24 x 7 Support

Q:

What is a Device ID and where do I find it?

A:

• The device id is displayed on the unlock screen when you first open the product on your handheld if the product requires an unlock code. Note: Device ID is unique to your handheld device, do not use the Device ID shown on the sample images below or from the Skyscape manual.
  • Please install the Skyscape product(s) on your handheld device first.
  • When you start the program on your handheld device, if a registration screen is displayed on your handheld device you will need to register your software online at http://www.skyscape.com/register or if you installed from a CD you may just need to install the Smartpatch (http://www.skyscape.com/support/Smartpatch.asp)
    NOTE: our installation process will register your serial number and device id online and get the unlock code for you, if you are connected to the internet while installing the product and there is no firewall present.

Q:

How do I verify that my product is unlocked?

A:

1. Open the product
2. Go to the main index of the product
3. Follow steps below according to the device type (Palm® or Pocket PC) that you have.

Palm®

1. Tap on the product title in the upper left of the screen
2. Choose Register
3. If the unlock code is filled in the product is unlocked
4. Tap Done

Pocket PC

1. Tap on the Yellow index icon
2. Tap on Help
3. Tap on Register
4. If the unlock code is filled in the product is unlocked
5. Tap OK

Q:

How do I run Skyscape products from a memory card?

A:

Please click the appropriate link below.

• Palm® Card Support
• Sony Clié Card Support
• Handspring Visor Card Support
• HandEra and TRGPro Card Support
• Using a Card Reader/Writer
• Windows® CE or Pocket PC Card Support

Note that all instructions are written for users of Microsoft Windows®. Macintosh users should perform the same steps, invoking programs from the appropriate Macintosh folder or alias, rather than the Windows® Start menu.

Q:

Are your products supported on all Pocket PC and Windows® CE-based devices?

A:

Yes, provided they run Windows® CE 2.0 - 4.0(see exceptions below)and support ActiveSync®.

• Our products are not supported on devices running Windows® CE .NET OS
• Models that do not support ActiveSync®, such as the Casio BE300, will not work as you can't download the product on such a device.
• Our desktop products are compatible with Tablet PCs.
• Our products are not compatible with Microsoft Smartphones
• iPhone®/iPod touch®/iPad™ is not supported. It is not a Pocket PC although it has PDA features like calendar, contacts and notes.
• Please note that for devices running Windows® CE 2.0, some products cannot be installed on the main memory and need to be installed on the storage card.

A few examples of supported models:

• Casio Models E-10, E-15, E-100, E-125, EM-500
• Compaq/HP iPaq Pocket PC
• Dell Axim Pocket PC
• HP Jornada 500 series Pocket PCs
• HP Jornada 600 series Handheld PCs
• HP Jornada 800 series Handheld PCs
• NEC mobile Pro
• Toshiba Pocket PC
• Viewsonic Pocket PC

Q:

Are your products compatible with Pocket PC Phone Edition device running Microsoft Windows Mobile® 2003?

A:

Q:

Are your products compatible with Microsoft Smartphones?

A:

Q:

Are your products supported on all Palm® OS-based devices?

A:

Yes, provided they run Palm OS® 3.5 or higher. Exception: Skyscape products are not compatible with the PalmOne Zire model since it only has 2MB of memory and no expansion capabilities.

Q:

What files can I move to the memory module of a Palm® handheld?

A:

It is recommended that you move only the main databases to the memory module. If need dictates, however, you can move almost all the files with the following exceptions:

• The notes and personal databases must be in the internal memory
• The reader program (about 150k) must be in the internal memory

Q:

Can I install your products onto my Palm OS® device using a Mac OS?

A:

Yes. You can download a Mac OS version of our software to load onto your Palm OS® device.

In order to use your Tungsten C with Mac OS 9.2 you must download and install the Palm® Desktop for Macintosh version 4.1 at http://www.palm.com/us/support/downloads. The original Desktop software included with the Tungsten C did not have the necessary files to synchronize with Mac OS 9.2. You must use this web download version to use your Tungsten C with Mac OS 9.2.

Q:

Why doesn't my SanDisk SD card work with my Dell Axim?

