RTG Timer HE lets you enter fees and expenses on Palm OS devices, including Zire* and Tungsten* handhelds, and Treo* phones.

Note:
You can avoid most problems by using the latest version of RTG Timer HE. If you start using a new Palm handheld, you may well need a new version of RTG Timer HE, too.

You will find the current version number listed on the Support page. You can order an upgrade at a reduced price here.

These are the Frequently Asked Questions for RTG Timer HE:

• What version do I have?
• RTG Timer HE setup grayed out
• 'Setup: RTG Timer HE' not found
• Failed to run RTGsync
• Other installation problems
• Colon in time entry
• Missing client (or matter)
• Missing matter
• Error reading INI
• Can't create object
• One-way HotSync
• Cannot find RTG Timer info
• Error reading RTG Timer info
• Database, record, etc. not found
• Unattached record
• Reset upon exit

Q: How can I tell what version of RTG Timer HE I have?

A: If RTG Timer HE is working on your handheld, start the program and tap the Menu button. Choose Options > About RTG Timer to see the version number.

If RTG Timer HE is not working on your handheld, but you have the installation file, you can start the installation program by double-clicking the file and the Welcome screen will tell you the version number.

Q: I installed RTG Timer HE but the menu item, Setup > RTG Timer HE, is grayed out (or missing) in RTG Timer. What's wrong?

A: You didn't install RTG Timer HE in the location where RTG Timer is installed. Keep in mind that RTG Timer HE must be installed where RTG Timer is installed, which may or may not be where RTG Bills is installed.

Click here for a procedure that will show you where RTG Timer is installed.

Uninstall RTG Timer HE, then install it again in the proper location. When you start RTG Timer, the menu choice, Setup > RTG Timer HE, should now be available.

Q: When I choose Setup > RTG Timer HE, I get this message:

'Setup: RTG Timer HE' not found

A: Windows Vista requires that you have administrator privileges to access the setup information. Instead of double-clicking RTG Timer, right-click and choose Run as administrator. Then click Allow. RTG Timer will start, and Setup > RTG Timer HE will work properly.

This extra step is only necessary when you need to change one of the settings for RTG Timer HE.

Q: During a HotSync* operation, errors occur. The HotSync log shows a message that begins, Failed to run RTGsync before CASL. What's wrong?

A: You should upgrade to Version 1.07 or above.

Q: Why doesn't RTG Timer HE work properly after installation?

A: The installation of RTG Timer HE is complicated. If you are having problems getting RTG Timer HE to work, first check that RTG Timer is installed and working correctly. You should not see any error messages when you run RTG Timer.

Then carefully go through the installation instructions in the RTG Timer HE Tutorial. Follow each step and, if you get an unexpected error message, stop at that point and fix the problem before you proceed.

Click here for a thorough discussion of RTG Timer HE installation problems.

Q: Why is the time entry incorrect when I use a colon to enter hours and minutes

A: Version 1.01 of RTG Timer HE does not accept hours and minutes. You must enter decimal hours. Unfortunately, it does not provide a warning message that the entry will be wrong. Version 1.02 fixes this problem and accepts hours and minutes separated by a colon.

Q: Why is one of my clients (or matters) missing on the Palm computer? I don't see it in RTG Timer, either.

A: If the client or matter is missing in both RTG Timer (on the PC) and RTG Timer HE (on the Palm computer), the problem is in RTG Timer (on the PC).

The Palm computer gets its matter list from the same source as RTG Timer: either the local RTG Timer database or the RTG Bills database. If you see a matter in RTG Bills but not in RTG Timer, you must be using the local RTG Timer database.

Start RTG Timer and choose Setup > Other. On the Database tab, you will see where RTG Timer gets its matter list. The bottom choice, From RTG Timer database (local), will be selected. If the local database is not up-to-date, it won't have all of your clients and matters.

The solution depends upon whether you can access the RTG Bills database directly.

1. If both programs, RTG Bills and RTG Timer, are on the same computer, or if they can communicate over a network, then select the top choice, From RTG Bills database. Make sure the box has the location where the RTG Bills database is located. If the setting is correct, you will not get an error message when you click OK.
   
   
2. If you cannot access the RTG Bills database directly, then you need to update the RTG Timer database. Leave the bottom choice selected. In the box, enter the location where you will put the RTG Bills data. Enter A:\ for the floppy disk drive.
   
   Start RTG Bills and export the data: File > Export > To RTG Timer. Type in A:\ to export the data to a floppy disk. Click Export. Then put the disk in the computer that runs RTG Timer.
   
