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Revision Number Changes Author Date 1.00 Initial Document FS/ Jonathan 3/18/07 1.01 Monky Chen 4/ 2/07 1.02 Modify some wrong characters Add: how to lock keypad Monky Chen 5/14/07 iPAQ 510 Troubleshooting Guide 2007/ Apr f1011439 Page 26 5/16/2011

PLATO Troubleshooting Guide

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Revision NumberChangesAuthorDate

1.00Initial DocumentFS/ Jonathan3/18/07

1.01Monky Chen4/ 2/07

1.02Modify some wrong charactersAdd: how to lock keypadMonky Chen5/14/07

iPAQ 510Troubleshooting Guide2007/ AprTable of Contents1. Power Management / Issues6Powers Off For No Reason6Battery Doesnt Stay Charged8Inspect Battery for Damage10How to Check the Power Level11How to Power Cycle the Phone11How to Power the Phone On/Off11Phone Wont Power On11How to Properly Remove Battery Cover Door / Battery14How to Check for Liquid Damage15How to Properly Replace the Battery Cover Door162. Headset / Microphone / Speaker Phone Related Issue17Headset not working17Adjusting Earpiece Volume18Headset Earpiece / Handset Speaker not Working18Activating / Deactivating Speakerphone20Microphone Not Working203. Display Related Issues22Display is Damage22Display is Faded, Black, Blank, or Missing Lines / Characters22Display not working234. General Know How24How to Perform a Soft Reset24How to Perform a Hard Reset24How to change the background24How to change Display Language24How to Customize the Owner Information25How to Re-calibrate the Screen25How to Access Windows Media Player25How to Play a Windows Media File on the Network27How to Beam File27How to receive beamed information275. Bluetooth Related Issues / Know How28Bluetooth not Connecting28Bluetooth How to Create a New Profile29Bluetooth How to Establish a Serial Connection29Bluetooth How to Exchange Business Cards30Bluetooth How to Pair with another Device30Bluetooth How to Save Configuration Settings in a Profile31Bluetooth How to Set Accessibility Properties31Bluetooth How to Use Dial Up Networking31Bluetooth Personal Area Network How to Host a Personal Area Network31Bluetooth Personal Area Network How to Join a Personal Area Network326. WiFi Related Issues32Wi-Fi does not connect32How to Determine WiFi Networks status33How to Turn On/Off Wi-Fi35Wi-Fi How to setup a network connection35Check for a valid IP address367. VoIP Related Issues36VoIP does not connect36How to turn On/ Off VoIP36VoIP How to setup VoIP Server and Account378. Calling Related Issues / Settings37Voice Quality37Bluetooth Connection37Wired Headset Connection39Handset Mode (no headset used)40Cannot Place or Receive a Call43iPAQ 510 Does Not Alert When Receiving Call45Call Barring47Call Forwarding47Calls How to Limit the Size of Call History479. Managing Contacts48How to Beam a Contact48How to Beam Multiple Contacts48How to Change Options48How to Change the Way Information Appears on the List48How to Create or Change a Contact48How to Edit a Contact49How to Find a Contact49How to Clone Contacts49How to Copy Contacts from SIM to iPAQ Contacts49How to Copy Contacts from iPAQ Contacts to SIM50How to View Contacts5010. MSFT Push Mail Not Working50How to Setup Microsoft Push Email5011. Handset Lock Issues51Handset Lock Customer Forgot Password/Lock Code51Handset Lock How to Use Password/Lock Code5112. Keypad Keypad Not Working51Keypad Keypad Not Working51Keypad How to lock keypad5213. Memory Management / Issues53Memory Management How to Back-up/Restore Files53Memory Management How to Back Up or Restore your System via ActiveSync53Memory Management How to Back Up or Restore your System via Mobile Device Center53Memory Management How to Delete Unnecessary Files54Memory Management Phone Displays Message That Storage or Program Memory is Unavailable5414. MicroSD Card Slot not Reading Memory Cards5415. ActiveSync (For PCs based on Microsoft operating systems prior to Windows Vista, such as Windows XP or earlier)55How to Setup a Partnership to a host PC55How to Setup a Partnership to Synchronize Directly with a Server56ActiveSync is not detecting the iPAQ57ActiveSync Using Bluetooth5716. Mobile Device Center (For PCs based on Microsoft Windows Vista) Partnership and Synchronization with Microsoft Vista and Your iPAQ57Mobile Device Center is not detecting the iPAQ57Mobile Device Center using Bluetooth58Start Bluetooth sync from your iPAQ510 Device591. Power Management / IssuesPowers Off For No ReasonCheck for prior power related issues or exchanges. If yes, log this in the call notes and continue.Is the customer using the original battery that came with the handset? Make sure customer uses original battery or an HP authorized battery.Has the handset been dropped, exposed to extreme temperature, or is there cosmetic damage? If yes, advise the customer that the phone has been damaged beyond economical repair. Is the customer eligible for an upgrade? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Would the customer like to purchase an upgrade phone? If Yes, Continue with Upgrade

HYPERLINK ""

HYPERLINK ""BP If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If No, continue.Check power and backlight settings Walk through power settings and backlight settings (at Start > Settings > Power Management) with the customer and make sure they are set correctly. Coach the customer on proper settings Understanding that the HP iPAQ 510 does NOT behave like a Pocket PC and will NOT use suspend mode to perform power management. All phone calls and notifications/events will always be received. Sounds & Notifications - Every time you are notified of an event, battery power is consumed. Go to Start > Settings > Sounds and turn off any notification types that are unnecessary. Dim the Backlight - Keep the display only as bright as required to view the screen easily. Go to Start > Settings > Power Management > Brightness. (Total 20 adjusting levels and default value is 7) Auto Turn Off the Backlight - Go to Start > Settings > Power Management > Backlight time out on battery and Backlight time out on AC. Specify a short amount of time to wait before turning off the backlight. Auto Turn Off Display - Go to Start > Settings > Power Management > Display time out. Specify a short amount of time to wait before turning off the display. Keep Bluetooth Off - Always turn off the Bluetooth power when you are not using it. On the Home Screen, select and get into Wireless Manager then using the Bluetooth button to turn Bluetooth ON or OFF. Keep Wi-Fi Off - On the Home Screen, select and get into Wireless Manager then using the Wi-Fi button to turn Wi-Fi ON or OFF MSFT Push Mail to help extend battery life, change email updates settings to manual or scheduled updates (updates can be setup for 5 min, 10 min, 15 min, etc.). To setup a schedule, select Start > ActiveSync > select Menu > Schedule then proceed to selecting Peak times and Off-peak times. If customer is still uncertain, place a test call after unit has powered off. Does this fix the problem? If Yes, close the call with the customer If No, continueInitiate a Soft Reset. Follow the instructions to execute a Soft Reset of the device, and wait for the device to boot back up to the Home Screen Is the problem solved? If yes, inform the customer that if problem still occurs frequently to call back. If no, continue.Check the Battery Meter (see How to Check the Power Level). Is the battery full? If No, does the customer have problems charging the handset? If Yes, see Battery Doesnt Stay Charged If No, does the problem occur when the battery is fully charged? If Yes, continue. If No, The iPAQ series doesnt require a full battery in order to operate correctly. The customer should be educated to try to keep their battery level above 10% in order for all systems to keep running. Close the call with the customer and note the appropriate systems. If Yes, proceed.Have you downloaded or installed anything, like a software application, ringtone, or photo, to the phone recently? If no, continue. If yes, do not initiate an exchange if a software application, ringtone, or photo was installed. Please following the instructions to hard reset the device, which will remove all customer data including customer installed software. Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To). Educate customer that if they re-install software and the problem still occurs, customer should contact support of the company that created the software. Then continue with troubleshooting if needed.Check for Liquid Damage.(Go to How to Check for Liquid Damage)Have the customer inspect how the battery fits on the back of the handset. Is the battery loose? If loose, make sure the customer is placing the battery into the battery cavity properly (see How to Properly Remove the Battery Cover Door/Battery). Check if phone was dropped, damaged, or exposed to extreme temperatures. If so, phone is out of warranty. If still loose, may need to take it into the local store and have them check to see if they need a new battery.Does the customer have more than one charger? If Yes, does the handset have a problem when charged with all chargers? If Yes, continue. If No, refer the customer to nearest local store for a replacement charger. Close the call with the customer and note the appropriate systems. If No, continue. Perform a hard reset of the unit, if not already done so. A hard reset will remove all customer data including customer installed software. Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To). Is the issue resolved? If no, continue. If yes, please close the call with the customer and note the appropriate systems.Does the HP iPAQ 510 show a percentage above 10% (see How to Check the Power Level ) and after all previous attempts at troubleshooting, the unit powers off by itself and can not turn back on without the charger? If yes, then the battery needs to be replaced. If the standard handset exchange is followed, it will not fix the problem. Please follow the battery replacement exchange process. If no, continue.After troubleshooting, does the handset (not the battery) seem to be the problem? 1. If yes, initiate exchange process, or warm transfer the call to HP for further diagnosis.Is the customer eligible for an upgrade? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Would the customer like to purchase an upgrade phone? If Yes, Continue with Upgrade

