Addit Support Trouble Shooting If you are having trouble with the Addit installation on your handheld or desktop tap your handheld model below. Palm Treo's. Palm LifeDrive. Palm Tx. Palm Tungsten T5. For general questions and support please browse below. We may have already answered your question! If you still need assistance, email us at Addit.support@palm.com. · General FAQs · Trial/Purchasing FAQs · Set-up FAQs · Application Installation FAQs GENERAL FAQs What if I forget my password? Neither Bluefish nor Palm keeps a record of your password. If you forget your password, you will need to reset your Addit Account by tapping the 'Password Problems' link under where you would normally enter your password. Tap the 'Reset Password' link. This will delete your credit card information and allow you to choose a new password. Your previous transaction data will be deleted but the applications you have downloaded or purchased will not be affected. How long is a trial period for an application? Addit lists over two hundred applications from more than 30 developers. Many developers will allow a certain number of uses or a trial period that could be anything from 7 to 30 days. Some applications will only be partially functioning until you purchase the product. Why do you need my email address? You email address is used to contact you regarding important software information. You will be emailed if: The application you chose requires PC installation. The application you purchased requires a registration code. Purchase confirmation and receipt. Will I receive free updates for my application? How often? Currently, the individual developer manages all application updates. An increasing number of developers will provide automatic updates through Addit. When you purchase a product through Addit, your contact details are sent to the developer for inclusion in their database. They will contact you by email when a free update becomes available. What is the Addit Manager? In order for Addit to process your purchases and trials, it must access the Internet. The Addit Manager is a conduit that exists on your desktop. Any time you have an outbound transaction like a 'Try' or 'Buy' or if there is an Addit content update to the catalog or news, you will see the Addit manager appear on your PC. Why is the Addit Manager appearing on my computer screen when I haven't made a purchase or requested a download? The Addit Manager will appear on your screen for a number of reasons: a previously sent transaction failed and Addit is trying to resend it or it is obtaining an update to the news or catalog. The Addit Manager tells you what it is doing when it pops up on your computer screen. Does Addit support Mac? A Mac version of Addit is in development. If you would like to be notified when the Mac version is available, please email us at Additsupport@bluefishwireless.com. Trial/Purchasing FAQs How do I download a trial application? Find an application by browsing the categories or utilizing the Search functionality. Tap the application name. Tap "try" in the upper right hand corner of the description page. Tap "OK" on the transaction details page. Sync your handheld. The application will be automatically installed. If you have a wirelessly enabled handheld you can tap the wireless icon to initiate a wireless sync. How do I purchase an application? If you haven't set up your my Addit account... Find an application by browsing the categories or utilizing the Search functionality. Tap the application name. Tap "buy" in the upper right hand corner of the description page. Tap "continue" when alerted that you are going to a secure area. Fill in all required fields. Double check that all entered data is correct. Upon completion, you will be taken to a purchase confirmation page. Input your password. Tap "Buy". Tap "OK" on the transaction details page. Sync your handheld. If you have already set up your my Addit account... Find an application by browsing the categories or utilizing the Search functionality. Tap the application name. Tap "buy" in the upper right hand corner of the description page. Input your password. Tap "Buy". Tap "OK" on the transaction details page. Sync your handheld. How will I receive my registration code? If an application requires a registration code, it will be mailed to the email address you provided when setting up your MyAddit account. About 75% of the applications listed on Addit require registration codes. In the case of the other 25%, the full-working version of the application is synced to your handheld after the purchase is completed. I just purchased an application. Why haven't I received my registration code? Most of the developers listed on Addit have automated systems that immediately send an email with your registration code upon receipt of your order. Others require 24 hours to process the order. If you have not received your registration code within 24 hours, please check that your email address is correct in your My Addit Account. To do this, from the home page of Addit, go to "My Addit" and then "Set up or Edit Account". You will be prompted for your password and then will be able to review/edit your account details. If your email address is incorrect, please change it for future purchases. It is also possible that your spam filter rejected the initial email from the developer. Check your spam folder to see for the email. In either case, email the developer at the email address listed in the application details page and ask that your registration code be resent. Or, contact us at addit.support@palm.com. Why did one of my purchases get processed but not the other? As a fraud protection measure, some credit cards do not allow multiple purchases through the same source within a 24 hour time period. Each Addit purchase is treated as a separate transaction. so your credit card provider may have allowed one purchase to go through, but not following purchses. To resolve the issue, wait a day and sync again. The transaction should be processed then. You may also want to contact your credit card company and ask about their fraud policies. What if I choose an application that cannot be synced directly onto my handheld, but installed from my computer? If the software requires a PC component an email will be sent with detailed instructions and the appropriate links to download the installer. Addit only installs the handheld components of an application. What if I tried/purchased an application but do not see it on my handheld? There are a couple of possibilities: You do not have enough available memory on your device. Check your available memory as well as the required memory for the application (the memory requirements are listed in the application details page in Addit under "more info"). Sometimes applications are made up of multiple palm files. It is possible that some got synced onto your handheld before it ran out of memory. The rest of the files will be ready to sync as soon as more memory is available. Your transaction was rejected for one reason or another (applicable to purchases only). Typically this is because your credit card information name or billing address has an error or your Internet connection was lost during the hot sync process. Try Hot Syncing again. If the transaction is rejected again check that you hve entered all your