   Start RTG Timer and choose File > Import. Now you should have all of your matters in RTG Timer.

Once all the clients and matters appear in RTG Timer, they will be transferred to the Palm computer at the next HotSync operation.

Q: Why is one of my matters missing on the Palm computer? I see it in RTG Timer.

A: Assuming you performed a HotSync operation to update the matter list on the Palm computer, the problem is probably due to a missing timekeeper rate.

First, remember that RTG Timer HE is set up for one timekeeper. You did this in RTG Timer by choosing Setup > RTG Timer HE.

When the matter list is created for the Palm computer, RTG Timer HE does not include matters for which the timekeeper has no rate in RTG Bills. So a missing matter in RTG Timer HE most likely means that the rate table for that matter does not have a rate for this timekeeper. This often happens if the desired rate is zero.

Run RTG Bills. Click Reports and view the Rate Tables report. If no rate is shown for the timekeeper, that confirms that the problem is the rate table.

This is easily fixed. Choose Edit > Rates from the menu. Select the rate table for the matter and click Edit. At the Edit A Rate Table window, select the timekeeper and click Edit (in Version 2.03 and above). At the Change A Rate window, put in the proper rate, or leave it as 0.00, and click Save. Click Close twice (or press Esc twice).

View the Rate Tables report again and verify that the proper rate is shown for the timekeeper. After the next HotSync operation, the matter should appear in RTG Timer HE.

Q: Why do I get the error message Error reading RTG Timer's INI file when I choose Setup > RTG Timer HE in RTG Timer?

A: There is an incompatibility between your version of RTG Timer and your version of RTG Timer HE. Look on the Support page for the latest version numbers. You will also find free upgrades for RTG Timer there. Contact RTG if you need to upgrade RTG Timer HE.

Q: Why do I get the error message ActiveX component can't create object when I choose Setup > RTG Timer HE in RTG Timer?

A: A portion of the program was not installed properly. Go to the Windows Control Panel and start Add/Remove Programs. Find Palm Conduit Support for COM and remove (that is, uninstall) it. Find RTG Timer HE and remove it also.

Exit from all programs, especially antivirus software, the HotSync Manager, and anything else that runs all the time.

Now install RTG Timer HE again. Restart your computer - this is important!

Finally, start RTG Timer and choose Setup > RTG Timer HE. It should work properly now.

Q: To save time, can I get released transactions from the handheld computer without copying clients and matters to the handheld computer?

A: Yes. Most of the time required for the HotSync operation involves copying the clients and matters to the handheld computer. If they haven't changed, you can save time by omitting that step. This feature was added in RTG Timer HE Version 1.07.

Click the HotSync icon in the System Tray and choose Custom from menu. Look for RTG Timer in the list, select it, and click Change. Choose Handheld data to desktop instead of Synchronize the files. Click OK then Done. During the next HotSync operation, released transactions will be moved from the handheld to the desktop, but no data will be copied to the handheld.

In a test using a serial port for the HotSync cradle, with about 370 clients and matters, it took 52 seconds to copy the clients and matters to the handheld, but only 8 seconds to retrieve the released transactions.

Q: Why do I get the error message Cannot open RTG Timer info when I perform a HotSync operation?

A: Start RTG Timer and choose Setup > RTG Timer HE. Check that the settings are correct, then click the Save button. That should solve the problem.

Q: Why do I get the error message Error reading RTG Timer info when I perform a HotSync operation?

A: Start RTG Timer and choose Setup > RTG Timer HE. Click the Save button. Do another HotSync to see if the problem is solved.

If you still get the same error message, you probably need to upgrade RTG Timer to a more recent version. You must have Version 2.05 or above.

Q: Why do I get this error message when I perform a HotSync operation to install RTG Timer HE?

A: This message occurs during the very first HotSync operation to install RTG Timer HE, if you have HotSync Manager 6.0 or later and RTG Timer HE V2.06 or earlier. The message occurs because there is no RTG Timer data yet on the handheld.

Please ignore the message. The HotSync operation will install RTG Timer HE on your handheld. Start RTG Timer on the handheld and it will create its data tables. The next HotSync operation will put the RTG Timer data on the handheld and there should be no further error messages.

Q: Why do I get this error message when I perform a HotSync operation?

A: This message occurs on recent Palm devices if you have RTG Timer HE V2.06 or earlier. To fix the problem, install a new CASL runtime.

Q: Why does my handheld reset when I exit RTG Timer?

A: This has been reported to occur on the Treo 650 with RTG Timer HE V2.06 or earlier. It may also occur with other Palm handhelds.

To fix the problem, install a new CASL runtime.