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General Instructions For Removal Of Third Party Synchronization Software

In order for CompanionLink to be fully functional, other third party synchronization software such as the ACT!/Palm Link, Harmony, Intellisync, Pocket Mirror, etc., must be removed.
  1. Find data
    1. If all of your data is in your contact manager (such as ACT!, GoldMine or Outlook), go to the next step.
    2. If any of your data is solely on your handheld and not in your contact manager, please stop at this point and contact our Support Department directly or reply to this message indicating the specific data that must be saved.
  2. Turn off synchronization software
    1. If you are using a Palm:
      • Close the Hotsync Manager by right-clicking the red and blue arrow HotSync icon in the Windows system tray, then choosing Exit. The icon should then disappear.
    2. If you are using a Windows CE or Pocket PC device:
      1. Disconnect your handheld.
      2. Press the Ctrl-Alt-Del keys simultaneously.
      3. The Close Programs or Task Manager menu should open. If you see the Task Manager window, click on Processes.
      4. Highlight "Dccman" (Windows CE Services), "Wcescomm" (Active Sync) and/or "Wcesmgr" and select End Task or End Process.
  3. Save Palm add-ons
    1. To save any additional Add-On programs for the Palm, open Windows Explorer and find the Palm folder(s). See Where do I find Palm Desktop? for help finding this folder. Locate the "Add-Ons" folder. Copy this to a temporary folder or other safe location. Minimize Windows Explorer.
  4. Uninstall synchronization software
    1. Open the Control Panel and double click on Add/Remove Programs. Uninstall both the third party software AND the handheld software (Palm Desktop, Windows CE Services and/or ActiveSync. Close the Control Panel.
    2. Open Windows Explorer. Delete the handheld's program folder.
      • Palm: Palm users should delete the ENTIRE Palm folder. Open Windows Explorer and find the Palm folder(s). See Where do I find Palm Desktop? for help finding this folder.
      • Windows CE/Pocket PC/Windows Mobile: Windows CE and Pocket PC device users should delete the ENTIRE Windows CE Services and/or ActiveSync folder including all of its contents.
    3. Remain in Windows Explorer. Open the CompanionLink folder (under c:\Program Files\CompanionLink and/or c:\Documents and Settings\[Username]\Application Data\CompanionLink\CompanionLink, depending on your version of Windows) and delete all files ending with a ".dat" extension. If you cannot find these files, please see How to display all files.
    4. Once these files have been deleted, close Windows Explorer.
  5. Reinstall synchronization software and reset device
    • If you are using a Palm:
      1. Reinstall Palm Desktop
        1. Turn on your handheld and tap the HotSync icon. The username will be listed in the upper right-hand corner of the screen. Make a note of this name, including punctuation, spaces and capitalization.
        2. Install the Palm Desktop software from the original CD. If you do not have this or if this has Palm Desktop version 4.1.2 or higher, you should download the Palm Desktop software from our site instead.
        3. When prompted to enter username, ensure that you enter the EXACT name as it appeared in the Palm device.
        4. If given the choice between synching with Outlook or a third party program and synching with Palm Desktop, choose to synch with Palm Desktop.
        5. Do NOT choose to synchronize the handheld at this time if this choice is given.
      2. Perform a hard reset of the Palm. This step will ERASE all data from the Palm Pilot. You will need a "reset tool" to press the reset button in the back.
        1. Begin with the Palm turned OFF.
        2. Hold down the ON button so the screen is on and continue to depress the ON button down.
        3. While still depressing the ON button, turn the Palm over and press the reset button in the back. You will want to hold the reset down for a few seconds.
        4. Remove the reset tool from the reset hole, count to three, and then release the ON button. A message asking to "Erase All Data Y/N?" should appear. Press the Up button for YES. If the "Erase All Data" message does not appear and the screen returns to "Preferences", then the Palm was not hard reset and the process must be repeated.
    • If you are using a Windows CE or Pocket PC device:
      1. Reinstall Windows CE Services or ActiveSync.
      2. Hard-reset the handheld device.
  6. Test basic synchronization. This process is performed to ensure that the conduits are working correctly and that a solid connection is made between the handheld device and the desktop software.
    • If you are using a Palm:
      1. Create a test address in Palm Desktop, making sure that the test address has a name, a company name and a phone number.
      2. Perform a HotSync.
      3. Check to see that the test item appears correctly on the Palm unit.
    • If you are using a Windows CE or Pocket PC device and will be synching through Outlook:
      1. Create a test address in Outlook, making sure that the test address has a name, a company name and a phone number.
      2. Connect your handheld to the computer.
      3. See Windows CE/Pocket PC/Windows Mobile through Outlook configuration for instructions on how to create the new partnership. Check to see that the test item appears correctly on the handheld.
    • If you are using a Windows CE or Pocket PC device and will be synching direct:
      1. Connect your handheld to the computer.
      2. See for Windows CE/Pocket PC/Windows Mobile direct configuration instructions on how to create the new partnership. Note: You will not see clx- conduits listed at this point.
      3. Make sure that the handheld can connect to ActiveSync.
      4. Disconnect your handheld.
  7. Reconfigure CompanionLink
    1. Run CompanionLink Setup.
    2. Click on Settings. If you see the user profile screen, choose Next.
    3. Click Next and Configure.
    4. Click on the Purge And Reload tab.
    5. Put checks in all of these boxes. (When prompted if you want to do this, choose Yes.)
    6. Click Apply, OK, Next and Finish.
    7. After clicking "Finish", CompanionLink will be the only third party synchronization software managing the HotSync or Active Sync conduits.
    8. Exit CompanionLink.
  8. Synchronize the handheld. When this is finished, your data should be on your handheld.
    • If you are using a Windows CE or Pocket PC device and will be synching direct:
      1. Connect your handheld.
      2. Open ActiveSync.
      3. When the handheld is connected and synchronized, go to the Tools menu and select Options.
      4. There should be three boxes for Clx-Contacts, Clx-Activities and Clx-Todos. Put checkmarks in these boxes. If there are no boxes next to these, see There's no boxes for me to check in ActiveSync.
      5. Click OK.
      6. ActiveSync will synchronize your data.