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PdaNet FAQ
Trouble Shootings

What is required to install PdaNet?

PdaNet works on any Handspring Treo PDA phone, the PC part requires Windows XP/2000/ME/98SE. Also make sure you have subscribed to the GPRS service if you are with a GSM network.

How to install PdaNet?

Installation is no brainer: First uninstall previous version of PdaNet if that applies, then download and install the trial version on Windows. That's it. YOU DON'T NEED TO DO ANY SETTINGS!!!

It will ask you to HotSync during the installation process (so that PdaNet.prc will be put on your Treo). To launch the connection everytime simply find the PdaNet icon on your Treo and tap on it (with HotSync cable connected, of course).

How do I upgrade?

First of all you need to uninstall the existing version from your computer. You can do that from Start->Programs->PdaNet->Uninstall PdaNet or by going to Control Panels->Add/Remove Programes.

After you uninstall the old version, visit our website and download the latest trial version then install it on your PC. Do HotSync when you are prompted to. You should not need to enter your registration code again since it should be remembered on your machine.

How would I get charged for using PdaNet?

PdaNet usage is treated as wireless data usage the same as usage from the Blazer browser. Air minutes (phone usage) will not apply.

Different cell phone carriers provide different wireless data plans. As of today (Aug/2003), Sprint provides the PCS Vision plan allowing unlimited data usage for $10 or $15/month (most likely you are already paying this) for Treo 300. T-Mobile has a plan that charges $19 for unlimited access. Other Treo 270/180 service providers (AT&T, Cingular) charge usage by number of bytes downloaded.

If you customize PdaNet to dial your own ISP number (expert users only, won't apply to you if you don't even know what that means) but not the default number provided (#777 or *99***1#), charges will go under different scenarios, click here for more details on customizing PdaNet to dial your own ISP.

After installation when I launch PdaNet I got: "Error 680: There was no dial tone" or "Error 678: There was no answer"

Simply close (do NOT hit "redial") the error dialog and try again after a few seconds, if it is still not working, try to reboot.

If rebooting does not help, then it could be caused by a failed uninstallation and the PdaNet software is trying to bind to the native modem on your PC. First verify that the dialing is bound to the wrong modem: while the dialing is in progress, right click on the "PdaNet Modem" entry in "Network Connections" panel and select "Properties" (you have to do this before closing the dialup error dialog). In the first tab under "Connect Using", if "PdaNet Modem (COM n)" is not checked then that is the cause of the problem.

You can resolve this by uinstalling the device driver of your native modem (from Device Manager), then try to run PdaNet again to make sure it works. Then you can re-install the native modem driver.

Updated! Using Treo 600 GSM (not Sprint!) The dial up progress stops at "Registering your computer on the network" and eventually shows error 734: The PPP link control protocol was terminated.

There could be a few causes for this problem. First of all try to select a different network profile from the drop-down box (above the "Connect" button on Treo) before connecting and see if any of them helps. For example, some T-Mobile users have reported that the default "T-Mobile Internet" profile will give them "734 error", but selecting "T-Mobile VPN" works. This is because GPRS automatically utilizes a "fallback" profile whenever needed, with PdaNet you have to manually set it if the default one does not work.

If all the profiles give you "734 error", some (AT&T) users say they can work around the issue by establishing the network connection before launching PdaNet. You can try it: launch "Prefs" on your Treo, select Network and tap "Connect", make sure the network/GPRS connection is established successfully. Now launch PdaNet and tap the "Connect" button without changing the profile. It will drop the active connection you just established and start the dialing.

The problem could also be caused by a bug in the Treo Firmware, see Firmware and Update for details.

After upgrade to Treo 600 I got "Error 633: The modem (or other connecting device) is already in use or is not configured properly."

You need to uninstall any previous version of PdaNet first before you can start with the installer. To fix this, go to Control Panel->System->Hardware tab->Device Manager button, expand the "Modem" tree and remove whatever items with "PdaNet" in it. Then re-install PdaNet.

