You have several options available to you to solve problems if they occur. Technical support options and troubleshooting tips are provided here.

Before Calling Field Support...

Field Support Specialists are always eager to help you solve problems, however it is a good idea to check the following items before you call Field Support.

• Charge your eKEY as described earlier in this guide. Make sure all the connections between the eKEY, Cradle, power source, and phone line are secure. Make sure the eKEY is seated properly in the eKEY Cradle.
• Perform a reset on the eKEY Cradle by inserting a paper clip into the reset hole in the bottom of the eKEY Cradle.
• If your eKEY is not updated, perform a manual eSYNC.
• If a function fails, verify you are entering the correct code and repeat the function.

The following tips may help you resolve a problem before you have to contact Field Support or your KeyBox office.

KeyBox container will not open

If the KeyBox does not release the key container, you may have tried to access the Box before or after timed access hours. Contact the KeyBox owner for access hours. If it is your KeyBox, you can reset it for 24-hour access.

KeyBox shackle will not release

If the shackle does not release, verify that you have entered the correct shackle code and try again. You should also lift up on the KeyBox to relieve pressure on the shackle.

Key container will not close

Check to see if the listing keys are blocking movement of the key container. If nothing seems to be preventing the container from closing, do not force it. Take the KeyBox to your KeyBox office for service.

Code: forgotten or lost

If you forget a KeyBox code, select one of the following options:

• If you set up KeyBox information in the Assignments Maintenance screen, a listing of your KeyBoxes, and their related codes, is provided. Log on to the agent website to view KeyBox information.
• If you have not completed the KeyBox setup in the Assignment screen, call your KeyBox office for service.

Bad code time-out

When you enter ten incorrect codes within a 10-minute period, a buzz tone sounds and your eKEY times out for 10 minutes. At the end of this time period, the Key self-activates and is again ready for use. To avoid a bad code time-out, verify the correct PIN or shackle code before repeating the procedure.

eSYNC Cradle cannot dial out

If your eSYNC Cradle cannot dial out to KIMnet, check the eSYNC dial up configuration:

1. Open the eKEY shell front and turn on the Supra handheld computer.
2. Tap the Applications icon.
3. Tap the eSYNC icon.
4. Tap the Menu icon. A menu bar displays two options: config and options. A single option, dial-up, appears in the drop down list.
5. Tap dial-up.
6. Verify the phone number for dialing KIMnet in the phone number field. If your phone system requires a dialing prefix check the dialing prefix box and enter the dialing prefix in the appropriate field.

In the rare event of an extended network failure, your Supra system can be configured to update monthly. If you are notified about a KIMnet failure, call KIMvoice for an update code. This configuration temporarily changes your eKEY to a monthly update cycle instead of the daily eSYNC cycle.

Resetting your eSYNC Cradle

A tiny opening located next to the telephone ports houses the reset switch. If you place your eKEY on the Cradle and no lights illuminate in the Cradle's LED, this indicates that the Cradle has become locked and will not function. The Cradle must be reset to perform the battery recharge or complete an eSYNC.

Select one of the following methods to reset the eSYNC Cradle.

1. Unplug the Cradle's power cord from the wall outlet then plug it back into the outlet.
2. Insert the reset tip tool, or the tip of an unfolded paper clip, into the reset opening and gently press the reset switch inside the opening to reactivate the Cradle.

Under normal circumstances, you will not have to use the reset button. On rare occasions, however, your Supra handheld computer may no longer respond to buttons or the screen. In this case, you need to perform a reset to get your handheld running again.

Performing a soft reset

A soft reset tells your Supra handheld computer to stop what it's doing and start over again. All records and entries stored in your handheld are retained with a soft reset. After a soft reset, the Welcome screen appears, followed by the General Preferences screen (to set time and date).

To perform a soft reset:

• Use the reset tip tool, or the tip of an unfolded paper clip (or similar object without a sharp tip), to gently press the reset button inside the hole on the back panel of your handheld.