A:

There is a known conflict with the Dell Axim and some SanDisk 64M, 128M and 256M SD cards.

• My SD card never worked in my Dell Axim.
• It worked for a short period of time and now it gives me a formatting error.
• It works intermittently and is asking to be formatted more and more frequently.

As a solution, SanDisk will replace your SD card with one that will function properly in the Dell Axim. Please click here to fill out the replacement form.

Q:

Will Skyscape products run on all Palm OS® handheld devices?

A:

Skyscape products will run on any handheld device running Palm OS® 3.5 or higher. Skyscape products require 500KB of free space on the main memory in order to run efficiently. Due to this requirement our programs will not run on the Palm® Zire M150, since it only has 2MB total memory, with a installable memory of about 1.8MB.

Q:

What to do if you receive an error regarding the installation or admin tool during installation on a Windows® PC?

A:

Error:
    Product installation tool has encountered an error and needs to close
or:
    Admin tool has encountered an error and will now close.

1. Go to My Computer
2. Go to C:\program files\common files\Skyscape
3. Right click on sscadmin.exe and choose properties
4. Click on the Version tab, the version should be 3.1.0.0 or greater.
5. Delete SSCAdmin.exe
6. Please download the SSCAdmin.exe from the following link http://216.21.136.233/patches/SSCAdmin.exe
7. Choose Save
8. Save to C:\program files\common files\Skyscape.
9. Try to reinstall the product.

Palm® Devices

1. Open your palm® desktop.
2. Click on the install tool button on the left side of the screen.
3. Select your hotsync id from the user drop down menu
4. Click on the add button at the right of the install tool
5. Change the look in field to C:\
6. Double click on the folder labeled Skyscape
7. Double click on the folder for the product (example: Tabers)
8. Double click on the version number folder (example: 6.0.2)
9. Double click on the folder labeled Palm® Install Files
10. Select all of the pdb and prc files by holding down the ctrl on your keyboard and clicking each one of them with your mouse.
11. Click on open in the "open" window
12. If you have a memory stick, then click on the button labeled change destination. Please note that only the pdb files can be loaded to the card, the PRC files must remain on the main memory of the device. (Quick Install Tool | Drag the PDB files to the expansion card). Please see our FAQ for more information regarding installing to expansion memory: http://www.skyscape.com/support/installing_faq.asp
13. Click on "done" in the install tool window (Quick Install Tool | Click the X to close), then provided, the device is in the cradle and the cradle is connected to your pc, push the hotsync button to install the product
14. Tap Reset when prompted on device

Pocket PC Devices

1. Connect your pocket PC to your Windows® Computer
2. Verify it says "connected and synchronized".
3. Open My Computer
4. Go to C:\Skyscape\Product Name (example Tabers)\Version folder (example 6.0.2)\Install
5. Double click on Install.exe to begin installation

Q:

What do you do if I get Error: "Archive Integrity check failed" when trying to install a product on Windows® PC?

A:

Error: "Archive Integrity check failed"
Cause: The download of the installation file, did not complete.

1. Locate .exe on your desktop and delete it. (Example: ARTbeat_palmwin.exe or ARTbeat_ce.exe)
2. Download the Skyscape Product again
3. Save the file to your desktop. Please add your initials to the beginning of the filename (ex: JSArtbeat_palmwin.exe).
4. Once the save is complete, locate the .exe (ex: JSartbeat_palmwin.exe)
5. Double click on the .exe (ex:JSartbeat_palmwin.exe) file and follow the installation steps on your destkop pc.

Q:

How do I remove a Skyscape product from a Pocket PC device?

