STEVENS CREEK SOFTWARE

Palm Software Support Page

Serial Number Problems? Click here.

For other problems, read on...

This page provides help with the following problems:

• Generic to all software
  • Downloading
  • Unzipping
• Generic to all Palm software
  • Installing software
    • Pictorial guide to installing software from a Windows computer
  • Never got a serial number
  • Entering your serial number
  • Serial number incorrect
  • Conduit installation
  • Conduit usage
• Specific to one piece of software
  • UnDupe
  • PalmPrint
• If this page doesn't help...

Downloading software

Download Palm software products from http://www.stevenscreek.com/palm/dodownload.html
Download The Athlete's Diary for Windows or Macintosh from http://www.stevenscreek.com/demo.shtml
On those pages, you simply click on the file (or files) you want to download.

FAQ:

• What version should I download? There are three different formats of software that you can download (not all formats are available for all our products). The ".ZIP" format is the usual format for downloading files to a Windows machine. "ZIP" has NOTHING to do with a "Zip Disk", it is simply a compressed ("zipped") form of a file which is done to speed download times. If you download this format, you will need an "unzipping" program on your computer (see below). The ".sit.hqx" format is a standard format for downloading files to a Macintosh computer. And finally, the ".exe" format is a "self-extracting ZIP" file provided for Windows users who lack an unzipping program (again, see next section).
• Where did it go? After you download a file, there are two issues. First, your computer can be configured to put the file literally anywhere on the disk. WE CANNOT TELL YOU WHERE IT IS. Both Windows (the "Find File" in the Start Menu) and Macintosh (Find under the File Menu in the Finder) have software built in to their operating system to enable you to find a file. If you don't know how to use that feature, please consult the documentation that came with your computer and/or contact Microsoft or Apple technical support. The second issue is, if you do have to use the "Find" feature because you're not sure where the file went when you downloaded it, what is it called? Again, this depends on your computer configuration. With some setups, the file will be exactly what you downloaded, e.g., "UnDupe.ZIP". In many cases, however, your computer will be configured to "automatically unpack" the file that it has downloaded. In this case, for example, "UnDupe.ZIP" may have already been unpacked and there will be an "UnDupe" folder somewhere on your disk, containing within it the manual ("undupman.htm") and the program itself ("Undupe.prc"). If you aren't sure if your computer has done this unpacking, and you need to do a search, search first for the ".prc" file, and, if that isn't found, for the ".ZIP" or ".sit.hqx" file.
• I lost my password. You do NOT need a password to download software from our web site.
• My system won't allow downloads. Some computers sit behind "firewalls," and if you try to perform a conventional download from the pages listed above, you'll be prevented from doing so. If that's the case, for our Palm software only, we provide an option, which is "emailing yourself" the software. You do this from http://www.stevenscreek.com/palm/mailit.html. Please note: If you email yourself the file and it arrives as "gibberish", this is a problem with the configuration of your email software and/or your Internet service; there is nothing we can do to help you. Again, consult your local computer guru if possible.
• I can't get any of these things to work. If none of these things is successful for you, we can mail you the software on a floppy diskette, but there is a $5.00 charge ($7.00 outside of the U.S.) for that. When you order software directly through Stevens Creek Software, you'll have this option when you order (and we recommend downloading the software BEFORE you order so you'll know if you need to do this). If you order software through another source (e.g., PalmGear HQ), you'll need to place an order for the software through Stevens Creek Software, but make a note in the comment field that this is SHIPPING ONLY.

Unzipping software

If you download a compressed ("zipped" or "stuffed") piece of software, you may need to uncompress (unzip, unstuff, unpack) it. All Macintosh computers sold for many years now include a copy of "Unstuffit", so Macintosh users should already have the software they need. Most Macs will be configured to automatically unstuff downloaded files; if your isn't, then you'll need to run Unstuffit and select the file that you downloaded to unstuff. Windows users aren't as fortunate. Some Windows computers have a copy of an unzipping program (PKUnZip or WinZip) included, some do not. If you DO have one of those programs, and your computer wasn't configured to automatically unzip the downloaded file, you can run the unzip program and select the file to unzip. If you do not have one, you can try obtaining one on the web; one source is http://www.pkware.com/shareware/pkzip_win.html.