Performing a hard reset

With a hard reset, all records and entries stored in your eKEY are erased. Never perform a hard reset unless a soft reset does not solve your problem.

Important!!! Do not perform a hard reset unless instructed to do so by Supra Field Support Specialists.

Palm
To perform a hard reset:

1. Hold down the power button on the front panel of the handheld.
2. While holding down the power button, use the reset tip tool, or the tip of an unfolded paper clip (or similar object without a sharp tip) to gently press and release the reset button.
3. Wait for the Palm Computing® Platform logo to appear; then release the power button.

When a message appears on the screen warning that you are about to erase all the data stored on your handheld, do one of the following:

• Press the upper half of the scroll button on the front panel of the handheld to complete the hard reset and display the Digitizer screen.
• Press any other button to perform a soft reset.

Windows Mobile

In most cases, the steps provided above for resetting a Palm device also work for Windows Mobile devices. However, some devices do behavior differently. For this reason, please refer to the users manual before hard resetting your device.

Note: With a hard reset, the current date and time are retained. Formats Preferences and other settings are restored to their factory default settings.

Restoring Data

To restore your data after a hard reset:

Palm

1. Click the HotSync icon in the Windows system tray (bottom-right corner of the taskbar).
   Tip: You can also click the HotSync command on the Palm Desktop software menu bar.
2. From the HotSync Manager menu, choose Custom.
3. Select the appropriate user name from the list.
4. Select an application in the Conduit list.
5. Click Change.
6. Select Desktop overwrites handheld.
   Note: Changing the HotSync setting from the default affects only the next HotSync operation. Thereafter, the HotSync Actions revert to their default settings. To use a new setting on an ongoing basis, select the Set As Default box. Thereafter, whatever you selected as the default setting is used when you click the Default button in the Custom dialog.
7. Click OK.
8. Repeat steps 4 through 7 to change conduit settings for other applications.
9. Click Done to activate your settings.
10. Perform a HotSync operation.

Windows Mobile

Connect your device to your desktop computer.
ActiveSync will automatically connect to the device and begin synchronizing data.
Follow any on screen prompts for updating your information.

Beaming applications (Palm only)

If you accidentally delete an application or have to perform a hard reset, you can beam the eSYNC, eKEY, and eDATA applications between eKEYs. Your eKEY is equipped with an IR (infrared) port that you can use to beam information to another eKEY that's close by. The IR port is located at the top of the handheld, behind the small dark shield.

Tip: For best results, eKEYs should be between 10 centimeters (approximately 4 inches) and 1 meter (approximately 39 inches) apart, and the path between the two eKEYs must be clear of obstacles.

To beam an application:

1. Open the Applications Launcher.
2. Tap the Menu icon.
3. Tap App, and then tap Beam.
4. Tap the application you want to transfer. (Note: Some applications are copy-protected and cannot be beamed. These are listed with a lock icon next to them.)
5. Tap Beam.
6. When the Beam Status dialog box appears, point the IR port directly at the IR port of the receiving handheld.
7. Wait for the Beam Status dialog box to indicate that the transfer is complete before you continue working on your handheld.

o receive beamed information:

1. Turn on your eKEY.
2. Point the IR port directly at the IR port of the transmitting handheld to open the Beam Status dialog box.
3. Tap Yes.
4. Wait for the Beam Status dialog box to indicate that the transfer is complete, and then tap OK to display the new entry.

Windows Mobile

Windows Mobile users can download the latest version of the eKEY application from the SupraKIM web site.

If you are having trouble with the Supra handheld computer responding to taps, recalibrate your screen. Calibration aligns the internal circuitry of your handheld with its touch-sensitive screen so that when you tap an element on the screen, the handheld can detect exactly which task you want to perform.

1. Open the Applications Launcher.
2. Tap Prefs.
3. Tap the down arrow in the upper right portion of the screen and select Digitizer.
4. Follow the onscreen instructions, using the stylus to tap in the center of each target.