HYPERLINK ""

HYPERLINK ""BP If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems.2. If No, refer the customer to NRL for a replacement battery or charger. Close the call with the customer and note the appropriate systems. Battery Doesnt Stay ChargedCheck for prior power related issues or exchanges. If yes, have customer examine the device for battery related issues (see Inspect Battery for damage)Is the customer using the original battery that came with the handset? Make sure customer uses original battery or an HP authorized battery.Is the customer using the power charger that came with the iPAQ 510 or an HP power or auto charger? If yes, continue. If No, instruct customer to only use HP power adapters or auto chargers. Non-HP branded chargers could damage or prevent the iPAQ 510 from charging correctly. Log the brand and type of charger in the call notes. Does using the HP power adapter fix the problem? Yes, inform customers to use HP branded chargers. No, continue.Is the customer plugging the wall charger into the correct location? The wall charger can be plugged in to provide power and charge the iPAQ 510 device using two methods: Plugged to the USB sync cable enables the iPAQ 510 device to be powered and charged through the USB connector once the device is connected correctly to the USB cable Directly onto the iPAQ 510 through the small power adapter connector provided. Is the charger plugged into the charger properly?1. If yes, continue2. If no, coach customer how to hook up charger. Close call with customer and add call notes to the appropriate systems.Is the customer charging the device through the USB port? Make sure the iPAQ 510 is connected directly to a USB port on the PC, not to a USB hub or to a monitor USB port. Is problem fixed? If yes, close case and add call notes to the appropriate systems. If no, continue.How often does the customer charge the battery? The iPAQ 510 is a Smartphone and does not have the same battery life as a featured phone. It is best for most customers to charge the device at least once a day. If the customer is a heavy user of the device, charging more than once a day may be required. Instruct the customer they can also purchase another HP standard battery, and extended life battery.What is the customers daily, average talk time? If the customer uses a lot of talk time, the battery will not stay charged as long as if the handset is powered off. A standard battery will last for 4 hours of talk time only. Is this the probable issue? If yes, does the customer want to purchase an extra battery or vehicle power charger?i. If yes, refer to NRL (Nearest Retail Location)ii. If no, continue If no, continue.Does the customer roam or use the handset in low signal areas often? If yes, coach customer when the handset is roaming or using the phone in a lower signal area, it will drain the battery much quicker than if the handset is always used in strong coverage. If no, continueDoes the customer use the games, applications, WiFi or Bluetooth often?Using the games, applications, WiFi or Bluetooth often will drain the battery quicker. Is this the probable issue?Education: Instruct the customer to turn-off applications or features not in use. WiFi, Bluetooth applications should be turned off when not in use to help conserve power.Did all the above coaching indicate that the handset should hold a charge longer than it currently is?1. If yes, continue.2. If no, coach customer on power conservation by instructing to turn-off unused applications, close call add call notes to the appropriate systems.Does the customer have a Vehicle Power Charger or other charger?If yes, does the handset have a problem when charged with the other charger?1. If yes, continue.2. If no, charger needs exchanged, refer customer to NRL (Nearest

HYPERLINK ""

HYPERLINK ""Retail

HYPERLINK ""

HYPERLINK ""Location)Is customer calling from their iPAQ 510? If yes, is there another number you can call the customer back on to do the troubleshooting? If yes, call customer at that number and continue If no, coach customer that troubleshooting is needed, and to call back at their convenience from another phone, with the charger and handset. Close call and note appropriate systems. If no, continueDoes the customer have the charger and the handset with them? If yes, continue If no, coach customer that troubleshooting is needed, to call back at their convenience with the charger and handset. Close call and note appropriate systems.Inspect Battery for DamageHave the customer remove battery and inspect the leads on the handset and back of battery. See How to Remvoe Battery. If yes, has the handset been submerged in or exposed to water or other liquid? If yes, advise the customer that the phone has been damaged beyond economical repair. If no, continue Has the handset been dropped, exposed to extreme temperature, or is there cosmetic damage? If yes, advise the customer that the phone has been damaged beyond economical repair. Is the customer eligible for an upgrade? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Would the customer like to purchase an upgrade phone? If Yes, Continue with Upgrade

HYPERLINK ""