If you are unsuccessful at unzipping:

• Consult your local computer guru
• Download the ".exe" (self-extracting) format instead (only available for some products). When you download this version, you simply run (double-click on) the file you downloaded and it will "unpack itself".
• Go to our "email yourself" web page and email yourself the "prc only" file. This option is not available for all programs, and also will require that you read the manual online, since you won't be downloading the manual to your computer.
• When you order the software, request (for an additional fee) that the software be mailed to you on a floppy disk.

Installing Palm software

However you obtained or downloaded the software, you must have a file named XXX.prc to install in your Palm ("XXX" may be "UnDupe" for UnDupe, "PPrint" for PalmPrint, "TAD" for The Athlete's Diary, "Order" for Take An Order!, "OnHand" for On Hand, "SCSPrint" for SCS Print Server", "Timer" for PocketTimer, "RaceBase" for RaceBase, "RaceAnnouncer" for Race Announcer, "AthCalc" for The Athlete's Calculator, "Splits" for SplitTimer, "ZipCoder" for ZipCoder, "Random" for Handy Randy, "AreaCode" for AreaCoder, or "SwimCoach" for SwimCoach.) If you do not have the ".prc" file, you cannot proceed. If you do have the ".prc" file, you can proceed.

The instructions below are our best attempt to explain the installation of software in a Palm. HOWEVER...Palm has changed their desktop user interface, and the exact mechanism for installing software into a Palm unit, several times. We suggest reading the instructions below, but if they don't seem to apply to your system, please consult the documentation that came with your Palm (or equivalent, e.g., Visor, Workpad, Symbol SPT) handheld unit. If you are using some other desktop or HotSync software (e.g., Franklin-Covey, Microsoft, Puma), you will also need to consult the documentation that came with that product as to the method for installing third-party software in your Palm. There is nothing special about Stevens Creek Software products as far as installation in your Palm - they are absolutely "normal" program. So the standard instructions apply.

Here are our capsule summaries of the installation process:

From a Macintosh:

Using MacPac Version 1: Run the program InstallApp. Click on the Select button, set the List Files of Type to All Files, locate and select the file UnDupe.prc, and click Open. Now click on the Install button. The next time you HotSync your Palm, the program will be downloaded.

Using MacPac Version 2: Select the HotSync Manager from the "Instant Palm" menu on the upper right of your menu bar. In the HotSync menu, select Install. Click on the Add To List button. Locate and select the file UnDupe.prc, and click Add File. The next time you HotSync your Palm, the program will be downloaded.

From Windows:

Click here for a complete pictorial guide to installing programs from a Windows computer.

FAQ:

• I can't find the program to install. The Palm documentation implies that programs to be installed should be, or must be, in the "Add-Ons" folder, and when you run the Palm Installer, it opens up to that folder. But your ".prc" program is not necessarily in that folder. You must "navigate" using the "File Open" box which appears and locate the folder (directory) in which the ".prc" file is located in order to select it for intallation. And to do this, you'll want to know where the ".prc" file is before you start the installation process. See the discussion above about "finding files" if you aren't sure about this.
• The program didn't install! There are some reasons why a program won't install, and at least one reason why you might THINK it didn't install when it actually did. See if any of these things seems to apply to you. Also, reading the HotSync Log can be a clue to what went wrong.
  • When you go to the Applications screen on your Palm (on newer Palms, you get here by clicking the "Home" button in the upper-left of the bottom portion of the screen), you don't necessarily see all the programs installed on your Palm. On current Palm units, there are "categories" of applications, and if you are displaying the wrong category, you won't see the program you just installed. Make sure you are in the "All" mode. And on older or newer units, you may need to scroll down to see applications towards the end of the alphabet (e.g., "UnDupe").
  • You didn't do a HotSync. When you go through the installation process, it tells you at the end that the program will be installed the next time you HotSync. Don't forget to do that!
  • You set to install the software in the wrong Palm. Palm desktop software supports multiple handheld units. Even if you only have one unit, sometimes people change the name, and end up with two or more names on the desktop. When you install software, one of the drop-down menus requires that you select the name of the unit on which to install the software. If you had the wrong user name selected, then the software won't be installed on the unit you want.
  • The HotSync process didn't complete. Problems can arise during HotSync which prevent installation. If you think this might be happening, configure the HotSync process (read your Palm or other (e.g., Puma) documentation to learn how to do this) to TURN OFF ALL "conduits" EXCEPT the "Install" conduit. That is, set the Address Book, Date Book, etc. to "Do Nothing". Then go through the installation process and try a HotSync again.
  • You tried to install from a missing disk or CD. It is possible to have the ".prc" file on a floppy disk or CD, and to go through the installation process and set it to install the software from the floppy or CD. But if you then REMOVE the floppy or CD before you do the HotSync, of course HotSync won't be able to find the file and install it.