After installation when I launch PdaNet I got: "Error 692: Hardware failure in port or attached device" and the PDA screen shows: Received: 22 bytes, Sent: 6 bytes. And my machine is not able to shutdown.

For Treo 270/180, that means you need to upgrade your Palm Desktop software. Follow the next FAQ to upgrade.

When I launch PdaNet I got: "Error 711: A configuration error on this computer is preventing this connection".

Error 711 can be caused by a lot of reasons, mostly related to your machine's case-by-case special configuration. If rebooting the PC does not help, one of the most popular causes is a bug in Windows XP system, this will apply to your case if:
1. You install Service Pack 1 (SP1) for Windows XP, and then use the System Restore feature to restore Windows to a state before the installation of the service pack.
--- Or
2. You install SP1 for Windows XP when Windows XP Home is installed and then you upgrade to Windows XP Professional.
If this is the case, follow instructions on http://support.microsoft.com/default.aspx?scid=kb;en-us;329441 to resolve the issue.

Dialup error 692 or 797 or error 630

If you are seeing the following error when dialing up:

On Windows XP: Error 797: A connection to the remote computer could not be established becase the modem was not found or was busy.
On Windows XP: Error 692: There was a hardware failure in the modem (or other connecting device).
On Windows 2000: Error 797: The connection failed because the modem (or other connecting device) was not found. Please make sure that the modem or other connecting device is installed.
On Windows ME/98SE: Error 630: The modem is not responding properly. Please verify that the modem is plugged in to the computer and to the telephone line.

That might be because you missed the instruction on how to initiate a connection. You are supposed to tap on the PdaNet icon on your Treo screen to begin with instead of launching the dialup connection manually.

I am getting error #773 or #884 on the Treo: "make sure the USB cable is connected and PdaNet Desktop is running". But I have checked the cable and it is connected. What's wrong?

You need to connect your Treo to the same PC that you run the PdaNet installer on. So if you install the software from your desktop and connect the Treo to your laptop, you will receive this error, because PdaNet Desktop is required on your PC. To connnect the Treo to both your desktop and laptop, you need to install twice.

Also, make sure your PdaNet trial period has not expired. If your first installation of PdaNet on this machine is more than 21 days ago, you will not be able to connect unless you reset the trial period or register. Contact us if you need to reset the trial period.

When I try to send email using a mail client such as Outlook Express I got SMTP server error, recieving email seems OK.

PdaNet provides your PC with full Internet access, however your email account is provided by your email service. Some ISP such as EarthLink will only allow you to access the SMTP server (for outgoing mail) if you dial up using their service.

Try to contact your ISP to see if there is an alternative SMTP server you can use which is not private, or you can access web mail through the browser if they provide one. If they don't, maybe it is time to consider a free email service such as Yahoo mail or Hotmail.

Updated! Using Treo 600, the Internet connection has established successfully but after a short period of time it disconnects.

Visit http://www.palmone.com/us/support/downloads/treo/treo_600_updater.html and install the Treo updator if you haven't. There is a bug in the Treo Operating System which should have been fixed.

How do I upgrade my Palm Desktop & Hotsync Mananger software? Do I still need to upgrade if I already have version 4.0.1?

Visit HandSpring Download Site at http://support.handspring.com/esupport/html/downloads_table.jsp and download the latest "Palm Desktop & HotSync Manager" for your model.

Although you might already be using version 4.0.1 which is what we require, Treo 270/180 users may still need to download the latest desktop software from HandSpring web site to avoid the problem stated in previous FAQ. This is because there have been two releases of PdaNet Desktop version 4.0.1 and only the latest one will fix the problem.

To see what version of Palm Desktop software you are currently having, goto the Handspring directory and right click on file HotSync.exe and select Properties. In the version tab you should see at least

PDA error "Unable to open Modem port (code = 28677)" When I launch PdaNet or
PDA shuts the screen off after 3 minutes and disconnect.