HYPERLINK ""BP If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If No, continue.Have the customer plug handset back into charger and the charger back into the outlet and then make sure the handset is turned on.If no, is the charger still under warranty? 1. If yes, warm transfer the customer to HP to replace any in-the-box accessory, including the charger. 2. If no, does the customer want to purchase a new charger? 1. If yes, refer customer to HP to purchase any in-the-box accessory, including the charger.2. If no, continue.If yes, close call with customer and add call notes to the appropriate systems. How to Check the Power LevelTo check the power level: 1. Press Start > Settings > More... > Power Management2. Check the Main battery about the Power Level.3. Press Done.or 1. Press Start > More > Accessories > Resource Manager 2. Check the Power Status sectionHow to Power Cycle the PhoneTo power cycle the phone, 1. Long press the Power Button/End Key to turn off phone first and thenLong press the Power Button/End Key to turn on the phoneHow to Power the Phone On/Off1. To power on the phone a. Make sure if battery is inserted and with power capacityb. Long press the Power Button/End Key to turn on your HP iPAQ. 2. To power off the phone Long press the Power Button/End Key to turn off your HP iPAQ.Phone Wont Power OnCheck for prior power related issues or exchanges. If yes, have customer examine battery cover door for damage or battery related issues.Make sure customer holds the power button on for 2 seconds Did it turn on? Yes, close call with customer. No, continue.Soft Reset the HP iPAQ 510 (this operation will not erase personal data or any applications loaded by the customer). Did it turn on? Yes, inform the customer that resetting the device fixed the hang that prevented the phone from turning on. Have customer try to turn off and on the phone again to make sure. If no, continue.Have you downloaded or installed anything, like a software application, ringtone, or photo, to the phone recently? If no, continue. If yes, do not initiate an exchange if a software application, ringtone, or photo was installed. Please following the instructions to hard reset the device, which will remove all customer data including customer installed software. Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To). Educate customer that if they re-install software and the problem still occurs, customer should contact support of the company that created the software. Then continue with troubleshooting if needed.Is the customer using the original battery that came with the handset? If yes, continue. If no, have customer obtain one from NRL.Ask the customer when the battery was last charged. Is the handset charged enough to power on? 1. If Yes,Does the customer need coaching on how to power the phone on?1. Yes, see Powering Phone On/Off instructions2. NoDoes the problem occur when the battery is fully charged?1. Yes, warm transfer to HP for further troubleshooting of any in-the-box accessory, including the battery. Close the call with the customer and add call notes to the appropriate systems.2. No, the iPAQ 510 series doesnt require a full battery in order to operate correctly. Coach the customer to try to keep their battery level above 10% so that the system will not turn-off. Close the call with the customer and note the appropriate systems.2. If No, continue.Does the customer have more than one charger? If Yes, does the handset have a problem when charged with all chargers? If Yes, continue. If No, refer the customer to nearest local store for a replacement charger. Close the call with the customer and note the appropriate systems. If No, continue. Have the customer check for liquid damage (see How to Check for Liquid Damage)Is there liquid damage?1. Yes

HYPERLINK "", Has the handset been submerged in or exposed to water or other liquid? 1. Yes

HYPERLINK "", Advise the customer that the phone has been damaged beyond economical repair. No, continue.Has the handset been submerged in or exposed to water or other liquid? 2. Yes

HYPERLINK "", Advise the customer that the phone has been damaged beyond economical repair. Does the customer have Insurance with Lock/Line? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Advise the customer to file a claim with the handset insurance department. Warm transfer the customer to Lock

HYPERLINK ""/

HYPERLINK ""Line, and close the call with the customer, and note the appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Is the customer eligible for an upgrade? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Would the customer like to purchase an upgrade phone? If Yes, Continue with Upgrade

HYPERLINK ""

HYPERLINK ""BP If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. No, continue. No, continue. Have the customer perform a hard reset. Inform the customer that it will remove all the customers data and installed programs on the iPAQ 510. Follow the steps to perform a Hard Reset. Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To). Did it fix the problem? Yes, review charging basics and close the case. If no, continue.Have the customer inspect how the battery fits on the back of the handset. Is the battery loose? If loose, make sure the customer is placing the battery into the battery cavity properly (see How to Properly Remove the Battery Cover Door/Battery). Check if phone was dropped, damaged, or exposed to extreme temperatures. If so, phone is out of warranty. If still loose, may need to take it into the local store and have them check to see if they need a new battery.How to Properly Remove Battery Cover Door / BatteryTo remove the battery cover, slide the battery cover down and away from the HP iPAQ.

Next, remove the battery.

NOTE: If the battery is already installed, remove it before inserting the SIM card. The SIM card is provided by a mobile phone service provider.How to Check for Liquid Damage Take off battery cover (see How to Properly Remove the Battery Cover Door/Battery). Remove the battery. Have customer check the LDI (Liquid Damage Indicator) on the phone. It is located on the up-left side of the battery cavity on the phone. Check to see if white, red/pink, or missing. If LDI shows liquid damage (red/pink), go through out of warranty process.Liquid DamageNormal

How to Properly Replace the Battery Cover Door

1. Align the battery connectors on the battery with the housing pins in the battery compartment and insert the battery.2. Slide the battery cover on until it clicks into place2. Headset / Microphone / Speaker Phone Related IssueHeadset not workingHave the customer disconnect and reconnect the headset, making sure the connection is good. (Sometimes the headset jack can be partially inserted instead of fully inserted, and this would cause the headset not to work.) Did this resolve the issue? If Yes, close the call with the customer and note the appropriate systems. If No, continue.Go to Adjusting Earpiece VolumeVolumeHave customer perform a Soft Reset. Fixed? Yes, close case. No, continue.Ask customer if the iPAQ was pulled out of the holster while the headset was attached. Inform the customer that iPAQ may have been damaged. This is an out of warranty eventCheck for Liquid Damage.(Go to How to Check for Liquid Damage)Have the customer make a test call using the headset. Did this resolve the issue? If Yes, advise the customer of a possible software error that was cleared by performing the soft reset. Close the call with the customer and note the appropriate systems. If No, continue. Have the customer make a test call WITHOUT using the headset. Did this resolve the issue? If Yes, advise the customer the headset may not be working and should be replaced. If in warranty, initiate a headset replacement for the customer. Otherwise, refer the customer to the NRL (Nearest

HYPERLINK ""

HYPERLINK ""Retail

HYPERLINK ""

HYPERLINK ""Location). Close the call with the customer and note the appropriate systems. If No, continue with Cannot Place or Receive Calls or handset earpiece/speaker not working BP.Adjusting Earpiece VolumeIf your headset earpiece / handset speaker is not working, 1. Adjusting the Earpiece Volume by pressing Volume up / down key, make sure the earpiece volume is not under ZERO bar.2. Press HOME key to home screen, click Profile 3. Select Menu > Edit under active profile4. Make sure all the Volume settings are not 0 or vibrate setting.5. Plug-out then plug-in headset again then testing.6. Power cycle the phone and try againYou can change the volume for various sounds, such as the sound you hear when you select program names and menu options.1. Press Start > Settings > Profiles.2. Select the profile for which you want to adjust the volume.3. Press Menu > Edit.4. Select the option for which you want to adjust the volume, such as Ring, Alarm, Reminder, Notification, and System Sound Volume.5. Navigate to increase or decrease the volume.6. Press Done.NOTE: You can also press the volume control on the left side of your HP iPAQ 510 to quickly change system volume.You can also specify the sound you want to hear for a notification.1. Press Start > Settings > Sounds.2. Select an event name and choose how you want to be notified by selecting the appropriate option.You can choose from several options, such as a special sound for Ring tone, Internet calling ring tone, Reminders, New Text Messages, New e-mail, New voice message, New instant message, New channel message, Alarm clock, SIM toolkit messages, Exclamation, Questions, Warnings, and Keypad control.3. Press Done.NOTE: Turning off notifications helps conserve battery power.Headset Earpiece / Handset Speaker not WorkingDoes the problem happen when using a hands free device such as a headset or the speaker function on the phone? If yes, continue with next step. If no, skip next step. Does the problem happen on all calls, in every area, at all times? If yes, continue. If no, go to call Voice Quality.Is the volume too low on the handset, or is the earpiece/handset speaker completely silent? If volume is low, go to Adjusting Earpiece Volume. Did this resolve the issue? If Yes, inform the customer that they may be inadvertently adjusting the volume by pressing the left side volume button while in the holster or while handling it. Close the call with the customer and note the appropriate systems. If No, continue. If completely silent, continue. Has the handset been dropped, damaged, or exposed to extreme temperatures? If Yes, advise the customer that the phone has been damaged beyond economical repair. Is the customer eligible for an upgrade? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Would the customer like to purchase an upgrade phone? If Yes, Continue with Upgrade

