For Palm OS Only:

If you are using Windows Media Player 9 and/or a Windows operating system other than Windows XP or Vista, please see this Knowledge Base article.

Here are some things to confirm to enable you to transfer online music:

***IMPORTANT*** : Before you go any further, update to the most recent version of Pocket Tunes:

For the most recent version of Pocket Tunes 4, follow this link.
If you are using Pocket Tunes 3, the last version of it was 3.1.8 and is available here 

You must be using Pocket Tunes Deluxe or a Trial* version that is still within the 15 day trial period

• Make sure you are using a compatible device:
  For online music store support, the following devices are supported: Palm Treo 600, 650, 680, 700p, 755p, Zire 31, 71, 72, Tungsten T, T2, T3, T5, TX, C, E & E2, or LifeDrive
• If you are using the version of Pocket Tunes that was included in your device when you purchased it (LifeDrive, T|X, 700p, 680, 755p), ensure that you install Pocket Tunes 4.0.3 or higher, it is a free update.

• Make sure that the 'Lock' tab on the side of the SD card is not in the 'Lock' position (to find out how to check that, see this Knowledge Base article)

• You must be using Windows XP or Vista and Windows Media Player 10 or 11
• Ensure that you have Administrator Privileges on your desktop.
• If you have the Palm USB hooked into a hub or keyboard, try connecting the USB cable directly to a main port of the computer (preferable in the back of the PC).
• We have heard from some users that closing the Hot Sync manager can aid in having the device detected. Right click on the red and blue icon in your system tray and press 'Exit'
• Make sure you have run the English Windows Installer exe file on your desktop. If you need to download it, you can get it here (Pocket Tunes 3 download available here)
• Make sure you are following the directions to transfer songs from online stores in the online User Guide (Online here http://www.pocket-tunes.com/pockettunes/docs/readme.html or in the start menu under Pocket Tunes on your desktop)
• Ensure that your device is in MTP mode. Open the Pocket Tunes menu, go to 'Preferences' and choose 'Copy from PC preferences', confirm that it says MTP in the drop down menu. If it says anything else, select the drop down and change it to MTP, then close Pocket Tunes. Connect to the USB and open Pocket Tunes.
• When you have completed the installation and Hot Synced Pocket Tunes to your device, the first time you hook up your device to the USB and open Pocket Tunes, you should get the 'Found new hardware' wizard popping up to install the drivers for MTP mode. If you did not have this pop up, go to the Control Panel on your desktop. Double click the 'New Hardware' icon and follow the directions to search for new hardware. If the desktop installation was correct your computer should be able to find the Palm. If not try running the English Windows Installer exe file again, making sure that you leave the checkbox beside Windows Media Player integration checked.
• If you were unable to get the hardware wizard to 'see' the device, the driver may not be installed properly. Follow the directions in this Knowledge Base article to uninstall the driver.
• If your device is still not seen by the desktop player, you may have to reinstall Windows Media Player. You do not have to delete your current version just install a new download from Microsoft. You can download it from here http://www.microsoft.com/windows/windowsmedia/download/default.asp . Once it is installed make sure you run the Pocket Tunes English Windows Installer exe file to restore the Windows Media Player integration with Pocket Tunes.

If none of the above steps work then please forward the files detailed below plus a description of what you have tried to support@normsoft.com:

If you are using Windows XP, please send us this file 'setupapi.log' found in the 'c:windows' directory and (if you have extensions hidden this may look like "C:windowssetupapi" in a folder display).

Please describe the issue and any error messages you received when trying to hook up our device and a quick summary of the steps you have tried so we do not repeat suggestions that you have already done..

*Due to license restrictions, WMA playback is not enabled in the trial version. To transfer tracks from on-line stores (which use WMA format) you need to purchase Pocket Tunes Deluxe. However we have a 15 day money back guarantee so that you can try support for on-line stores and WMA playback without risk.