Never got a serial number

If you think you ordered software from us but never received a serial number, there are several possibilities.

• You never received your order. Even if you received an automated order acknowledgement, "things" do happen on the Internet. There might have been a server crash at just the wrong moment, or someone might have hit a "delete" button accidentally, etc. It's not common, but it certainly can happen.
• You filled out an incorrect email address on your order, so we emailed your serial number to an incorrect address.
• You did everything correctly, and so did we, but our response email containing the serial number was lost in the ether on the way to you.

No matter which of these may have happened, you'll want to email with a brief note about your problem and we'll try to figure out what's going on. If we did receive your order, we'll simply email you your serial number again; if we didn't, we'll let you know you need to place the order again.

Entering your serial number

When your order for software has been processed, you will receive an email containing your serial number. This serial number is not needed to download the software from our web site, and it is not needed to install the software from your desktop into the Palm. The serial number is to be entered into the software on the handheld unit itself once you have installed the software there (see previous section).

You'll find instructions for entering the serial number in the manual(s) which you downloaded (or online). For our two most popular programs, UnDupe and PalmPrint, you start the program (tap on the icon from the Applications window of the Palm) and you'll see the word "*Unlicensed*" in the top right corner of the screen. Tap on "*Unlicensed*", and a window will appear telling you to enter the Serial Number. Enter the number (using Graffiti), then tap on OK. If you enter the number correctly, your software will be licensed and you won't need to enter it again. For many of our other applications, you'll start the program, tap on the "Menu" button (in the lower left corner of the screen), and select the "About" menu. On the information screen which appears you'll see a "License" button. Tap on it, and enter the serial number in the window which appears.

If these instructions do not seem to apply (and there are one or two programs which work differently), the instructions for entering the serial number are found in the manual.

Do not lose your serial number; you may need it in the future. If you store the code in a memo on your Palm, then after you do a HotSync the code will also be in the same memo in your Palm desktop software. Now it doesn't matter what happens to your handheld unit or your PC; you'll always have the information safely stored in two places. If you do lose your serial number, and need it again at some time in the future, email a request to . We do NOT handle these requests by phone. There may also be times when you need to change your user name, either because of problems you had with the unit or because you have upgraded to a new Palm. If so, you must email a request for a serial number replacement to us, and state clearly that this is a replacement (if you purchase an ADDITIONAL Palm, and will be using the software on two units, you need to purchase an additional software license).

Serial number incorrect

If you enter your serial number, and the software says "Incorrect serial number", there are several possibilities. If you need to send us a new user name, or other information, email it to . We do NOT handle these requests by phone.