information correctly in the 'My Account' section of Addit. If you find an error correct it and try hot syncing again. You may need to generate a 'Buy' order again as the transaction may have been deleted when it failed. Check the 'Outbound Transactions' to see whether the order is still there. You can also delete the transaction and start again. If you check the 'Log' within your Addit Account, tapping on the transaction will display the reason the transaction did not go through. You will always receive a purchase confirmation email after making a purchase. This will include a link to download the software to your desktop in case you have had any problems. Addit screens duplicate purchases so your credit card will only be charged once. What will the charge say on my credit card? Addit uses a company called Element 5 to process all orders. Any Addit purchase you make will be a charge under "element5". Can I remove a purchase before I sync? Certainly. If you have second thoughts about a purchase, simply: Tap the 'My Addit Account' link on the home or shopping page. Tap "Outbound Transactions" Find the transaction you do not want and Tap it to highlight. Tap the "Delete" Button Can I remove a purchase after I hot sync? During Hot Sync, your credit card transaction is processed and you will be charged. If you are not satisfied with your purchase, you can request a refund within ten days by emailing addit.support@palm.com Are my credit card details secure? Your credit card information is totally secure. Your Addit account is password-protected and encrypted on your handheld. In transaction confirmations, only the last four digits of your credit card are viewable. The only way to make changes or view your account details is by entering a secure area, which requires a password. Why am I getting emails from element5? Element 5 processes orders and collects payments on behalf of Palm's Addit application. Any time you make a transaction, your credit card is processed through Element 5 and you will receive your confirmation email and instructions from Element 5. Set-up FAQs I downloaded Addit and am still not syncing to the Addit servers. Why? Some computer firewalls do not permit you to sync to locations outside of your PC or local network. You should set your firewall settings to allow Addit Manager to access the Internet. Alternately, if you use proxy, as required in many corporate locations, you may need to put your user name and password into the Addit Manager. Typically this username and password are those you use to log onto your computer. Contact our system administrator if you no not know your username and password. To set the proxy in Addit: Click on the hot sync icon in your system tray located in the bottom right hand corner of your computer screen. Select "custom". Find Addit in the list; highlight it and Click "Change" Click on the "Network" button. Click the "proxy" box and the "proxy password" box. You can input your username and password in the appropriate fields. Then click "ok" to exit the setup. How do I uninstall the Addit Manager (conduit) from my computer? Addit may have come pre-installed on the ROM of your handheld and as part of the Palm desktop installation. In this case you cannot delete Addit in the same way you cannot delete the standard PIM applications on your handheld. You can stop Addit from updating when you hot sync by right clicking the hot sync icon in the bottom right of your desktop and selecting 'Custom'. Highlight the 'Addit' entry in the conduit list and tap the 'Change' button. Select 'Do Nothing' and check the 'Default' box. If you installed Addit from a CD or download you can uninstall Addit by running the same installer and selecting Remove. This will remove Addit from your desktop. To remove Addit from your handheld, tap the 'menu' button and select 'Delete'. Delete all the Addit entries in the menu. WARNING An increasing number of applications require software components of Addit as part of their normal operation. Deleting Addit may delete critical components for these applications. Addit is also used to deliver updates to your handheld for applications completely separate to Addit. What do I do if I don't want Addit to update every time I perform a Hot Sync? If you do not want Addit to sync every time you perform a Hot Sync, follow the instructions below. You can always change your preferences later if you want to begin syncing with Addit again. Click on the Hot Sync icon in your system tray at the bottom right hand corner of your computer. Alternately, click Start=>Palm=>Hot Sync. Select "Custom" Scroll down the list until you see Addit. Highlight it and select "Change" Select "Do Nothing". If you want this to be a permanent setting, check the box that says "Set as default". Click "OK" and then "Done". I have a new Palm T|X / Z22 and Addit is not syncing. How can I fix this? When you installed the Palm Desktop software that came with your new PDA, the Addit desktop conduits would have been installed automatically. If you did not install this desktop software (you may have had a previous PDA) you will not have the desktop conduits installed. Please find the CD that came with your PDA and install the Palm Desktop. Addit doesn't currently have desktop conduits for the MAC. If you are a MAC user you will need to use Addit's built in wireless functionality to update your news content and install selected software. My Palm T|X will not update Addit wirelessly. How do I fix this? An update to the AdditSync functionality should fix all known wireless syncing issues. If Addit updates when you hot sync this update should have been installed automatically. If you are a MAC user you will need to download the latest file. Click here to downloadAdditSync. Install it to your PDA via hot sync. An alternative way to get the latest AdditSync file directly into your PDA is to launch your handheld's web browser and go to http://Addit1.bluefishwireless.com/channels/AdditSync.prc Once you have installed the latest AdditSync.prc file to your handheld tap the wireless sync icon (located to the right of the date) and the wireless sync will be initiated. If you have an error connected check that your wireless network settings are correct and that your WiFi or Bluetooth is switched on Application Installation FAQs I downloaded a trial but the application is not working properly There are several possibilities as to what may be causing a general issue like this. The main two are: The most common problem with applications not working properly after installation is that there was not enough memory on your handheld when Addit tried to install it on your handheld. Check the amount of memory left on your handheld by tapping the 'Info' link in the 'App' drop down menus on your handhelds launcher screen. If you delete some applications and sync again the files that were not installed will often be correctly installed. Otherwise delete the application and select 'try' from within Addit to get a fresh install. Check that the application runs on your particular handheld. Some applications require OS5 and above (Palm Tungsten C and T's series as well as the Zire 71) Contact the developer if you are having other issues with the software. The developer support email address is listed in the application details page in Addit under "More info".