HYPERLINK ""

HYPERLINK ""BP If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Would customer like to purchase a phone at the no commitment price? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process sale at no commitment price, close call with customer and note appropriate systems. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Does the customer want to do an OOW exchange? If

HYPERLINK ""

HYPERLINK ""Yes

HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

HYPERLINK ""

HYPERLINK ""No

HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If No, continue.Is the headset working properly, and the internal speaker not working on the headset? Check for any physical damage to audio jack. If yes, advise the customer that the phone has been damaged beyond economical repair. Make sure there is nothing plugged into the audio jack of the iPAQ 510 Have customer run a simple audio test by accessing on Start > Settings > Sounds > from the right soft key menu, select any type of sounds and choose Play. Does the customer hear a ringing sound? (make sure volume is not off or set too low) (Adjusting Earpiece Volume)1. Skip the next step.2. If no, then initiate exchange. Log what headset the customer plugged in. (if the audio jack fails, it will always think that a headset is plugged in, and audio will not be directed to earpiece or speaker)Check for Liquid Damage.(Go to How to Check for Liquid Damage)Perform a hard resetInform the customer that it will remove all the customers data and installed programs on the iPAQ 510. Follow the steps to perform a Hard ResetIs the customer eligible for an upgrade? If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. . Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To).Place a test call with the customer. Did this resolve the issue? If Yes, advise the customer of a possible software error or personal setting that was cleared by performing the hard reset. Close the call with the customer and note the appropriate systems. If No, is the handset still under warranty? If Yes, warranty exchange the handset. If No out of warranty process.Activating / Deactivating SpeakerphoneTo activate speakerphone mode1. When a voice call is made, long press TALK key can activate speakerphone mode2. On Dialing screen, press Menu > Speakerphone On to turn on speakerphone modeTo deactivate speakerphone mode1. On Dialing screen, press Menu > Speakerphone Off to turn off speakerphone modeMicrophone Not WorkingDoes the problem happen on all calls, in every area, at all times?1. If yes, continue. 2. If no, go to Call Voice Quality.Has the handset been dropped, damaged, or exposed to extreme temperatures?1. If Yes, advise the customer that the phone has been damaged beyond economical repair. Is the customer eligible for an upgrade? If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems.2. If No, continue.Check for Liquid Damage.(Go to How to Check for Liquid Damage)Is the customer eligible for an upgrade? If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems.User Voice Recorder to test microphone functionality1. Adjusting the Earpiece Volume 2. Press Start > More > Voice Recorder 3. Press Record and say some words to microphone to record audio (microphone is under bottom of iPAQ 510)4. Press Stop to stop recording5. Select the audio you record and press Menu > Play to play the audio6. Verify if you are able to hear sound, if yes, microphone is good.7. If no, power cycle the phone and test againIs the microphone on headset working properly, and the microphone on the handset not working? Check for any physical damage to audio jack. Ask customer if they pulled the phone out of the holster while the headset was plugged in. If not, educate them to disconnect the headset before removing the phone from the holster. If yes, advise the customer that the phone has been damaged beyond economical repair. No physical damage seen,1. If yes, check volume settings and initiate a test call.1. Problem fixed?1. If Yes, close call with customer (Add call notes to Log)2. If No, then initiate exchange. (Add call notes to Log) - (if the audio jack fails, it will always think that a headset is plugged in, and the microphone on the phone will not be turned on)2. If No, continue.Place a test call with the customer. Is the issue resolved?If Yes, advise the customer of a possible software error that was cleared by performing the master reset. Close the call with the customer and note the appropriate systems. 1. If No, is the handset still under warranty?1. If Yes, initiate a warranty exchange2. If No, out of warranty exchange. 3. Display Related IssuesDisplay is DamageAsk the customer to describe what is happening with the display Is the display faded, black, blank, shows the wrong characters, missing pixels or lines of pixels? If yes, go to Display is Faded, Black, Bland or Missing Lines/Characters If no, is the display cracked, bleeding, or damaged to the point that the customer cannot use the display? If yes, advise the customer that the phone has been damaged beyond economical repair. Close call with customer and note appropriate systems If no, follow out of warranty process.Display is Faded, Black, Blank, or Missing Lines / CharactersAsk the customer to describe what is happening with the display Is the display bleeding or is the glass damaged in any way? If yes, go to Display is Damaged If no, continue.Is the display completely blank? If Yes, Perform a Soft Reset Did this fix the issue? If yes, educate the customer on how to adjust the backlight and power settings. Close the call and note the appropriate systems. If No, continue If No, continueIs the display extremely dim? Verify that the backlight settings are not set to zero. If they are, either the unit has to be hard reset or the backlight settings must be set higher.Perform a Hard Reset Did this fix the issue? If Yes, Close the call and note the appropriate systems. If No, Is the handset still under warranty? If yes, initiate a warranty exchange If no, follow out of warranty process.Display not workingIs the display cracked or bleeding? (Bleeding refers to cracked crystals that result in a dark liquid type appearance on the display screen) If yes, advise the customer that the phone has been damaged beyond economical repair. Is the customer eligible for an upgrade? If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If No, continue.Has the customer downloaded or installed anything, like a software application, ringtone, or photo, to the phone recently? If No, continue. If Yes, do not initiate an exchange if a software application, ringtone, or photo was installed. Please following the instructions to hard reset the device, which will remove all customer data including customer installed software. Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To). Educate customer that if they re-install software and the problem still occurs customer should contact support of the company that created the software. Then continue with troubleshooting if needed.Has the handset been dropped, damaged, or exposed to extreme temperatures? If Yes, advise the customer that the phone has been damaged beyond economical repair. Is the customer eligible for an upgrade? If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems. If No, continue.Perform a Soft Reset Did you hear power on audio and see the back light or key light is working and the display is working normally? If Yes, close the call and note the appropriate systems. If No, continuePerform a Hard Reset Did this fix the issue? If Yes, Close the call and note the appropriate systems. If No, Is the handset still under warranty? If yes, initiate a warranty exchange If no, out of warranty process.Is the customer eligible for an upgrade? If

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HYPERLINK "", Process an OOW exchange in RLM. We prefer that customers do not utilize this option, however we will process an OOW exchange if they insist. If

