I just can't seem to get CountEm installed (Windows).

We've seen a few obscure problems that can keep CountEm from being installed. The following information is based on the assumption that you have already tried (and followed exactly) all of the step-by-step procedures that were provided in the Laridian Knowledgebase for "How do I install CountEm to my Palm OS device?" Assuming this, following are some additional items you can try:

• Make sure you are looking in the correct location for the CountEm icon. It must show ALL in the upper right corner of your handheld. You might also try looking under UNFILED.
• Make sure you have enough free space available to install the product. To check, go to the home screen of your Palm OS handheld. Tap the upper left corner to get your drop down menu. Select INFO. Installing CountEm can require up to 100k of space.
• Try a different USB connection. If you are connected to a USB Hub, try connecting directly to the computer. If you are already connected directly to the computer, try a different USB connection, also on the computer.
• Check to see if there are other files in the installer that are preventing CountEm from getting installed.
  1. Open Palm Desktop.
  2. Click the Install button on the lower left corner of Palm Desktop. It may show Install or Quick Install.
  3. Delete all files listed, if applicable.
  4. Exit Palm Desktop.
  5. On the desktop computer, click Start, Search, For files or folders, All files or folders.
  6. Enter INSTAPP.EXE for the file name.
  7. For Look in, make sure it's pointing to your C drive or all drives.
  8. Run the search.
  9. When the file is found, double-click the file to open INSTALL TOOL.
  10. If you see any files here other than CountEm.prc, remove them.
  11. Exit INSTALL TOOL.
  12. Try the HotSync, again.
• Make sure you have an Install conduit AND that it shows ENABLED. To check for this, open the Palm Desktop Software on your computer. Select the HotSync menu and then Custom. Under the column labeled Conduit, see if you have an item titled Install (not just Install Service Templates). If you DO see an Install conduit, does it show Enabled to the right? If not, you need to change it to Enabled. Then try the HotSync again. If you do NOT show an Install conduit, your Palm Desktop software has become corrupted. Uninstall and reinstall the latest version of your Palm Desktop software. Once you show an Install conduit then give the HotSync process another try.
• Verify that running the setup is actually installing the files to the installer. On some systems, for some reason, even though running the setup appears to work, the files do not get placed into the installer. It's rare but it happens. To check for this:
  1. Run the CountEm setup again but do not HotSync.
  2. On the desktop computer, click Start, Search, For files or folders, All files or folders.
  3. Enter INSTAPP.EXE for the file name.
  4. For Look in, make sure it's pointing to your C drive or all drives.
  5. Run the search.
  6. When the file is found, double-click the file to open INSTALL TOOL.
  If you see the CountEm.prc file listed here then our installation procedure is working. It is now up to your Palm Desktop software and your HotSync Manager to complete the transfer process. If it is not then you may need to contact the manufacturer of your device for further assistance. If there are NO files listed in INSTALL TOOL after you've run the setup and before you did the HotSync then the installation did not place the files into the installer. You will need to manually enter the file as follows:
  1. In the INSTALL TOOL, click Add.
  2. For the Look in location at the top, click the down arrow and select the C drive.
  3. Double-click Program Files and then Laridian. You should now see a folder listed for each Laridian product you've installed.
  4. Double-click the folder for CountEm and select the file listed.
  5. Click Open and the file will be added to the INSTALL TOOL.
  6. Click Done.
  7. HotSync and the file will transfer.
• Do you have more than one username? If yes, you may be installing to the incorrect username.
  1. On the desktop computer, click Start, Search, For files or folders, All files or folders.
  2. Enter INSTAPP.EXE for the file name.
  3. For Look in, make sure it's pointing to your C drive or all drives.
  4. Run the search.
  5. When the file is found, double-click the file to open INSTALL TOOL.
  6. Click the down arrow to the right of the username listed in the upper right corner. If it shows a second name, select it. If one username is blank and the other username shows all of the installed files, and the HotSync appears to be working properly, the files have probably been installed to the incorrect username. With the username selected that does not show any files listed, follow the manual installation instructions listed above to add the CountEm file (countem.prc) to the INSTALL TOOL. Then give the HotSync another try.

Can't Find an Answer?

Send us an email with complete details of your problem and we'll do our best to help. Contact us at support@laridian.com.