PdaNet could not run with the phone lock password set: On Treo 300/270, Press the phone button, tap on menu->Options->Security Preferences, clear all the locks. On Treo 600, tap on the security app in the launcher clear the auto lock.

PDA error "port in use (0x0307)" When I am using PdaNet.

There is a software called Sprint Business Connection installed on your PDA, it is customized to periodically auto-connect to the network in the background, this is causing a conflict with PdaNet. You can change its option to not auto connect to solve the issue.

Whatever software does the auto-connect in the background could result in this problem. A user reported one called IM chatter (www.imchatter.com) the does this trick, for example. Try to turn off the "auto-connect" feature from all of such software if possible.

Treo 600 only: PdaNet on the Treo side gives error: "Unable to open a modem port (code: 775).

The problem comes from a file called "ConnectionMgr50DB.pdb", which has left over settings from your old Treo (such as Treo 270). To correct the problem, following the exact steps below:
1. Perform a hard reset on your Treo 600. (Note: a hard reset will delete all the data on your Treo 600. Be sure to perform a HotSync operation before doing the hard reset.) After performing the reset do not follow the steps in "What to do after a hard reset" or synchronize your device just yet.
2. On your desktop computer, locate your Treo 600 user folder. In this folder, open the Backup folder.
3. In the Backup folder, locate the file named ConnectionMgr50DB.PDB (Note: if you don't see this file, your Internet problems are being caused by something else), delete the file ConnectionMgr50DB.PDB.
4. Perform a HotSync operation to restore your data to your Treo 600.

How to customize PdaNet for Cingular GPRS? I got an authentication error. (This is for Treo 270/180 only, GSM Treo 600 users please upgrade to version 2.52 and you don't need any settings.)

Unlike AT&T and T-Mobile, Cingular users need to customize the user name and password for dial up:

  1. Download and install PdaNet version 2.5.
  2. The installation will create a dial-up entry called "PdaNet Modem (Customized)" for you, check this entry in "PdaNet Settings" dialog box (or the popup menu if you are on version 2.0) from the context menu of the tray icon
  3. When you connect, you will be prompted for user name and password, enter:

    If you use a Treo 600

    If you use a Treo 270
  4. Once you verify that this is working for you, you can save the password and uncheck "Prompt for name and password" and "Prompt for phone number" in the dial up properties, this way the dial up process will be automatic in the future.

How to customize PdaNet for Rogers AT&T Canader GPRS on Treo 270? (This is for Treo 270/180 only, GSM Treo 600 users please upgrade to version 2.52 and you don't need any settings.)

Download and install at least PdaNet version 2.5.

  • The installation will create a dial-up entry called "PdaNet Modem (Customized)" for you, select this entry in the popup menu of the PdaNet tray icon.
  • When you connect, if you get stucked at "Dialing..." dialong, you need to dial a different number, see here on how to find out your carrier specific number
  • When you connect, you will be prompted for user name and password, enter:
    User Name:wapuser1
  • Once you verify that this is working for you, you can save the password and uncheck "Prompt for name and password" and "Prompt for phone number" in the dial up properties, this way the dial up process will be automatic in the future.

    I got a message on my PC prompting me to pick up the handset and dial #777 and then press ok. I got audio message "feature code you entered is not valid".

    The cause of the problem is that you have selected to have "Operator-Assisted Dialing" for some reason. To correct this, go to "Network Dial-up and Connections", under menu "Advanced", uncheck "Operator-Assisted Dialing". Then try to connect again like you did previously.

    Updated! When PdaNet is connecting, it stops at "Registering your computer on the network" and my computer completely freezes

    If you computer did not completely die (if you can still switch to other app), and it eventually give you error 734, this is not for you, click here for solution.