A:

1. Uninstall Product from Pocket PC
2. Perform a soft reset on your device
3. On your Pocket PC Go to Start | Settings | System | Remove
4. Remove Skyscape ProductName data
5. Remove Skyscape 'ProductName' reader.
6. On your Pocket PC Go to Start | Programs | File Explorer | My Device follow steps below according where you installed the product.
7. MAIN MEMORY INSTALL - Follow these steps
   • Tap on Program files
   • Tap on Skyscape folder
   • Tap on ProductName folder and hold, choose Delete from the menu that appears.
   • Proceed to step 9, but if you have a memory card then follow the steps for Storage card.
8. MEMORY / STORAGE CARD INSTALL - Follow these steps
   • Tap on SD Card or Storage Card or CF card, depending on media type
   • Tap on Skyscape 'ProductName' Data folder and hold, choose Delete from the menu that appears.
   • Tap on Skyscape 'ProductName' Reader folder and hold, choose Delete from the menu that appears.
9. Close out of File Explorer
10. Perform a soft reset on your Pocket PC
11. Connect your Pocket PC to your desktop PC.
12. Verify Active Sync shows connected and synchronized
13. Open Active Sync on your desktop.
14. Click on Explore
15. Go to Tools | Folder Options
16. Go to View Tab
17. Change bullet under Hidden files and Folders to 'Show hidden files and folder'
18. Click OK
19. Double Click on My Pocket PC icon
20. Double Click on Windows folder
21. Go to View and Choose Details
22. Locate ssartworkz.dll and sszlib.dll
23. Delete both ssartworkz.dll and sszlib.dll

Q:

What do I do if I get Error: "The update that you installed was for an older version of Windows Mobile®" when installing a product update on a Pocket PC running Windows Mobile® 2003 Second Edition?

A:

Q:

Upgraded to Tungsten T5 and I am unable to install my products.

A:

Please update the SSCAdmin file on your Windows® desktop pc

1. Download new SSCAdmin from: http://216.21.136.233/patches/Palm/t5/SSCAdmin.exe
2. Save SSCAdmin to this directory C:\Program Files\Common Files\Skyscape
3. Say yes to overwrite existing SSCAdmin
4. Go to Start | Programs | Skyscape | Product | Install to device
5. Press Hotsync button
6. Install screen will appear on desktop PC
7. Choose INTERNAL (this is the flash memory/USB drive on the device). Internal Memory is the device memory (handheld memory). CARD is the expansion memory - SD card

Q:

How do I install products with large databases like Tabers or Stedmans to my Tungsten T5?

A:

We have discovered some issues installing PDB files greater than 7MB to the device memory. You can install your product with a PDB larger than 7MB (ex: Tabers or Stedmans) using the steps below to the INTERNAL memory using either the Palm® File Transfer utility or Drive mode.

Download product:

1. Please download the Skyscape product from the product description page (at: http://www.skyscape.com) or the download link provided on your receipt
2. Save the productname_palmwin.exe file to your desktop.
3. Go to your desktop and double click on the productname_palmwin.exe to launch the installation.
4. Click cancel when it prompts you to choose install, upgrade or trial.

Install PRC files using Quick Install Tool:

1. Open the Quick Install Tool
2. Go to the directory that you installed the Skyscape product from:
   Default is: C:\Skyscape\ProductName
3. Double click on the product folder in the Skyscape folder (Ex: C:\Skyscape\Stedmans)
4. Double click on the version folder (Ex: C:\Skyscape\Stedmans\7.0.4\Palm Install files
5. Go to View menu and choose Details so you get a list of files.
6. Select (CTRL click) only the files ending in PRC, including the product.prc (ex: Stedmans.prc) and the file(s) beginning with Smart and Math (if applicable).
7. Click Open
8. Verify destination is handheld (device memory).
9. Hotsync your device.

Install PDB files to Internal Memory using Drive Mode:

1. Connect Tungsten T5 to sync cable and cable to PC (recommend direct connect to PC, rather than USB hub)
2. Locate Drive Mode icon on Tungsten T5
3. Tap Drive Mode icon
4. Tap Turn Drive Mode on (first time may need to reboot desktop PC or click NO you don't want to reboot)
5. Open My computer
6. INTERNAL Drive should appear, usually listed as INTERNAL drive or may see it as drive letter H: Removable disk.
7. Removable Disk - would be the SD card in the SD slot
8. Navigate to Palm® folder and double click on Palm® folder (If this folder does not exist then create a new folder named Palm®)
9. Double click on Launcher folder (If this folder does not exist then create a new folder named Launcher)
10. Open My Computer and Go to directory where product was installed (ex:C:\Skyscape\Stedmans\7.0.4\Palm Install files)
11. Select only the PDB file(s) (CTRL click to select more than one file at a time).
12. Go to Edit and choose Copy (nothing will happen the files selected in step 11 should now be in your copy buffer).
13. Open another My computer window
14. Go to the INTERNAL DRIVE or H:\Removable disk
15. Double click on Palm® folder
16. Double click on Launcher folder
17. Go to Edit and choose paste - to paste the files from step 11.
18. Turn Drive mode off after paste completes
19. Soft Reset Device
20. Tap on Home on device
21. Locate product icon to open product

