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Office of the Chief Technology Officer →  Department of Instructional Technology → mClass Reading 3D → Troubleshooting Hot Sync Issues

Troubleshooting Hot Sync Issues

Typically when a Palm does not sync with the mClass website one of the scenarios listed below happens.

  • The hot sync process goes by quickly
  • The hot sync process takes a while or gets stuck during the process
  • The Palm reports errors during the hot sync process

Follow the steps to below to resolve hot sync issues.

If the Hot Sync Process Goes by Quickly

 

If the hot sync process goes by quickly, there is usually an issue with the user's computer login or the computer. To resolve this issue try the following:

  1. Login to another computer and hot sync. If this works then there is an issue with the computer. To fix this issue contact the Help Desk or have the ITSS at your school fix the specified computer.
  2. If the step above does not work, find a computer in the school where a teacher has been able to successfully sync. Log on to this computer and keep Outlook closed when you hot sync. At some point in the sync process you will be asked choose a profile (or put in a username/password). When this happens, click the Cancel button on the profile or username/password screen. At the end of the hot sync process the computer will notify you that there were errors in the process. This error means that the Palm did not sync with Outlook. This is normal and is expected since Outlook should have been closed for this hot sync.
  3. If this resolved the issue, this means there is something wrong with the user's computer login. Contact the Help Desk or the ITSS at your school to further resolve this issue.

 

If the Hot Sync Process Takes a While or Gets Stuck During the Process

If the hot sync process takes a while or gets stuck during the process, there is usually something wrong with the user's Outlook profile. The normal sync process can last up to 15 minutes. If the hot sync process is longer than 15 minutes check the mClass website to see if student data has transferred, then try one of the following:

If student data has not transferred to the mClass website, follow the steps below: 

  1. Navigate to the My Documents Folder > Palm Folder > Username (Your Username Folder) > Install Folder
    • If there is nothing in the folder, hot sync your Palm and you will not lose data.  Note: It would be a good idea to check any username folder contained in the Palm folder. 
     
  2. If there is anything in this folder, delete these items.
  3. Hot sync your Palm
  4. Check the mClass website to verify that student has transferred from the Palm to the website.

If student data has transferred to the mClass website, follow the steps below: 

  1. Navigate to the My Documents Folder > Palm Folder > Username (your username folder) and delete the entire folder.
  2. Perform the L.5 procedure on the Palm.  (This will force the computer to create a new account at the beginning of the next hot sync.)
  3. To perform the L.5 procedure, go to the memo on your palm and open a new memo.  Using the writing area, do a cursive lowercase L, followed by a period and then the number 5.  If done correctly, it will disappear from the memo.  Click here for L.5 directions.
  4. Hot sync the Palm two times.  During the first hot sync, the computer will ask you to either pick a user or create a new one.  Create a new user with a different username.  For example, instead of say mcnavagr use mcnavagr1.
  5. Check the mClass website to verify that student has transferred from the Palm to the website.

If a teacher tested students on the Palm after getting an interrupted hot synch without resolving the issue, follow the steps below: 

  1. Navigate to the My Documents Folder > Palm Folder > Username (your username folder) and delete the entire folder. 
  2. Hot synch the Palm and check mClass website for student data, if the data transferred then proceed with the next direction.
  3. Perform the L.5 procedure on the Palm.  (This will force the computer to create a new account at the beginning of the next hot sync.)
  4. To perform the L.5 procedure, go to the memo on your palm and open a new memo.  Using the writing area, do a cursive lowercase L, followed by a period and then the number 5.  If done correctly, it will disappear from the memo.  Click here for L.5 directions.
  5. Hot sync the Palm two times.  During the first hot sync, the computer will ask you to either pick a user or create a new one.  Create a new user with a different username.  For example, instead of say mcnavagr use mcnavagr1.
  6. Check the mClass website to verify that student has transferred from the Palm to the website.

 

If the Palm Reports Errors During the Hot Sync Process

If the Palm reports errors during the hot sync process, click here.