• Wrong user name. Serial numbers are based on the "Palm user name", also known as the "HotSync name", of the handheld unit on which the software is installed. Sometimes users mistakenly provide their own name, or their email address, or their palm.net user name, or something else. Nothing else will do.To get the User Name, tap on the Applications button, then tap on the HotSync application. If you have a Palm III later, the name appears in the extreme upper right of the same HotSync screen. If you have a PalmPilot (Personal or Professional), the top line of the screen will read, "Welcome, XXX." (where "XXX" is your user name). Please be sure you supply the name to us EXACTLY as it appears, including upper or lower case letters, punctuation, and spaces as appropriate, any difference will make the serial number invalid.
• Accented characters. If you purchase our software through PalmGear, your serial number is mailed out to you by an automated system which doesn't handle accented characters properly. Just send us the correct user name (by email) and we'll handle the situation manually.
• Wrong version. Although we don't do this often, SOMETIMES when we upgrade our software we change the serial number code. If you think the user name is correct, and the software still says you have an incorrect number, you may have an old version of the software. Check on http://www.stevenscreek.com/palm/dodownload.html where the current version of each of our software products is listed. If you don't have the latest version, download it and install it and try your serial number again.

• Download MyName Software (prc file only, no manual)
  • ZIP file (Windows only), 4K
  • .sit.hqx file (Mac), 6K

Conduit installation

Several of our products have "conduits" which transfer information from Palm to desktop and vice-versa. A conduit has to be "installed." We put "installed" in quotes because it really isn't a real software installation, really all that is happening is that the software is informing the Palm HotSync Manager that there is a new conduit that should be activated during each HotSync. Several things can go wrong with the installation process:

• Wrong file name. If you download a ZIP file from our web site, and unpack it with an old (DOS) unzipping program, the names of some of the files can be truncated; if so, the installation process will fail. Read the manual (which you downloaded), check the names of the files referred to in the manual, and, if the files you unzipped have shorter ("8.3") file names, just rename them and try installing the conduit again.
• Old HotSync Manager. Our software is only compatible with Palm HotSync Manager 3.0 or higher. If you are running an older version of HotSync, you can (and should) download (for free) the latest version from the Palm Computing web site.
• Non-standard file structure. Some of the installer programs expect a file named CondMgr.dll to be found in the standard Palm folder (e.g., C:\Palm). If you have reorganized the files, make a copy of CondMgr.dll and put it in the default Palm folder.
• Conduit file not present. The installer programs expect the conduit they are installing (the ".dll" file) to be in the same folder as themselves. If it is not, they will fail.

Conduit usage

Several of our products have "conduits" which transfer information from Palm to desktop and vice-versa. Several things can go wrong with conduit operation. You MUST read the documentation about the HotSync process that is contained in the relevant manual in order to understand how to configure and use HotSync in conjunction with our software - it is NOT self-explanatory nor fully automatic as with standard Palm applications like the Address Book, etc.

The most common problem involves looking in the wrong place for the uploaded information (data coming from the Palm to the desktop), or placing information to be downloaded (from the desktop to the Palm) in the wrong place. You MUST understand where your "HotSync folder" is in order to proceed. On a Windows computer, this file is typically in a folder like C:\Palm\Fred, where "Fred" is the HotSync name of your Palm. However, this is tricky, because if your Palm HotSync name is longer than six letters, the name is truncated. For example, if your HotSync name is "Fred Smith", the file might be named "FredSm". If you have a middle initial it gets more complicated. You can know for sure whether the folder you are looking at is the correct one by looking at the file HotSync.Log, which is the file into which information is written during every HotSync. Once you find the correct folder, it MUST have a file HotSync.Log in it (if it doesn't, you're looking at the wrong folder). Now open that file (use NotePad or WordPad), and check the date and time of the last HotSync. You'll quickly know if this is the right file (and hence the right folder), or whether perhaps it is a folder for some previous Palm HotSync name or some previous installation of software. On a Macintosh computer, the HotSync folder will typically be something like Macintosh HD:Palm:Users:Fred, where "Fred" is the HotSync name of your Palm. Of course you can install the Palm folder anywhere on your hard drive, so the "Macintosh HD:Palm" portion of that name will depend on where you installed the software. Unlike Windows, however, the Mac name of the HotSync folder will always match exactly your Palm HotSync name. Verfiy that this IS the right folder by opening the file HotSync Log and checking the date and time of the last HotSync.

