I received the following this morning from Dell "Support".
Dear Robert,
Thank you for contacting Dell Technical Support.
Robert,I would like to tell you that Palm Tungsten T3 doesnt work on docking station USB port, this is known issue and Dell engineers are working on it, i would therefore suggest you to use the device on the system docking port.
There is a known conflict between the D/Port and Microsoft Windows drivers. They are working with MICROSOFT (not Palm) to sort out the problem because the problem IS NOT with Palm. They are hoping the problem will be addressed by a Windows update someday. They recommend you keep watching the Dell Support site for updates.
So much for the Dell Forum Moderator claims that it is only a Palm problem, and that the problem has been fixed by Dell Notebook System Software updates.
Yes, there is a problem. Yes, it is a D/Port compatibility issue with Windows. Yes, it can and does affect other devices than just Palm PDAs.
Thanks for posting this. I was installing and reinstalling my Palm software, docking and undocking my laptop trying to get my Palm T3 to sync! Now I know it's not just me. Any ETA on a fix? Probably not.
Ok. This is probably my last submission on this issue since I have a resolution to my problem in the works.
Dell's last communication to me, after I cc'd Michael Dell on my emails, came from a consultant issue resolution specialist (or some such consultantish title) ensuring me that the problem is NOT with the Microsoft drivers, nor with the Dell D/Port, but specifically with the Palm Tungsten T3.
I passed this on to the CEO at Palm (are web search engines great?), with a "shame on you for letting this issue go on for over a year..." type message. One of his people wrote back with a promise to investigate and get back to me. Within a couple of days, I was getting phone calls from Palm support folks. The went through all the standard 'fixes', non of which worked in my situation, and then offered to get configuration in their lab working using a powered USB hub, and then to send to me the USB hub for free. This sounded good.
A day later, I received another call from Palm support saying that after reviewing my situation, they were going to send me a brand new T5 to replace my T3!
So, that's were it stands. The only thing remaining is to receive the T5, and to follow up as to whether this is an admission of guilt at PalmOne that the problem is actually with the T3. It is either that, or simply superior customer relations to Dell. I'd like to know, but I'll probably wait until I receive the T5 before I ask :).
If I learn anything, I'll post that info and then THAT will be my last submission.
Hmm... so PalmOne thinks it's actually a bug in the T3 itself and not the HotSync software or cradle? Well, I don't know if I can convince them to send me a T5 as well. But I actually like my T3 a lot and I've had it for less than a year (got it in January of this year). I was thinking of buying the serial cable since my dock has a serial port on the back and seeing if that works. I know syncing would be slower, but at least it would sync! Have you tried using the serial port?
Regarding syncing serially... Palm suggested that, but it wasn't going to work for me for a couple of reasons I won't bore you with. I'm sure it will work, and they did offer to send me the serial cradle for free also. You might want to work that angle, if you're up to it. Ed Colligan (CEO) and Todd Bradley (not sure what he does) at Palm facilitated my solution once I started cc'ing them on my problem. I used the tried and true "shame on you for letting this issue go on for over a year for your highest end customers!" approach. Just wait a couple of days until my T5 comes before you try it!
I also like my T3 very much, but I've always had the suspicion that the slide mechanism, while very cool, was going to be trouble eventually. It hasn't happened yet, but I'm interested to see that the T5 has abandoned that approach. So I'm sort of welcoming the change from a future frustration avoidance standpoint. The T5 also reminds me a quite a bit of my trusty old Vx, which I liked a lot.
It also bugged me a bit that the T5 came out so quickly on the heals of the T3, like there was something in the T3 they weren't happy about. One odd thing is that the T5 doesn't have the "universal connector". That a bit of a surprise too.
rgregoryTSC
30 Posts
0
December 2nd, 2004 13:00
Just as a followup....
I received the following this morning from Dell "Support".
Dear Robert,
Thank you for contacting Dell Technical Support.
Robert,I would like to tell you that Palm Tungsten T3 doesnt work on docking station USB port, this is known issue and Dell engineers are working on it, i would therefore suggest you to use the device on the system docking port.
Have a nice day
Respectfully,
Ansel
Dell US Technical Support
http://support.dell.comI thought the "Have a nice day" was a particularly nice touch.
rgregoryTSC
30 Posts
0
December 3rd, 2004 15:00
The latest from Dell Phone support...
There is a known conflict between the D/Port and Microsoft Windows drivers. They are working with MICROSOFT (not Palm) to sort out the problem because the problem IS NOT with Palm. They are hoping the problem will be addressed by a Windows update someday. They recommend you keep watching the Dell Support site for updates.
So much for the Dell Forum Moderator claims that it is only a Palm problem, and that the problem has been fixed by Dell Notebook System Software updates.
Yes, there is a problem. Yes, it is a D/Port compatibility issue with Windows. Yes, it can and does affect other devices than just Palm PDAs.
jxlee
2 Posts
0
December 14th, 2004 20:00
Thanks for posting this. I was installing and reinstalling my Palm software, docking and undocking my laptop trying to get my Palm T3 to sync! Now I know it's not just me. Any ETA on a fix? Probably not.
rgregoryTSC
30 Posts
0
December 15th, 2004 12:00
Ok. This is probably my last submission on this issue since I have a resolution to my problem in the works.
Dell's last communication to me, after I cc'd Michael Dell on my emails, came from a consultant issue resolution specialist (or some such consultantish title) ensuring me that the problem is NOT with the Microsoft drivers, nor with the Dell D/Port, but specifically with the Palm Tungsten T3.
I passed this on to the CEO at Palm (are web search engines great?), with a "shame on you for letting this issue go on for over a year..." type message. One of his people wrote back with a promise to investigate and get back to me. Within a couple of days, I was getting phone calls from Palm support folks. The went through all the standard 'fixes', non of which worked in my situation, and then offered to get configuration in their lab working using a powered USB hub, and then to send to me the USB hub for free. This sounded good.
A day later, I received another call from Palm support saying that after reviewing my situation, they were going to send me a brand new T5 to replace my T3!
So, that's were it stands. The only thing remaining is to receive the T5, and to follow up as to whether this is an admission of guilt at PalmOne that the problem is actually with the T3. It is either that, or simply superior customer relations to Dell. I'd like to know, but I'll probably wait until I receive the T5 before I ask :).
If I learn anything, I'll post that info and then THAT will be my last submission.
Good luck, and Merry Christmas to all!
jxlee
2 Posts
0
December 15th, 2004 17:00
rgregoryTSC
30 Posts
0
December 15th, 2004 18:00
See the links below from Palm's site on this problem.
http://kb.palmone.com/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=898,E=0000000000109660166,K=3985,Sxi=8,useTemplate=Case.tem,CASE=10577
http://kb.palmone.com/SRVS/CGI-BIN/WEBCGI.EXE/,