Alternatively you can use the Palm® File Transfer Utility that is part of the Palm® Desktop Software installed with your Tungsten T5.

1. Use the Palm® Quick Install tool to install the product PRC and Smart PRC files to device memory as outlined above
2. Connect Tungsten T5 to sync cable and cable to PC (recommend direct connect to PC, rather than USB hub)
3. Go to Start | programs | palmOne | Palm® File Transfer (if the Palm® File Transfer Utility does not recognize that your device is connected - try soft resetting the device and removing then reconnecting the cables (to device and PC)
4. Navigate to Palm® folder and double click on Palm® folder (If this folder does not exist then create a new folder named Palm®)
5. Double click on Launcher folder (If this folder does not exist then create a new folder named Launcher)
6. Go to File | Copy files from PC
7. Go C:\Skyscape\product\version\Palm instal files (ex: C:\Skyscape\Tabers\6.0.6\Palm Install files
8. Select the product pdb (ex: Stedmans.pdb) - CTRL click on each file if there is more than one PDB
9. Click Open button
10. Wait for file transfer to complete
11. NOTE: the File Transfer utility is the only way to view files in the INTERNAL memory. Files installed to INTERNAL memory are not viewable in Info or delete on the device
12. Soft Reset Device

REGISTRATION OF PRODUCT IF PURCHASED
Windows® PC users automated registration:

1. Verify desktop Windows® PC is connected to the Internet
2. Go to Start | Programs | Skyscape | Product name | Register
3. Choose your name from Existing Customer or type your name in New Customer Field. (NEW Customers must register online at http://www.skyscape.com | My Account before proceeding)
4. Enter serial number when prompted
5. Click Next
6. Choose Next device that performs a HotSync® operation.
7. Hotsync® device - the Hotsync process will register the serial number and device id and generate an unlock code.

Manual registration:

1. Open product you installed you will be prompted with an Unlock screen.
2. Write down the Device ID as it is listed on the unlock screen
3. Log onto http://www.skyscape.com/register. If you downloaded the software from this website, logon as existing customer otherwise register as a new customer. It is very important that your email address be current because your unlock code and update information will be emailed to the email address in the Skyscape database. This information is not shared.
4. Enter the unique serial number when prompted (see the back of brochure).
5. Enter device ID when prompted to generate unlock code.
6. Enter Unlock code into handheld unlock screen. Do not use the numbers 0, 1, or 2 (use the letters o, i, or z instead).
7. Tap the Register or Unlock button.

Q:

How do I install products to the INTERNAL or SD expansion memory?

A:

We have discovered some issues installing PDB files greater than 2MB to the device memory. You can install your product PDBs using the steps below to the INTERNAL expansion memory or your SD card using either Drive mode or the Palm® File Transfer utility.

NOTE: If you are installing a Skyscape Constellation the Constellation PRC and PDB must be installed to the device memory. (Ex: RNConstl.pdb and RNConslt.prc must be installed to device memory).

Download product:

1. Please download the Skyscape product from the product description page (at: http://www.skyscape.com) or the download link provided on your receipt
2. Save the productname_palmwin.exe file to your desktop.
3. Go to your desktop and double click on the productname_palmwin.exe to launch the installation.
4. Click cancel when it prompts you to choose install, upgrade or trial.