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HYPERLINK "", Advise the customer to call 866-CINGULAR if he/she decides to purchase a new phone at a later date. Close call with the customer and note the appropriate systems.4. General Know HowHow to Perform a Soft ResetThis is WindowsMobile6 Smartphone device and it doesnt support Soft Rest function. The Power On/Off is the same as the Soft Rest function in PocketPC. Power On /Off the device by long pressing the power key. Soft reset is as known as Power Cycle too.How to Perform a Hard ResetThere are 2 ways to perform Hard Reset:Method 1:1. Power off device.2. Press ACTION key and then power on device.3. You will see the confirm messages on screen.4. Press Left-Soft key to make sure to perform Hard Reset.Method 2:1. On the Home screen, click Start > Settings > Security > Restore Factory Settings.2. Under the selection of Restore Factory Settings, click YES. 3. Then click Done. 4. Then click OK to confirm.How to change the backgroundTo change the background settings:1. Press Start > Settings > Home Screen2. Select Home screen layout3. To customize additional settings, select the appropriate options you want4. Press DoneBesides, you are able to change the color scheme and background image. 1. On the Color Scheme option, select the Color scheme type as you want2. On the Background image option, select the background image type as you want.How to change Display LanguageThe style in which language, locale, numbers, currency, dates, and times are displayed and specified in regional settings.To change the regional settings:1. Press Start > Settings > More... > Regional Settings.2. Select your desired Language.The language you select determines the available options.3. To customize additional settings, select the appropriate options you want, such as Locale, Short date style, Long date style, Time format, Positive number, Negative number, Positive currency, Negative currency.4. Press Done.To change the additional settings, follow steps 1 through 4 above, and then perform one of the following: On the Language option, select the language display options you want. On the Locale option, select the locale display options you want. On the Date option, select the date display options you want. On the Time option, select the time display options you want. On the Number option, select the number display options you want. On the Currency option, select the currency display options you want.How to Customize the Owner InformationEnter the owner information so that your HP iPAQ 510 can be returned to you if it is lost.1. Press Start > Settings > More... > Owner Information.2. Enter your personal information In Name, enter your name. In Telephone, enter a number where you can be reached. In E-mail address, enter your e-mail address. In Notes, enter any other information you want to include. 3. Click DoneHow to Re-calibrate the ScreenSmartphone doesnt contain touch screen, it is no need to calibrate the screen.How to Access Windows Media PlayerPress Start > More > Windows Media to open the windows media player.Using Windows Media 10 series, you can play media audio and video files, and MP3 audio files stored on your phone or memory card. It supports three different display screens: Play screen (default) To display the Play screen, navigate to a file you want to play or select a folder and press the Action button. Now Playing screen To display the Now Playing screen, press Now Playing from the Play screen. Library screen To display the Library screen, press Menu > Library > My Device (HP iPAQ) or Memory.NOTE: Press Menu > Update Library to search for folders on your HP iPAQ 510 or memory card and add the folders to the Library screen.To create a new playlist:1. On the Library screen, press Menu > Open File.2. Navigate to the required media file, and press Menu > Queue Up to add the media file in the now playing screen.3. Press Menu > Now Playing to go to the Now Playing screen.4. Press Menu > Save Playlist to save the list of media files on the Now Playing screen.NOTE: Navigate the Library screen to select the playlist you want to delete, and then press Menu > Delete from Library.To play media files:1. Navigate to a file you want to play or select a folder, and press the Action button.2. On the play screen, press Menu > Play/Pause to play or pause the media file or press Action to pause/play while playing/pausing.3. Press Menu > Stop to stop the currently playing media file.NOTE: On the Play and Now Playing screen, press Menu > Shuffle/Repeat to play all the files in the playlist randomly or repeatedly.You can play your media files by using the voice commander application on your HP iPAQ.1. Press the Voice Commander button on bottom-right side of your HP iPAQ 510.2. Hold your HP iPAQ 510 ten cm away from your face and say Play Music/ (Media File Name) to play the media file.NOTE: The Play Music voice command will only play media files present in an existing playlists.NOTE: Press the Voice Commander button and say Pause/Resume Music to pause or resume the media file.How to Play a Windows Media File on the NetworkTo play a streaming media file on the web:1. On the Library screen, press Menu > Open URL.2. Enter the URL for streaming file, and press OK.How to Beam FileIn the Calendar, Contacts, and Tasks programs, you can use Notes.You can do the following steps to transfer notes from HP iPAQ 510 to other devices:1. For an existing item in Calendar, open the appointment and press Menu > Beam Appointment.2. For an existing item in Contacts, press Menu > Send Contact > Beam3. For an existing item in Tasks, open the task and press Edit > Beam TaskIn the File Manger program, you can navigate and select a file to be transferred.1, Navigate file directory and select a file2. press Menu > Send&Receive > Send by Bluetooth NOTE: You should have the Bluetooth connection on to transfer notes.How to receive beamed information1. On the Home screen, click Start > Settings. 2. Click Connections > Beam. 3. Select Receive incoming beams. To receive beams by using Bluetooth, ensure that Bluetooth is turned on and that your device is visible and within close range. 4. Click Done. NotesOnce you select Receive incoming beams, your device automatically receives beams until you clear this check box.Your device can receive all types of beamed files, but you may not be able to view all types of files on the device. You may need to copy some files to a PC for viewing.5. Bluetooth Related Issues / Know HowBluetooth not ConnectingIs the Bluetooth function turned on the iPAQ 510 as well as the other Bluetooth device? If Yes, continue. If No, have the customer power the Bluetooth function on both devices, and continue.Are both the iPAQ and the accessory charged? If Yes, continue. If No, make sure to charge both devices before continuing. Is the non-iPAQ Device within range of the iPAQ? If Yes, continue. If No, make sure the phone and device are within 20ft of each other for proper pairing and continue.Has the customer established a Trusted Pair between both devices? If Yes, continue. If No, follow the steps for How to Pair with Another DeviceNOTE:If a Bluetooth Trusted Pair has already been created, have the customer Delete the current Trusted Pair, and recreate the trusted pair using How to Pair with Another DeviceDid this resolve the issue? If Yes, close the call and note the appropriate systems. If No, continue.Perform a Soft Reset. Did this resolve the issue? If Yes, close the call and note the appropriate systems. If No, Delete the current Trusted pair, and recreate the trusted pair Did this resolve the issue? If Yes, close the call and note the appropriate systems If No, continue.Perform a Hard Reset Inform the customer that this will delete all their data, settings and added programs from their HP iPAQ 510 Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To).Recreate the trusted pair using How to Pair with Another Device Did this fix the issue? If Yes, Close the call and note the appropriate systems. If No, customer needs to try another Bluetooth device or contact Bluetooth device manufacturer. Does this fix the issue? If Yes, close the call and note the appropriate systems. If No, Is the handset still under warranty? (BT issues are very rarely ever fixed by an iPAQ exchange) If yes, warranty exchange the handset If no, out of warranty process Bluetooth How to Create a New ProfileThe functions that Bluetooth supports are called services or profiles. You can communicate only with Bluetooth devices that support at least one of the following profiles: ActiveSyncUses SPP (Serial Port Profile) to connect to ActiveSync on a computer Advanced Audio Distribution Profile (A2DP) Audio Video Remote Control Profile (AVRCP) Personal Area Networking (PAN) Generic Access Profile (GAP) Hands Free Profile (HFP) Headset Support Profile (HSP) Human Interface Device Profile (HID) Object Exchange (OBEX) Protocol Object Push Protocol (OPP) Serial Port Profile (SPP)The Bluetooth profile or service would be created after Add new device, see How to Pair with another DeviceBluetooth How to Establish a Serial ConnectionSet up an outgoing Bluetooth COM portThe New Outgoing Port menu command is available only if one or more Bluetooth-connected devices support serial port (COM) connections. 1. Make sure that your device is currently connected to the other device via Bluetooth. 2. On the Home screen, click Start > Settings > Connections. 3. Click Bluetooth > Menu > COM Ports. 4. Click Menu > New Outgoing Port. 5. Select a numbered COM port from the list. If the port cannot be created, it is in use. Select a different numbered port. 6. To use this COM port to communicate only with devices with which your device has a Bluetooth partnership, select the Secure Connection check box. 7. Click Done. Bluetooth How to Exchange Business CardsTo beam a Contact, you can do the following to transfer a Contact from HP iPAQ to other devices:1. For an existing item in Contacts, press Menu > Send Contact > BeamNOTE: You should have the Bluetooth connection on to transfer a Contact.Bluetooth How to Pair with another DeviceYou can create a partnership between your HP iPAQ and another device that has Bluetooth capabilities.Once you do this, the devices must have Bluetooth turned on but do not need to be discoverable for you to exchange information between them.1. Be sure the two devices are turned on, discoverable, and within close range.2. On the Home screen, scroll and select Wi-Fi to open the Wireless Manager and press the Action Button. And scroll to select Bluetooth button.orClick Start > Settings > Connections > Bluetooth3. Press Menu > Bluetooth Settings to create a partnership.4. Press Add New Device. Your HP iPAQ searches for other devices with Bluetooth capabilities and displays them in the list.5. Select the name of the other device, and press Next.6. Specify a Passcode for authentication.7. Enter the same Passcode on the other device.8. Press Done.9. To give the partnership a more meaningful name, press Menu > Edit.Bluetooth How to Save Configuration Settings in a Profile 1. Make sure that your device and the Bluetooth device are turned on, discoverable, and within close range. 2. There should be an existing profile. If not, see Pair with another BT device 3. Click Bluetooth > Menu > Edit. 4. Modify the name of the BT device, and click Next. In the services list, select or deselect the check box (wireless stereo, serial port) for the supported service by another Bluetooth device, and click Done.