    This problem usually happens on a dual-processor computer and the problem has been fixed in the PdaNet Modem driver. Simply download the latest installer from our website (we have a refreshed build versioned 2.52b which fixes this problem).

    In our previous solution we asked you to download version 2.02, that has been obsoleted.

    I am using Treo 600/270 in a non-US country. Does PdaNet work over non-US GPRS network?

    PdaNet has been enjoyed by users from several countries without little GPRS configurations, a few we know are France (SFR), Ukraine, Belgium, Italy (T-Mobile). If the no-brainer installation failed for your country, PdaNet does allow you to customize the dial-up manually until it works, but you have to find out the GPRS settings specific to your country and carrier (searching the Internet or call technical support might help). There are a few settings you can tweak depending on what errors you are experiencing:

    1. If you are seeing error "Unable to get wireless modem profile (code=7943)" on your PDA, that is because you are not running on an English system. PdaNet looks for a connection named "Wireless Modem" and you have to create one: go to Prefs->Connection->"New..." button, enter Name:"Wireless Modem", Connection Method:"Wireless Modem to Modem" and tap "OK", you need to look for strings in corresponding language except that the name has to be exactly "Wireless Modem".
    2. If you get passed the dialing phase but receive authentication failure (Dial-up error 691 on PC and GPRS error 4049 on PDA), you need to supply user name/password for your dial-up. Go to the Network Prefs on your PDA, use the values in user name and password fields to customized the PdaNet Modem entry. For Treo 600, you can also try to get the user name / password by entering "lon" using the Treo keypad while PdaNet is running.
    3. If the dial-up progress message stops at "Dialing..." for a while before timing out, then maybe your local carrier uses a different phone number than the default one (*99***1#), you need to find out the exact number for your carrier:go to Prefs->Network->"Connect" button, when the connection progress dialog shows up, press the down button on your PDA, you will see a number shows up on the dialog, that is the number you should be dialing for GPRS. Refer to the next FAQ.
    4. Your GPRS network might also require an extra modem init string (for example, to set the APN). You can find it out if you tap on the "Detail..." button on the "Wireless Modem" connection prefs (see 1). If it is "AT+CBST=0,0,1;" then it is same as the default one and you can ignore it. If not you can add it at "PdaNet Modem" properties "Advanced" tab in Control Panel.

    How can I customize the dial-up settings for PdaNet Modem?

    With the latest version 2.5, a dial-up entry called "PdaNet Modem (Customized)" (for Windows98 it is under the "Connection" tab of the Internet Options) is created when you install PdaNet, this entry uses the exact same settings as the default connection for data network except that it allows you to customize it in the dial-up connections folder, such as using a different GPRS phone number (see previous FAQ), specify user name/password for login(see previous FAQ), enabling/disabling file sharing etc.

    After you are done with customization, it is recommended that you uncheck "Prompt for name and password" and "Prompt for phone number". You then select "PdaNet Modem (Customized)" (under dial-up connections in the popup menu of the tray icon) to make it the default dialing entry. The balloon text will still say "Air minutes might apply", simply ignore it if you are dialing the same number as the default one.

    Can I dial-up to my own ISP/RAS using Treo as a wireless modem?

    Yes you can with version 2.5. However it is strongly recommended that you use this feature only if necessary, for example, to access your company's private network. This is because you might incur additional charges for data minutes (not download size) usage from your cellphone carrier if you are not dialing with the default number. For example, if you dial a number different than #777 through Treo 300, Sprint will charge you 39 cents per minute.

    For Treo 600, upgrade to version 3.0 first. Then go to settings->Click Advanced->select the dialup entry you used for your ISP->click OK to save it. Now tap on the PdaNet icon on the Treo side to connect.

    For Treo 300/270, configure the "PdaNet Modem (Customized)" entry to follow the properties of your ISP's dial-up networking entry, but still leave the modem assignment to "PdaNet Modem".

    How much speed can I get off a PdaNet connection?

