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Problem
Files Will Not Download to Player, But No Error Messages are Present
The files will not download to the Dictation module when the handheld device is docked. No error messages are seen, and the download appears to be proceeding normally, but no files are transferred.
Probable Cause
| • | Incompatible software installed on the local PC |
| • | Latest patch for the software version is not installed |
| • | Corrupt files are on the device, preventing transfer |
Solution
In each case, do the following to ensure a complete fix of the issue:
First remove the device from the dock or docking cable. An error message will appear, saying that that the files were not transferred successfully. Click OK, and close out of the Dictation Module.
| 1. | Remove the files from the device using Windows Explorer, and send them to Scribe |
| a. | Plug in the device, and when the Dictation Module opens, close it. |
| b. | Now go to Windows Explorer and search for the Olympus Handheld device as if it were an external hard drive (Start -> All Programs -> Accessories -> Windows Explorer). Click on the folder (that is the Handheld- usually under the “My Computer” folder) and open it. Save the files to a folder on your hard drive. |
| c. | Next drag and drop the files into a new Outlook email message to attach the files. In the Subject Line of the message put ONLY the following info: (Dictating User ID) + Z + (Dictating User pin number) – for example: 12345Z6789 |
| d. | Be sure to follow the example format exactly, or the files will not process properly. |
| e. | Send this email to Olympus@scribe.com. You will receive email notification that the files have been received by Scribe shortly. Your files will be processed normally. |
| 2. | Remove Incompatible software installed on the local PC |
Check to see that Adobe Download manager and/or Adobe Photoshop Album Starter are not installed on the local PC. These are free programs that sometimes come with other digital devices. These programs co-opt the download process, by forcing the computer to search first for picture files, but then do not then release the computer to search for other files, such as audio files.
Olympus and Adobe have no fix for this: the programs are simply not compatible. If these programs are found, please do a complete un-install of these programs before proceeding to the next step.
| 3. | Install the latest patch for your software version |
| a. | Close out all programs, then log on to:
ftp: kec-dfw.com
user name: customer
password: kec2822 |
| b. | Click on the folder entitled ” Latest Patch for DSS-Player Pro Rel.(your release number)” |
| c. | Download and install the most recent patch. Restart the computer when finished. |
| 4. | Format the Memory Card on Your Olympus Handheld Device |
| a. | Press the “Menu” button on your device |
| b. | Press FF or REW until (SUB MENU) is Displayed. |
| c. | Press the “Menu” button to enter the SUB MENU. |
| d. | Press the FF or REW button until “Format” is selected on the display |
| e. | Press the “Menu” button again to select “Format” |
| f. | Press the FF or REW button to highlight the “Start” option |
| g. | Press the Menu button to confirm “Start” selection. “DATA WILL BE CLEARED” appears for approximately 2 seconds. |
| h. | Press the FF or REW button again to highlight the “Start” option |
| i. | Press the “Menu” button again to begin the formatting process. Formatting begins and “Format” will flash on the display. |
| j. | FORMAT DONE displays when formatting is complete. |
NOTE: The time it takes to format a card depends on the size of the card. For example formatting may take up to a minute for a 512 MB card. DO NOT interrupt the process by opening the battery door or the card door. Doing so will damage the card and/or any data on the card.
| 5. | Create and send a test file to Scribe |
| 1. | Record one test file per folder on your device |
| 3. | Your files should now download normally to the Dictation Module |
If the dictations do not download to the module, or if any error messages are displayed, please contact Scribe Customer Support at 866-6SCRIBE, or customerservice@scribe.com.
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