Bluetooth How to Set Accessibility Properties1. On the Home screen, scroll and select Wi-Fi to open the Wireless Manager and press the Action Button. And scroll to select Bluetooth button.orClick Start > Settings > Connections > Bluetooth2. Highlight a profile and press Menu > Turn On VisibilityNOTE: If you no longer want your HP iPAQ 510 to be discoverable, press Menu > Turn Off Visibility.Bluetooth How to Use Dial Up NetworkingNot support, use PAN instead. (see How to Host a Personal Area Network)Bluetooth Personal Area Network How to Host a Personal Area NetworkSetting up a Bluetooth modem connection:1. Make sure that your phone is not connected to your PC.2. Press Start > More > Internet Sharing.3. Scroll to PC Connection and navigate to select the type of connection you want to use. Select Bluetooth PAN in this case.4. Press Network Connection and navigate to select the GPRS network connection you want to use.5. Make your HP iPAQ visible and detectable. Connect the Bluetooth PAN to your PC and create a partnership between them. See Pair with another BT device 6. Press Connect after partnership is established.7. Check the Status is connected.Bluetooth Personal Area Network How to Join a Personal Area NetworkiPAQ 510 doesnt support this feature.6. WiFi Related IssuesWi-Fi does not connectIs the WiFi function in the iPAQ 510 device turned on? If Yes, continue. If No, have the customer turned on the WiFi function (How to Turn On Wi-Fi) and continue.Is the customer in the range of a network wireless device (AP or Router)? Once the WiFi radio is ON, but not connected, the WiFi icon should be appeared on the Homescreen Instruct the customer to check for available networks (see How to Determine if WiFi is turned on)If Yes, proceed to How To setup a network connection Was the customer able to setup a connection?Ask the customer to check the connection by accessing a known website such as Yahoo (www

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HYPERLINK "") or Favorites in pIE.If Yes, close the call and add call notes to the appropriate systems If No, request the customer to check for a valid IP address (Check for a valid IP address)If No, instruct the customer to get to within the range of wireless network adapter before continuing (within 100 ft from the AP or Router), turn WiFi radio off (wifi icon on the HomeScreen should be disappeared), then turn WiFi radio ON. (See How to turn on/off Wi-Fi / How to determine if Wi-Fis status)Is the customer device able to detect and connect to a Wi-Fi network?If Yes, close the call and add call notes to the appropriate systems.If No, ask the customers to Perform a Soft Reset and to reset the AP/Router (see the AP/ Router manufacturers instructions on how to reset the AP/Router). Did this resolve the issue? If Yes, close the call and add call notes to the appropriate systems. If No, continue Perform a Hard Reset Inform the customer that this will delete all their data, settings and added programs from their HP iPAQ 510. Customer may want to save personal files or other data they may want to keep (see Memory Management/ Backup How To). Ask the customer to proceed with setting up a network connection (How To setup a network) once more.Is the customer device able to detect and connect to a network?If Yes, close the call and add call notes to the appropriate systems.If No, ask the customer to re-enter the Network key once more. Does this resolve the issue? If Yes, close the call and add call notes to the appropriate systems. If No, ask the customer to check with the companys network administrator to ensure the Network key (passcode) is correct and to go through the process of setting up the network connection once more (see How To setup a network).If problems continue, warm transfer the customer to HP.How to Determine WiFi Networks statusIf Wi-Fi was turned on?Once the WiFi radio is turned ON (see How to Turn On Wi-Fi), you may see the Wi-Fi status icon on the HomeScree,

If Wi-Fi is connected into an AP?And, if the Wi-Fi is connected into an AP, the status icon becomes to be circled as well as an AP SSID is shown on the HomeScreen. Such as the picture below,

If Wi-Fi AP list is available?1. Press Start > Settings > Connections > Wi-Fi.Ora. on the Home screen, scroll and select Wi-Fi to open Wireless Managerb. Highlight Wi-Fi buttonc. Menu > Wi-Fi Settings2. You can see a list of available Wi-Fi network, such as bellowing picture.