Once you have identified the "HotSync folder", inside that folder you'll find a sub-folder whose name is the name of our software (On Hand, CatScan, Take An Order, Athlete's Diary, or PocketTimer). Now in THAT folder will be the file or files which are used to download information into your Palm and upload information from your Palm.

Once you have identified the correct HotSync Log, if you ever have any problems with the HotSync process using our software, the first thing you should do is to read that file. Our conduits write considerable diagnostic information into that file which may guide you to understand what is happening.

Other common problems:

• User expectations. All of our conduits download information to the Palm from standalone text files on the desktop, and upload information from the Palm back to the desktop as standalone text files. They do not automatically sync this information with any existing desktop software (such as our Athlete's Diary software) in "true Palm HotSync" fashion; you are required to perform that step yourself at the desktop level. Again, PLEASE read the manaul to understand what to expect.
• Files not found. Information to be downloaded to the Palm must be in a file of an EXACTLY SPECIFIED name (see the manual for the product in question for details) in an EXACTLY SPECIFIED folder (see above). There is no alternative provided. If you don't place the right file in the right folder, no information will be transferred to the Palm.
• Incorrect file name. This can be the most subtle problem. With On Hand or Take An Order software, for example, the catalog file to be downloaded to the handheld must be called Catalog.txt. But Windows allows you to configure it so that file extensions (like the ".txt") are not displayed. More than one user has inadvertently created a file named Catalog.txt.txt, looked on screen and seen Catalog.txt and assumed the file was named correctly when it was not. Make SURE you are looking at the FULL name (read your Windows documentation or call Microsoft technical support if you are unsure how to do this).
• Conduit file not found. When you install the conduit, the HotSync manager is told to look for the conduit file (the ".dll" file) in a particular place. If you subsequently move the conduit file, HotSync manager won't find it. If you need to move the conduit, first UNinstall the conduit (read the manual that accompanies our software for instructions), then move it and reinstall it. You also need to exit and restart the HotSync manager for this change to properly take effect.
• Conduit file has become deactivated. When you go to the screen which lets you configure the conduits (see Palm documentation on how to do this), the conduit for our software (e.g., On Hand, Athlete's Diary) must appear. We have seen cases (possibly related to the previous paragraph but unknown) where the conduit simply disappears from the list. If so, you'll need to reinstall it.

UnDupe

FAQ:

• All my duplicates weren't removed. UnDupe finds all records in the four standard Palm databases (Address Book, DateBook, MemoPad, and ToDo list) which are 100% identical and deletes them. If it does not find a duplicate, this means that they are not 100% identical. There are some causes of duplication which can cause minor changes (parentheses vs. square brackets, different categories) which perhaps could be your problem, because UnDupe doesn't consider those identical. Two date book entries with different alarms, two ToDo list entries with different priorities, etc., all these are NOT duplicates and are not eliminated by UnDupe.
• None of my duplicates were removed. Assuming you had "Find and Remove" checked, and assuming that UnDupe informed you that X duplicates were removed, then X duplicates WERE removed, we guarantee it. We do NOT guarantee, however, that everything you consider is a duplicate were removed (see previous item), NOR do we guarantee that the duplicates won't immediately return the next time you HotSync. In most cases, duplication on the Palm is the result of a PROBLEM (caused by Palm, Microsoft, Puma, etc.). UnDupe treats the SYMPTOM, but does not cure the underlying problem, so there is no guarantee duplicates won't return again and again. One thing you can try, after removing duplictes on the Palm, is to set the conduits to "Handheld overwrites desktop" rather than "Synchronize" (although IN PRINCIPLE the latter should be just fine).

PalmPrint

General:

• Printing doesn't work: Users have reported that the following hacks cause problems with PalmPrint: ClockHack, BatteryMonitor Hack v1.6, ScreenWrite. We have not verified any of these problems, so feel free to ignore this warning, but if you do have problems with PalmPrint functioning and you are using any of these hacks, you'll need to disable the hack (and feel free to bug the writer of the hack - a hack should be totally transparent to any application).

