Usually RTG Timer HE can be installed with no problems. However, the installation process is complicated, because software must be added to both the existing Palm desktop software and the existing RTG Timer software. This page will help you fix installation problems.

• Troubleshooting
• What Else Could Be Wrong?
• File Locations
• Further Help

1. Disable anti-virus software
   Programs that run all the time, like anti-virus software, can cause installation problems. Make the program exit while you get the software installed. If you have other programs that run all the time, exit those as well.
   
   
2. Exit from HotSync
   Many people who use Palm-compatible handheld computers leave the HotSync program running all the time. This is the program that allows you to synchronize the handheld with your desktop software by pressing a button on the cradle. However, when you are installing RTG Timer HE, you should exit this program. Right-click on the HotSync icon in the System Tray and choose Exit.
   
   
3. Upgrade your desktop software
   You can download the latest version of the Palm desktop software from the vendor's Web site. For Palm computers, go to www.palmone.com.
   
   Although RTG Timer HE does not actually require the Palm desktop software, it does require the HotSync software that usually installs along with it.
   
   
4. Check that RTG Timer is installed correctly
   In order to use RTG Timer HE, you must first install RTG Timer on the same computer. Run RTG Timer and make sure it is installed and working correctly.
   
   Do not expect RTG Timer HE to work if you are getting error messages when you start RTG Timer.
   
   
5. Check the version numbers
   Check that you have the latest version of RTG Timer HE. You can find the current version number on the Support page. Some earlier versions would not install properly on certain PCs.
   
   To check the version number, double-click the installation file. The Welcome screen should show the version number. If it doesn't, you have an older version and you should upgrade. Click Cancel and Yes to exit the installation program.
   
   If you need a newer version of RTG Timer HE, contact RTG.
   
   We also suggest that you upgrade to the latest version of RTG Bills and RTG Timer. See the Upgrades section of the Support page for details.
   
   
6. Restart your computer
   Sometimes an installation program may need to upgrade software that is being used by another program. In that situation, the new software is copied to your PC, but it doesn't replace the old software until the next time you start your computer. So you should shut down and restart your computer to allow this process to occur.
   
   
7. Try to install again
   Try again to install RTG Timer HE.
   
   

If something goes wrong, carefully note any error messages. Send a message to RTG with the details of the problem.

If you still can't install the program, or it installs but does not run properly, you may want to read this section.

When you run the RTG Timer HE installation program, it must install some files in the RTG Timer folder. It is up to you to choose the correct location during the installation process.

The RTG Timer HE installation program also must put some files in the folder where the HotSync software is installed. Usually this is the same folder that has the Palm Desktop software. It might be C:\Program Files\Palm, or C:\Palm, or possibly C:\Pilot. If you have a Handspring computer, it might be in C:\Program Files\Handspring. For a Sony computer, it might be C:\Program Files\Sony Handheld.

The Palm Desktop puts an entry in the Windows registry that says where it is installed. The RTG Timer HE installation program reads that registry entry to find out where the HotSync program is. If the registry entry isn't there, or if it points to the wrong location, the RTG Timer HE files will be installed in the wrong place. The problem can be fixed by re-installing the Palm Desktop software.

This section describes where files are installed when the installation program is successful.

Please note that the capitalization of the file names is not significant. Windows treats all file names as if they were upper-case.

The file extension (the part after the period) may not be visible. If you don't see the file extensions, you can change your Windows settings to show them. Instructions for doing that can be found in the January 2002 issue of RTG News.

The following files are placed in the RTG Timer folder:

hesetup.exe
TutorHE.htm

The following files are placed in the HE subfolder of the RTG Timer folder. They include files that will be installed on your handheld computer:

CASLrt_pro.prc
CASL_Palm_Utils_pro.prc
timer.PRC
Several files with names of the form he*.gif
(where * means some additional characters)

The following files are placed in the Palm folder:

ComConduit.dll
ComDirect.dll
ComStandard.dll
HSAPI.dll
UserData.dll
rtgcnd.dll

The following files should already be in the Palm folder (they are not installed by RTG Timer HE, but they are required to be there):

hotsync.exe
instaide.dll
condmgr.dll

We are happy to answer any support questions you might have. Send a message to RTG for a quick response.

When you report a problem, please be very specific about what you did and what you saw. If you get an error message, write down the exact text of the message as well as the title of the message box.