How to Turn On/Off Wi-FiThere are 2 methods to turn on WiFi:1. Turn on via Wireless Managera. Press Action key on network name plug-in on Homescreen to launch Wireless Manager.b. Goto and highlight Wi-Fi button, press Action key on the button can turn on / off Wifi.2. Turn on/off via Wi-Fi SettingPress Start > Settings > Connections > Wi-Fi > Menu > Turn On Wi-FiPress Start > Settings > Connections > Wi-Fi > Menu > Turn Off Wi-FiWi-Fi How to setup a network connectiona. Automatically Connecting to a Wi-Fi NetworkWhen you turn on the Wi-Fi radio, your HP iPAQ automatically detects Wi-Fi networks that are broadcasting their signal. If your Wi-Fi network isn't set to broadcast, then you have to connect to it manually. Before trying to connect to a Wi-Fi network, determine if authentication information is needed by contacting your network administrator.1. Press Start > Settings > Connections > Wireless Manager.Or on the Home screen, scroll and select Wi-Fi to open Wireless Manager.2. Scroll to select Wi-Fi button and press the Action button to turn Wi-Fi on.3. Once your HP iPAQ detects any existing Wi-Fi network, select the network you want to connect to and press Connect.b. Manually Connecting to a Wi-Fi Network1. Press Start > Settings > Connections > Wi-Fi.Ora. on the Home screen, scroll and select Wi-Fi to open Wireless Managerb. Highlight Wi-Fi buttonc. Menu > Wi-Fi Settings2. Navigate to New and press the Action button.3. Enter the network name.4. Choose a connection method. Select Internet to connect to the Internet through an Internet Service Provider (ISP) or select Private/Work Network to connect to a company network. You should only choose Work if the network requires a proxy server.5. Press Next to go to the Network Key screen. To use authentication, select the authentication method from the Authentication list. To use data encryption, select an encryption method from the Data encryption list. To automatically use a network key, select The key is automatically provided check box. Otherwise, enter the network key. Press Next6. Select EAP type if you want to use IEEE 802.1x network access controlNOTE: To delete a connection, press Start > Settings > Connections > Wi-Fi. Select the required connection and press Menu > Delete.Check for a valid IP address1. Press Start > Settings > More > AssetViewer.2. On AssetViewer, select Wi-Fi, check the IP Address in this page.3. The customer should be able to observe the IP address in the following format NNN.NNN.NNN.NNN.4. Press Done7. VoIP Related IssuesVoIP does not connect1. Check WiFi Network status. (see How to determine Wi-Fi status)2. Check if VoIP is turned on or not? (See How to turn On/Off VoIP)3. Check if VoIP account or server setting is correct? (See How to Setup VoIP)How to turn On/ Off VoIP1. In the HomeScreen, scroll down and select to Internet Calling2. Press Action key > Use Internet Calling3. Select Never to turn off VoIP Select Only if cellular is not available to select VoIP when GSM network is not available.Select Whenever available to turn on VoIP.VoIP How to setup VoIP Server and Account VoIP setting is configured by the PC tool - HP iPAQ Setup Assistant1. Make sure you have installed HP iPAQ Setup Assistant.2. Plug USB cable and connect with PC using ActiveSync.3. Launch HP iPAQ Setup Assistant > click Setup iPAQ NOTE: turn on Internet Calling and Wi-Fi on you iPAQ before you begin cofiguring the VoIP setting.4. Select the Category of VoIP5. Fill the necessary data field in the Account, Server or Voice Mail section(If you are not sure of these setting, please contact with your service provider)8. Calling Related Issues / SettingsVoice QualityYou may be unable to hear to voices clearly if you turn on the in-call mute function. Turn off this function to be able to listen to voices clearly.You may hear disturbing noises if you use your HP iPAQ near a microwave oven, speakers, or a television set. Avoid using your HP iPAQ near such items as it has an adverse effect on the voice quality.Customer is able to make a call, but has difficulty hearing the other personDetermine which type of headset (if one used) the customer is using:If Bluetooth headset go to Bluetooth ConnectionIf Wired headset go to Wired Headset Connection orIf no headset used go to No Headset Used during CallBluetooth Connection1. Ask the customer if the issue occurs when using a Bluetooth headset.If No, proceed to Wired Headset Connection or No Headset Used during CallIf Yes, Is the Bluetooth headset sufficiently charged? It is not uncommon to experience low tone or garbled conversations due to a Bluetooth headset low battery condition. If No, instruct the customer to charge the Bluetooth headset and call back if problems continue. If Yes, continue Is the Bluetooth headset in near proximity (within 10 ft.) from the iPAQ 510? If Yes, make a test call to the customer and listen to the quality of audio Did this result in a poor voice of quality connection? If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists. If Yes, instruct the customer to increase the Bluetooth headset volume. If the problem persists, continue to the next step 2 below. If No, ask the customer to get to with 10 feet from the iPAQ 510 and make a test call to the customer and listen to the quality of audio Did this result in a poor voice of quality connection? If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists. If Yes, instruct the customer to increase the Bluetooth headset volume. If the problem persists, continue. Inquire the customer if issue occurs when moving or stationary? If moving, does it occur in a particular area or all the time? Place a test call to the customer while moving and determine if issue exists.If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists.If Yes, continue If stationary, does it occur in a particular area or all the time? Place a test call to the customer and determine if issue exists.If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists.If Yes, continue2. Request the customer to check both volume settings on the iPAQ and Bluetooth headset NOT to be to maximum. If Yes, request to reduce the volume to the Bluetooth headset and iPAQ (see Adjusting Earpiece Volume) If No, continue Place a test call to the customer. Is the issue resolved? If Yes, close the call with customer and add call notes to the appropriate systems If No, continue3. Ask the customer to check the signal strength at the top of the screen Is the signal 2 or more bars? If so, skip next step and continue. For signal strength showing less than 2 bars, advise the customer the issue with poor connection or bad quality of voice may be due to do poor reception area. Instruct the customer to perform a Soft ResetDoes this resolve the problem? If Yes, close the call with customer and add call notes to the appropriate systems If No, continue Instruct the customer to perform a Hard ResetDoes this resolve the problem? If Yes, close the call with customer and add call notes to the appropriate systems If No, begin the exchange process and add call notes to appropriate systems. Warm transfer the customer to HP. If signal strength shows 2 or more bars consistently, place a test call to the customer. Does the issue persist? If No, close the call with customer and add call notes to the appropriate systems If Yes, begin the exchange process and add call notes to appropriate systems. Warm transfer the customer to HP.Wired Headset Connection1. Ask the customer if the issue occurs when using a wired headset.If Yes, Place a test call to the customer and request customer to check the headset and iPAQ volume setting (go to Adjusting Earpiece Volume) Is the issue resolved? If Yes, close the call with customer and add call notes to the appropriate systems If No, continue2. Ask the customer to check the signal strength at the top of the screen Is the signal 2 or more bars? If so, skip next step and continue. For signal strength showing less than 2 bars, advise the customer the issue with poor connection or bad quality of voice may be due to do poor reception area. Instruct the customer to perform a Soft ResetDoes this resolve the problem? If Yes, close the call with customer and add call notes to the appropriate systems If No, continue Instruct the customer to perform a Hard ResetDoes this resolve the problem? If Yes, close the call with customer and add call notes to the appropriate systems If No, begin the exchange process and add call notes to appropriate systems. Warm transfer the customer to HP.Is the incoming bad audio on the customer side or is the bad audio quality listened to only by others in the call?1. If bad audio on customer side, add call notes to appropriate systems and continue. Inquire if customer is in a good coverage area? If Yes, place a test call to the customer.Does this result in bad audio quality? If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists. If Yes, request the customer to make sure the headset (if in use) and the iPAQ unit are making good contact (see Adjusting Earpiece Volume) Place a test call to the customer. Did this resolve the issues? If Yes, close the call with customer and add call notes to the appropriate systems If No, ask the customer to describe the bad audio quality to be robotic, choppy, voice mixed with a buzzy noise? Add call notes to appropriate systems and continue, Inquire the customer if issue occurs when moving or stationary? If moving, does it occur in a particular area or all the time? Place a test call to the customer while moving and determine if issue exists. If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists. If Yes, continue If stationary, does it occur in a particular area or all the time? Place a test call to the customer and determine if issue exists. If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists. If Yes, continue Request