    The Sprint PCS Vision network allows maximum of 144kbps tranfer speed - twice as fast as a 56k modem. Our benchmark testing and Treo 300 user feedbacks showed that PdaNet could very often achieved this speed in lots of area.

    GPRS service providers for Treo 270/180 or GSM Treo 600 usually boast a maximum 56kbps transfer speed. The actual speed you can get might be much slower than this. In our tests we got very different results on GPRS services when used at different time, sometimes we couldn't get a connection or the browser won't download anything at all. We believe this is caused by network congestions on the GPRS servers and some service providers cann't handle network traffic very well. You can verify this is not a software problem if it ever works fine, or if you have the same problem browsing the web with the Blazer browser on your Treo.

    Also, don't forget you are on a "wireless" network, just like cell phone static, actual signal strength can have a great impact on the connection speed.

    Does PdaNet support Macintosh?

    PdaNet does not run on Macintosh. You can give it a shot on Virtual PC for Mac if you already have it. This might or might not work, and we do not provide any support no matter what problems you run into. Before installing PdaNet make sure that you

    1. Turn off HotSync on Mac by running HotSync Manager and check "Disable HotSync".
    2. Enable USB on Virtual PC.
    3. Install HotSync Manager for Windows (on Virtual PC) and make sure you are able to HotSync.

    Does PdaNet work through an Infrared connection?  If not, is it possible you will add this functionality in the future?

    The latest version of PdaNet does not support IR (Infrared), but it is not difficult for us to add the support in a future upgrade. We are just not sure if IR will really be useful due to the following reasons:

    1. IR is slow compared with USB. From our users testing result PdaNet could run two times faster on USB than on IR. Most IR port on Laptops today support Fast Infrared (FIR) that has a 4 Mbps speed, unfortunately the IR port of Treo only support Serial Infrared (SIR) that runs not much faster than a 56K modem.
    2. Infrared consumes battery much faster than USB (to send light signal over the air), this is very bad for PDAs.
    3. Although Infrared could save you the wire when connecting, but having to put the PDA and laptop strictly together side by side on the same surface could be very awkward. Plus, we figure a USB cable is not difficult to carry around for most people. And you can even do charging at the same time if you own a charge USB cable.
    4. Every machine has USB port. Most desktops don't have IR port.

    I previously purchased PdaNet for my Treo 300, does my license cover Treo 600?

    No it does not. PdaNet for Treo 600 and PdaNet for Treo 300/270 are different products and will be charged and maintained in parallel. The serial number you purchased for PdaNet/Treo 300 will not work on Treo 600 and vice versa. Serial numbers for Treo 300/270 start with either PDANET3000 or PALMNET, serial numbers for Treo 600 start with PDANET6000.

    It would have been great if the original version can be slightly modified to run on Treo 600, but it did not turn out that way. We ended up investing a lot of efforts on creating a product that runs on Treo 600, especially for the USB and GSM.

    How do I register? Why haven't I received my registration code?

    The trial download of PdaNet will expire in 15 days, otherwise is exactly the same as the full version. You need to purchase a registration code matching your name in order to unlock the full version (there is no seperate download after you purchase).

    Before you purchase, first you need to decide which model you want our software to target because PdaNet targeting Treo 300/270 does not run on Treo 600 or vice versa, so be careful about your choice.

    You will receive an order confirmation email within 20 minutes. If you purchase PdaNet from either PalmGear or Handango, allow up to 24 hours for the order receipt email to arrive in your email. If you do not receive your registration email in the above amount of time, please let us know, the spam filter of your email server might be blocking emails from our address!

    To unlock PdaNet after you receive the registration code (might also be called serial number or license code in the email), click on the PdaNet icon in the tray area on Windows (click here if you don't know where the tray icon goes) to bring up the popup menu and select "Register", copy your email address (or name if that was what came in your receipt for older version of the software) and registration code from the order receipt email (has to be exactly as is including spaces) to unlock the full version of PdaNet. Once registration confirmed, the "Register" menu will no longer appear.