Install PRC files using Quick Install Tool:

1. Open the Quick Install Tool
2. Go to the directory that you installed the Skyscape product from:
   Default is: C:\Skyscape\ProductName
3. Double click on the product folder in the Skyscape folder (Ex: C:\Skyscape\5MCC5)
4. Double click on the version folder (Ex: C:\Skyscape\5MCC5\7.0.4\Palm Install files
5. Go to View menu and choose Details so you get a list of files.
6. Select (CTRL click) only the files ending in PRC, including the product.prc (ex: 5mcc-2005.prc) and the file(s) beginning with Smart and Math (if applicable).
7. Click Open
8. Verify destination is handheld (device memory).
9. Hotsync your device.

Install PDB files to Internal Memory using Drive Mode:

1. Connect Tungsten T5 to sync cable and cable to PC (recommend direct connect to PC, rather than USB hub)
2. Locate Drive Mode icon on Tungsten T5
3. Tap Drive Mode icon
4. Tap Turn Drive Mode on (first time may need to reboot desktop PC or click NO you don't want to reboot)
5. Open My computer
6. INTERNAL Drive should appear, usually listed as INTERNAL drive or may see it as drive letter H: Removable disk.
7. Removable Disk - would be the SD card in the SD slot
8. Navigate to Palm® folder and double click on Palm® folder (If this folder does not exist then create a new folder named Palm®)
9. Double click on Launcher folder (If this folder does not exist then create a new folder named Launcher)
10. Open My Computer and Go to directory where product was installed (ex:C:\Skyscape\5MCC5\7.0.4\Palm Install files)
11. Select only the PDB file(s) (CTRL click to select more than one file at a time). NOTE: if the product you are installing is available with and without images, then do not select the product-noimg.pdb (ex: 5MCC-2005-noimg.pdb).
12. Go to Edit and choose Copy (nothing will happen the files selected in step 11 should now be in your copy buffer).
13. Open another My computer window
14. Go to the INTERNAL DRIVE or H:\Removable disk
15. Double click on Palm® folder
16. Double click on Launcher folder
17. Go to Edit and choose paste - to paste the files from step 11.
18. Turn Drive mode off after paste completes
19. Tap on Home on device
20. Locate product icon to open product

Alternatively you can use the Palm® File Transfer Utility that is part of the Palm® Desktop Software installed with your Tungsten T5.

1. Use the Palm® Quick Install tool to install the product PRC and Smart PRC files to device memory as outlined above
2. Connect Tungsten T5 to sync cable and cable to PC (recommend direct connect to PC, rather than USB hub)
3. Go to Start | programs | palmOne | Palm® File Transfer (if the Palm® File Transfer Utility does not recognize that your device is connected - try soft resetting the device and removing then reconnecting the cables (to device and PC)
4. Navigate to Palm® folder and double click on Palm® folder (If this folder does not exist then create a new folder named Palm®)
5. Double click on Launcher folder (If this folder does not exist then create a new folder named Launcher)
6. Go to File | Copy files from PC
7. Go C:\Skyscape\product\version\Palm instal files (ex: C:\Skyscape\Tabers\6.0.6\Palm Install files
8. Select the product pdb (ex: 5mcc-2005.pdb) - CTRL click on each file if there is more than one PDB
9. Click Open button
10. Wait for file transfer to complete
11. NOTE: the File Transfer utility is the only way to view files in the INTERNAL memory. Files installed to INTERNAL memory are not viewable in Info or delete on the device

REGISTRATION OF PRODUCT IF PURCHASED
Windows® PC users automated registration:

1. Verify desktop Windows® PC is connected to the Internet
2. Go to Start | Programs | Skyscape | Product name | Register
3. Choose your name from Existing Customer or type your name in New Customer Field. (NEW Customers must register online at http://www.skyscape.com | My Account before proceeding)
4. Enter serial number when prompted
5. Click Next
6. Choose Next device that performs a HotSync® operation.
7. Hotsync® device - the Hotsync process will register the serial number and device id and generate an unlock code.

Manual registration:

1. Open product you installed you will be prompted with an Unlock screen.
2. Write down the Device ID as it is listed on the unlock screen
3. Log onto http://www.skyscape.com/register. If you downloaded the software from this website, logon as existing customer otherwise register as a new customer. It is very important that your email address be current because your unlock code and update information will be emailed to the email address in the Skyscape database. This information is not shared.
4. Enter the unique serial number when prompted (see the back of brochure).
5. Enter device ID when prompted to generate unlock code.
6. Enter Unlock code into handheld unlock screen. Do not use the numbers 0, 1, or 2 (use the letters o, i, or z instead).
7. Tap the Register or Unlock button.