the customer to initiate a Soft Reset. Does this resolve the issue? If Yes, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists. If No, begin the exchange process and add call notes to appropriate systems. Warm transfer the customer to HP.Handset Mode (no headset used)4. If no headset attached to the iPAQ, request the customer to check the device volume settings to mid-range (see Adjusting Earpiece Volume): Request the customer to describe the type of voice quality or noise issue (i.e. metallic/robotic, distorted, static, voice cutting out, echo, buzzing, etc.). Add call notes to appropriate systems and continue. Is the source of noise coming from the iPAQ unit or a near by electronic equipment such as large displays, speakers, or unshielded speaker phone? If from near by electronic equipment, advise the customer to maintain a safe distance from the equipment creating feedback/static noise. Verify the noise goes away at a distance, close the call with the customer and add call notes to the appropriate systems (include a statement defining this to be a Near by Appliance feedback. If from the iPAQ device, inquire if the customer experiences this issue in low signal coverage area If Yes, advise the customer it is normal to experience poor voice quality in low coverage areas. Educate the customer the proper way to hold the iPAQ device, close the call and add call notes to appropriate systems. If No, inquire the details of the customer experience with the noise during the call (i.e. place, time, call to another mobile subscriber, etc.). Add call notes to appropriate systems. Did the customer experience the noise while calling another mobile subscriber? If Yes, explain poor quality of voice call can be expected if the other person in the call is in low coverage area (Insure the customer is holding the device in the most optimal way to improve the voice calling experience. Close the call and add call notes to appropriate systems. If No, is the noise either distorted tone of voice, choppiness, voice cutting out, metallic/robotic or static)? Add detailed call notes that best describes the customer experience to appropriate systems and continue.Inquire if the noise occurs at all times? Add call notes to appropriate systems (add a statement in call notes defining this to be a spurious noise) and continue,If Yes, place a test call to the customer and determine if a noise does exist.If No, close the call, add call notes to appropriate systems and ask the customer to call back if issue persists.If Yes, add call notes to appropriate systems (add a statement in call notes defining this to be a spurious noise) and initiate an exchange.If No, add call notes to the appropriate systems and continue by placing a test call to the customer. Inquire of the customer if there is a perceivable noise?If Yes, add call notes to appropriate systems (add a statement in call notes defining this to be a spurious noise) and initiate an exchange.If No, add call notes to appropriate systems and continue. Inquire if the customer experienced an echo during previous calls. Add call notes to the appropriate systems and continue. If Yes, is either party in the call using a Bluetooth headset or a speakerphone? If Yes, explain to the customer echo can be experienced while on a call and either party uses either piece of equipment. Close the call and add call notes to the appropriate systems (add a statement in call notes defining this to be an echo). If No, place a test call to the customer and determine if there is a perceivable echo.If No, close the call, add call notes to appropriate systems and ask the customer to call back if issue persists.If Yes, add call notes to appropriate systems (add a statement in call notes defining this to be an echo). Before initiating any exchange, ensure the customer is holding the device in the most optimal way to improve the voice calling experience If issue persists, initiate an exchange. If No, did the customer experience a buzzing noise? If No, place a test call to the customer and determine if there is a perceivable buzzing noise.If No, close the call, add call notes to appropriate systems and ask the customer to call back if issue persists.If Yes, add call notes to appropriate systems (add a statement in call notes defining this to be an buzzing noise) and initiate an exchange. If Yes, place a test call to the customer and determine if there is a perceivable buzzing noise.If No, close the call, add call notes to appropriate systems and ask the customer to call back if issue persists.If Yes, add call notes to appropriate systems (add a statement in call notes defining this to be an buzzing noise). Before initiating any exchange, ensure the customer is holding the device in the most optimal way to improve the voice calling experience . If issue persists, initiate an exchange.Cannot Place or Receive a CallCheck this First!If you have problems making or receiving calls, please perform the following checks: Is the reception of network signal in good condition? Is network setup properly? If necessary, try to select your network manually. Have you activated the Fixed Dialing, Call Forwarding, and Call Barring functions? If yes, deactivate them temporarily. Are you using your HP iPAQ with other SIM cards with the Enable SIM PIN function activated? If yes, deactivate the function temporarily. Is your HP iPAQ switched to the Flight mode? If yes, turn it off. Are you currently located within closed boundaries? If yes, move to an open space or closer to a window.Does the problem exist at all times, at any place? If Yes, ensure the customer is in a good coverage area, place a test call to the customer. Does the problem persist? If yes, begin the exchange process and add call notes to appropriate systems. Warm transfer the customer to HP. If No, ask if the signal strength shows coverage (record number of bars) If No, request the customer to go to an area showing coverage and call back. Place a test call to the customer. Does this correct the problem? If Yes, close the issue and add call notes to appropriate systems.Otherwise, continue. Inquire the customer if issue occurs when moving or stationary? If moving, does it occur in a particular area or all the time? Place a test call to the customer while moving and determine if issue exists.If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists.If Yes, continue If stationary, does it occur in a particular area or all the time? Place a test call to the customer and determine if issue exists.If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists.If Yes, continue If Yes, instruct the customer to perform a Soft ResetPlace a test call to the customer. Does this resolve the problem? If Yes, close the call with customer, advise the customer a glitch may have caused the iPAQ 510 not to function correctly, and call again and advise agent the same issue persists. Add call notes to the appropriate systems If No, continue Instruct the customer to perform a Hard Reset, place a test call to the customer. Does this resolve the problem? If Yes, close the call with the customer, advise the customer a glitch may have caused the iPAQ 510 not to function correctly, and call again and advise agent the same issue persists. Add call notes to the appropriate systems If No, begin the exchange process and add call notes to appropriate systems Warm transfer the customer to HP Customer Service.Is the iPAQ device phone function ON but does not appear to be working? Instruct the customer to ensure the phone feature is turned ON or OFF If OFF, instruct the customer to enter Wireless Manager to turn the phone ON. Is phone ON and appears in good coverage area (signal bar is not zero)? If ON, place a test call to the customer. Does this resolve the issue? If Yes, close the call with the customer and add call notes to the appropriate systems. If No, continue to next step If ON but appears out of range or not able to connect, instruct the customer to make sure to be in a good coverage area and call back. Does this resolve the issue? If Yes, close the call with the customer and add call notes to the appropriate systems. If No, continue to the next step Inquire the customer if issue occurs when moving or stationary? If moving, does it occur in a particular area or all the time? Place a test call to the customer while moving and determine if issue exists.If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists.If Yes, continue If stationary, does it occur in a particular area or all the time? Place a test call to the customer and determine if issue exists.If No, close the call with the customer and add call notes to the appropriate systems. Ask customer to call back if problem persists.If Yes, continue Instruct the customer to check the iPAQ device asset information Press Start > Settings > more > Asset Viewer > GSM. Instruct the customer to locate the IMEI Number at the bottom of the list. Is the customer able to locate a 15 digit number? If No, initiate an exchange, close the call with the customer and add call notes to the appropriate systems. If Yes, instruct the customer to perform a Soft Reset and proceed with placing a test call to the customer. Does this resolve the issue? If Yes, close the call with the customer and add call notes to the appropriate systems. If No, initiate an exchange, close the call with the customer and add call notes to the appropriate systems. Warm transfer the customer to HP Customer Service.iPAQ 510 Does Not Alert When Receiving CallCheck this first!2. Press HOME key to home screen, click Profile 3. Select Menu > Edit under active profile4. Make sure all the Volume settings are not 0 or vibrate setting.5. Power cycle the phone and try again if you still have problemDoes the problem exist at all times, at any place? If Yes, ensure the customer is in a good coverage ar