin, click the Windows Start button, choose Run, then enter d:\autorun.exe, and click OK. If necessary, replace D: with the appropriate CD-ROM drive letter assigned.
Follow the onscreen instructions to complete the installation. During the installation, you may be asked to connect your handheld to the HotSync cradle.
Perform a HotSync operation.
Complete the Palm Desktop installation.

Once the Palm Desktop software is installed and you can successfully sync with your handheld, you can reinstall Documents To Go. You can download the installer from the DataViz download site:

DataViz Download Site

If you have any other 3rd party software which syncs with your handheld, you may need to reinstall it as well. Please install one program at a time and make sure each one works before installing the next one.

NOTE: The steps above are provided by Palm, Inc, regarding how to rebuild HotSync Manager registry settings. Walkthroughs for these steps are not available with a DataViz Tech Support Rep.

The steps from Palm are found at the bottom of this Solution ID:

http://www.palm.com/cgi-bin/cso_kbURL.cgi?ID=1005