Q:

How do I install products to the INTERNAL or SD expansion memory on a MAC?

A:

We have discovered some issues installing PDB files greater than 2MB to the device memory. You can install your product PDBs using the steps below to the INTERNAL expansion memory or your SD card using either the Palm® File Transfer utility or Drive mode.

NOTE: If you are installing a Skyscape Constellation the Constellation PRC and PDB must be installed to the device memory. (Ex: RNConstl.pdb and RNConslt.prc must be installed to device memory).

1. Download the product.hqx or product.sit from http://www.skyscape.com
2. Save the product.hqx to your computer
3. Depending on how your Stuffit Expander or Equivalent tool is configured the expansion many happen automatically. If not drag and drop the product.hqx/sit onto the Stuffit Expander (or an equivalent tool) to install the product(s) to your Macintosh. If you do not have this tool, it is available for free from http://www.aladdinsys.com.
4. If the Stuffit Expander automatically unstuffed the product.hqx/sit file then you probably will have a product (ex: 5mcc2005) folder on your desktop. If not then the Stuffit Expander should ask you to create a folder, call this folder Skyscape5MCC5
5. Open the Palm® desktop (ex: Click on Go menu | Choose Applications | Choose Palm® | Choose Palm® Desktop - if you didn't install the Palm® desktop into Applications then you won't find it here).
6. Click on the HotSync® pull down menu at the top of the Palm® Desktop software.
7. Choose "Install handheld files" from the menu that appears.
8. Verify the "User id" is the same as your Hotsync ID.
9. Open the 5MCC2005 folder on your desktop - this is the folder created in step 4.
10. Change the view to a list view - click on the icon with 3 lines to change to list view
11. Add only the PRC files ex: 5MCC5.prc, SmartRender.prc, SmartJpeg.prc, Smartprivate, SmartUI.prc and SmartDB.prc, SmartDDB.prc, Smartnet.prc, Smartzlib.prc to the Palm® install tool /Quick Install Tool.
12. HotSync® the Tungsten T5 device
13. Installing the PDBs to Internal Memory using Drive Mode on a MAC:
    1. Connect the T5 device to the MAC directly to USB port, not through a keyboard, monitor or USB hub
    2. Turn Drive Mode "ON" on the Tungsten T5
    3. Open the Finder window on the MAC
    4. You should see a drive "NO Name" this is the INTERNAL memory/160MB drive.
    5. Open the Palm® folder (if this folder does not exist create it)
    6. Open the Launcher folder (if this folder does not exist create it)
    7. Drag/drop the PDBs into the Palm\Launcher folder from the product folder you expanded the product.hqx or product.sit file to see step 4 above

Q:

What do I do if I get a new handheld device?

A:

• If you replace your handheld you must remove the software from the handheld. You can remove the software using the steps outlined here (PALM® / POCKET PC).
• Once you have removed your software you can install your software onto your new device.
  • Windows® PC: Start | Programs | Skyscape | Product | Install on device. Follow the onscreen prompts. If prompted to transfer the license say yes.
  • MAC users you will need to add the Skyscape product Palm® application (PRC) and Palm® database files (PDB) to your Palm® install tool and synchronize your new device.
  • If you do not have the product installed on your desktop computer or you changed platforms then you can download your product by logging into your Skyscape.com | My Account. Click on "View Active or Inactive Registrations" and click on the download link for your product.
• If after installing the product on your new device you are prompted for an unlock code please submit a help request at http://www.skyscape.com/help
  • Complete form
    • Include your serial number(s)
    • New Device id
    • Reason for new device
    • Model of new handheld device
    • You will receive a new unlock code via email. NOTE: if you changed email addresses since your original registration you can update your email address in the Skyscape.com | My Account | Your Profile and Product Preferences section.

Q:

How do I install your products (MedStream) and run SmartUpdate if I have a Firewall?