    Warning: Please evaluate the trial version to make sure you are happy with it before you purchase! We do not have a refund policy and once the order is confirmed, it could not be undone under any circumstance.

    Warning: Do not try to use a pirate registration code or codes purchased by others. While you are online through PdaNet we could identify pirate usage and verify our licensing database.

    What is your refund policy?

    Since we don't have our own credit card charging system and contract 3-party payment service to do it, we DO NOT have a refund policy. This is presented to you in the agreement page during your purchase process. Any request for a refund for any reason will most likely be ignored or directed to this page.

    The way we try to achieve customer satisfaction is by providing a cost-free, full-feature 15-day trial period so that potential customers can test it and make sure they are satisfied before making the purchase. This is a typical way in shareware industry. Once the license code is sent out to you, it can not be undone.

    If I only purchase one copy of PdaNet, can I install it on multiple machines?

    Although the license agreement mentions that one license only apply to one machine, we do allow you to install the Desktop part of PdaNet on multiple PCs, given that you only install the Treo/PDA part of the software (aka PdaNet.prc) on one PDA. That is, you can use one PDA to connect to as many computers as you want.

    Why some images seem blurry on the web page when browsed through PdaNet?

    The Sprint server you are connecting to tend to compress graphics going through the HTTP port to speed up downloading. You can view the images in full quality simply by refreshing the web page such as pressing Ctrl-F5 in Internet Explorer.

    Can I access my company's VPN through PdaNet?

    If your VPN uses IPSec, this might help: If you are with Sprint, try to look for your VPN client settings and change to do NOT enable Transparent Tunneling (that is, do NOT use IPSec over TCP or UDP/NAT/PAT). We have not tested our software with any VPNs (and there are many versions of them) so we cann't say for sure. Some users reported that it had been working for them but some failed to make it work. You can visit the following post: http://discussion.treocentral.com/tcforum//showthread.php?threadid=34739 and see if you got any luck. But eventually you have to test it out yourself.

    How can I run PdaNet as a background application on my Treo?

    Starting from version 3.0, you can run PdaNet as a background application on your Treo, this allows you to use other apps while keeping the network connection. However you must be aware of the following limitations:
    1. PdaNet still make exclusive use of the phone and USB hardware when running in the background, that means you will get error when using applications that need access to these resources, such as the phone dial pad or HotSync, even PdaReach. You can resolve this by relaunching PdaNet and disconnect first.
    2. This feature is limited by a hardware problem with the Treo 600 hardware, that if you press any keys on the Treo while the USB port is busy transmitting data, the USB connection might be interrupted. The same problem can also be reproduced with HotSync. PdaNet will try to reconnect when this happens.

    Due to these limitations we do not expose this feature on the UI in the current version, you need to press the left arrow key(of the navigation button) twice on your Treo to trigger this.

    What is the deal with Treo 600 Firmware 3.04? Do I need it for PdaNet?

    Updated! Treo 600 updator is available for download officially at PalmOne. This is firmware version 3.05 and is the recommended way for upgrade.

    On Windows XP/2000, PdaNet installation failed with error "Unable to install modem driver".

    Your current Windows account is a regular user or limited user one which does not allow installation of any drivers. You need to login with a different account which has the "Adminstrator" permission in order to install PdaNet. You can still use PdaNet from your limited account after the installation.

    Some other issues

    A very small percentage of users run into some strange issues that we are unable to explain. All we know is that there is most likely something "different" on the users system that is causing a conflict or not setup properly. We are not able to fix these or work around because they rarely happen and we could not reproduce them at all. If you experienced any of the following problems and have a solution, please let us know.

    • PdaNet for Sprint, dialing on the window side returns error 720.
    • PdaNet for Sprint, connection succesfully established but unable to use the Internet.
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