Infrared Printing:

• IR Printing fails on a Sony Clie: There is a strange initialization bug on the Clie units. Simply do a "soft reset" (pushing a pin in the reset hole on the back) ONCE and the IR will work correctly from that point on.
• "Test IR Communications" won't find the printer: Make sure you are pointing the IR port of the Palm or Visor at the IR port of the printer, and that you are not too close (less than 4 inches or so can cause problems) and not too far (with most Palms, 18 inches is about the limit; with some new Palms like the IIIc, you can be up to 6 feet away). If communication fails, some printers will take 30 seconds or so to "reset" themselves internally, so don't try too frequently or your efforts will be self-defeating.
• Printing fails partway through: When printing from SOME external applications (e.g., ThinkDB, JFile) on SOME Palm models (e.g., IIIc, Vx), IR printing can start but then fail partway through if you are using version 2.5 or earlier. This problem is fixed in version 2.6, which can be downloaded from our download page.
• Older Palm with added (upgraded) IR: In principle PalmPrint works with older Pilots which have been upgraded with the standard Palm upgrade (which includes IR, more memory, and PalmOS 3.0). However of the handful of people who seem to have problems printing via IR with our software, they ALL seem to have upgraded units rather than newer units. If you have an upgraded unit, we STRONGLY recommend that you download the trial version of PalmPrint and verify that it works on your Pilot and your printer before purchasing the software.
• "Can't open the IR library" message appears: The IR and serial ports of a Palm share some internal circuitry, and both can't be used at once. Some devices (e.g., Omnisky modem, external keyboard like PiloKey) may have the serial port in use and therefore prevent the IR port from being used (which results in this somewhat misleading message). You need to disable the serial device (or, less likely, another piece of software which is using IR) before using the IR port to print.

Cabled Printing - Serial:

• Nothing comes out on my printer: You may need a "null modem" (an inexpensive adapter) which swaps two of the lines in the cable going to the printer. Alternatively, your printer may actually require parallel rather than serial input; unfortunately the same connector (25-pin) is sometimes used for both. Donsult your printer manual or printer manufacturer to be sure.
• Nothing comes out on my printer (Monarch 6015): Make sure the Palm is FIRMLY seated all the way down in the 6015; it must be making firm contact with the connector on the bottom or it won't work.
• Software "hangs" or takes a long time: Make sure the "Use CTS Transmit Flow Control" box on the "More" Configuration screen of the software is UNchecked.
• Characters are skipped on long printouts: Make sure the "Use CTS Transmit Flow Control" box on the "More" Configuration screen of the software is CHECKED.
• Printer prints lines of "@@@@@" or similar gibberish: The baud rate is incorrect. The baud rate in PalmPrint must be set to match your printer, which may be fixed or may be itself configurable (consult your printer manual or printer manufacturer).
• Handspring Visor: PalmPrint version 2.5.x and earlier support only IR printing from the Handspring Visor. A new version, 2.6, is to be released which supports serial printing in SOME circumstances. Check for version 2.6 on our download page; when it's there, the problem will be fixed.

Cabled Printing - Parallel:

• Printer prints nothing: Your baud rate may be incorrect. If your serial-to-parallel cable is a Greenwich GA945PP, the baud rate set in PalmPrint MUST be 57,600; if it is a Greenwich GA945CE9M, it MUST be 9,600. A second possibility is that your printer parallel port is incompatible with a serial-to-parallel cable; this is the case with printers which have "bidirectional" parallel ports, which is the way all "multipurpose" (fax/printer) units are configured.

The Athlete's Diary for Windows and Macintosh...

has a separate support page.

If this page doesn't help...

• Palm Computing support page
• Email To contact Stevens Creek tech support by email, please fill out the form here.
• Fax Stevens Creek tech support at 1-408-366-1954 (but provide an email address for a reply; tech support does not reply by fax)
• For all products except UnDupe, phone Stevens Creek tech support at 408-725-0424 between 9 a.m. and 5 p.m. Pacific time, M-F. Sorry, we cannot provide phone support for UnDupe.