A:

Please grant the following files access/permission:

The executable files that run for installation and update that need internet access to ensure that registration and SmartUpdate work without issues are as follows (These settings are for both regular products and MedStream products install/update scenarios):

PocketPC case
c:\program files\common files\skyscape\smartupdate.exe
c:\program files\common files\Skyscape\artwork.exe
c:\program files\common files\Skyscape\sscadmin.exe

Palm® case
c:\program files\common files\skyscape\smartupdate.exe
hotsync.exe - where ever it was installed on your computer (Ex: C:\program files\palm or C:\palm or C:\program files\Sony handheld)
c:\program files\common files\Skyscape\artwork.exe
c:\program files\common files\Skyscape\sscadmin.exe

The sites that the above exe's need access to are:
www.skyscape.com
216.97.38.1

Q:

Can I install MedStream free Channels to my Memory card on a Palm OS® device?

A:

The default installation location for MedStream and the free channels (MedWatch, CDC Spotlights, Preventing Chronic Disease and Skyscape Connections) is the internal memory. If you do not have sufficient internal memory and you have expansion memory you will be prompted to install the MedStream free channels to your memory card. If you do not have enough free memory on your main memory and you don't have expansion memory you will not be able to install the MedStream 360°. Paid for Channels (Drug Link and Drug News Weekly) have the option to choose the installation location and the retention on the handheld, this can be done during installation and set in the MedStream 360° preferences in your Skyscape My Account.

Q:

How can I delete Free channels on a Palm OS® device?

A:

If you need to remove channels due to memory. You can try the following. Delete the channel, but the next time there's an update to the Channel MedStream will reinstall the whole Channel. After you've read the content you can delete the channel again until the next time an update is released for the channel.

To Delete a Free Channel (ex: CDC highlights, Medwatch, Skyscape Connections)

1. Open MedStream on your handheld
2. Tap on the Menu icon (located below the Home icon next to your Graffiti pad)
3. Choose delete from the drop down menu that appears
4. Choose the channel you wish to delete. Repeat for all Channels you wish to delete.

Q:

Hotsync operation was interrupted ~ an application on the PC failed to respond to a confirmation query.

A:

IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base: Description of the Microsoft Windows® Registry - http://support.microsoft.com/default.aspx?scid=kb;EN-US;256986

Stop Hotsync Manager

1. Right click on the Hotsync Manager icon in the system tool tray
2. Choose Exit

Edit registry

1. Go to Start | Run
2. Type Regedit | Click OK
3. Export your registry (File | Export | Name file (ex: JoeReg0104) | Click Save
4. Go to the following KEY:
   HKEY_CURRENT_USER\Software\U.S. Robotics\Pilot Desktop
5. Search through the \Application folders to find the Application folder that has
   Name = Conduit
   Data = Artwork
6. Delete \Application folder that has the above data.

7. Go to the following KEY: HKEY_CURRENT_USER\Software\U.S. Robotics\Pilot Desktop\HotSync Manager
8. Search for the Notifier key on the left with Artwork.dll in the data column.
9. Delete Notifier key with artwork.dll

10. Exit Registry
11. Restart Hotsync Manager: Start | Programs | Palm® Desktop | Hotsync Manager.

Q:

My Palm® will not HotSync.

A:

1. Exit the Hotsync Manger on the desktop PC (Right click red/blue icon next to the clock, choose Exit)
2. Perform a soft reset on handheld
3. If another USB port is available, then try hotsync cable in alternate port. If you have a USB hub, try direct connecting the handheld USB cable directly to the desktop PC.
4. Save the disart.exe from this link
   http://216.97.38.1/patches/disart.exe
5. Exit the Hot Sync Manager
6. Double click on the disart.exe to uninstall the Skyscape Artwork Conduit. NOTE the artwork conduit will be reinstalled the next time you install a Skyscape product.
7. Restart Hot Sync Manager (Start | Programs | Palm® Desktop or Sony Handheld | Hotsync Manager.
8. Verify the red/blue hotsync manager icon appears next to your clock on your PC
9. Try to HotSync your device - press hotsync button on cradle/cable.