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Palm^® Treo™ 650

Troubleshooting

1. How do I upgrade to the Palm Desktop software?
2. When trying to install the Palm Desktop software that came with my Palm Treo 650, I receive an error: "Feature trying to use is on a network resource that is not available. Click OK to try again or direct to another folder." What should I do?

NationalAccess

1. Sometimes my battery lasts much longer than other times. Why is this and what can I do to extend battery life?
2. What else can I do to extend battery life?
3. How do I connect to the Internet to view web pages?
4. How do I disconnect from the Internet?
5. My Palm Treo 650 will not connect to the Internet. What do I do?
6. What causes this error message to appear while connecting to the Internet: "PPP timeout (0x1231)"?
7. How do I perform a soft reset on the Palm Treo 650?
8. How do I perform a hard reset on the Palm Treo 650?
9. How do I recover after a hard reset?
10. How do I change the conduit settings in the HotSync Manager?
11. How do I install an application on my device manually (Windows)?
12. How do I install an application on my device "Over the Air"(Other)? Over the Air Installation (Handango with Verizon Wireless Store):
13. How do I remove applications from my device?
14. How do I transfer compatible applications and data from my previous Palm-powered device to my new Palm Treo 650 Smartphone?
15. How do I adjust the brightness on my new Palm Treo 650 device?
16. How can I prevent my from phone "resetting" or "looping"?
17. How do I make the screen stay on longer?
18. How do I turn off the Keyguard?

Wireless Sync

1. How do I disable the alert that is played each time I receive data from a Wireless Sync session on my Palm Treo 650?
2. How do I enable or disable network Push on the Palm Treo 650?
3. How do I download email attachments on the Palm Treo 650?
4. On the Palm Treo 650 device, why does Wireless Sync not always start synchronizing when the radio is turned on?

Troubleshooting

1. How do I upgrade to the Palm Desktop software?

   Note: You must install the version of Palm Desktop and HotSync Manager included on the CD-ROM with your new Palm Treo 650 smartphone, even if you already have an earlier installation, and even if you will synchronize with Microsoft Outlook. There are special features added in the Palm Treo 650 installation (including Documents To Go Professional and the Pictures & Video conduits) that you don't have yet.
   
   Follow these steps:

   1. On your desktop computer, locate your old handheld's User folder.
      1. Your User folder is located in your PalmOne, Palm or Handspring folder. You can usually find it in one of these locations:
      2. C:\Program Files\PalmOne\
      3. C:\Program Files\Handspring\
      4. C:\Program Files\Palm\
      5. Within the User folder, locate the Backup folder.
      6. Right click the Backup folder and chose Rename.
      7. Rename the Backup folder to "BackupOld".
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2. When trying to install the Palm Desktop software that came with my Palm Treo 650, I receive an error: "Feature trying to use is on a network resource that is not available. Click OK to try again or direct to another folder." What should I do?
   1. Navigate to Palm's Support website. 
   2. In the Enter a solution ID below: field, enter 39671 and click Go.
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NationalAccess

1. Sometimes my battery lasts much longer than other times. Why is this and what can I do to extend battery life?

   There are many easy ways you can extend battery life.

   Scenario	Explanation/Resolution
   Are you in an area of low wireless coverage?	The Treo 650 will constantly search for a better signal, which uses more power. In low coverage areas, you can turn Wireless Mode off to conserve power, or move to a better location.
   Do you check your email automatically?	Checking email takes as much power as a phone call (even if there are no messages in your Inbox). If you automatically check your email every 15 or 30 minutes, try lowering the frequency to 30 or 60 minutes for a few days, and see if that helps. Refer to the documentation that came with your email application to learn how to do this.
   Do you have many repeating Calendar alarms?	Each time the calendar application reminds you of an alarm, your device turns on. For example, if your Auto-off is set to 2 minutes, and you ignore 5 alarms each day, and your alarm preference is set to 3 reminders, your device will be "on" and using battery power for 30 minutes a day, even though you haven't touched it. If you won't be acknowledging alarms for a while, set your Alarm preferences to fewer reminder repeats, and your Auto-off to a lower setting.
   Do you use a processor accelerator application?	These applications force your handheld to run hotter and faster than it was designed to, which can potentially be harmful. The applications can also dramatically increase battery use.
   Do you perform frequent, long HotSync operations?	During synchronization, your device uses more battery power than normal. If you're not charging while synchronizing, use the fastest HotSync method available (USB is fastest, IR and Wireless Sync are slowest).

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2. What else can I do to extend battery life?

   There are many easy things you can do to extend battery life.

   Scenario	Explanation/Resolution
   Have you given your handheld insomnia?	Some third-party applications keep your device awake when it would normally turn itself off (like when it's sitting in its cradle). Try turning these applications off to see if your battery life improves.
   Is it extremely cold?	Batteries perform poorly at very low temperatures. Don't store your device in sub-zero temperatures; your battery may not have enough power to maintain data in RAM. Recharge promptly if you see low battery warnings. If the screen is allowed to freeze, temporary dark marks may appear, and may take several weeks to go away.
   Does your carrying case fit tightly?	It may be pressing a button when the case is closed.
   Have you taken all the steps described above and are still experiencing abnormally short battery life?	Perform a soft reset. If the battery still drains too quickly, perform a HotSync operation to back up your data, and perform a hard reset. Before the hard reset, make sure your data is being backed up: Some third-party applications change the way your handheld backs up data. Other third-party applications do not back up data. If you have third-party software on your device, please contact the developer to learn what components are backed up during a HotSync operation, and if any HotSync conduits are altered. Set the HotSync conduit action to "synchronize the files" for the components you want to back up, and check to see that the data is actually being backed up. Any data not backed up will be lost. Before performing a recovery HotSync operation (to get data back onto your device), try using your device in its "factory state" for a little while. If battery life improves, you know it's due to a third-party application or your usage pattern. When you're ready, perform a HotSync operation to restore data and applications to your device.

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3. How do I connect to the Internet to view web pages?

   There are two ways, depending on whether you're using the default web browser or a third-party web browser.
   
   Web browser Icon

   1. From the key pad, press the Applications Launcher (the house) key until the word "All" appears in the upper-right corner of the display screen.
   2. Tap on Web.

   
   Third-party web browser
   In most cases you should be able to launch the third-party web browser and the device should connect automatically. If it does not, please follow these steps:
   

   1. From the key pad, press the Applications Launcher (the house) key until the word "System" appears in the upper-right corner of the display screen.
   2. Tap on Network.
   3. Tap on Connect.
   4. Press the Applications Launcher (the house) key until the word "All" appears in the upper-right corner of the display screen.
   5. Locate and tap on the third-party web browser.
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4. How do I disconnect from the Internet?

   There are two ways, depending on whether you're using the default web browser or a third-party web browser.
   
   Web browser Icon

   1. From the key pad, press the Menu key.
   2. Tap on Options>Disconnect.

   
   Third-party web browser
   

   1. From the Palm Treo 650 key pad, press the Applications Launcher (the house) key until the word "System" appears in the upper-right corner of the display screen.
   2. Tap on Network.
   3. Tap on Disconnect.
   4. Press the Applications Launcher (the house) key to return to the applications list.
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5. My Palm Treo 650 will not connect to the Internet. What do I do?

   Scenario	Explanation/Resolution
   You may be outside of the Verizon Wireless NationalAccess service area.	Palm Treo 650 devices require NationalAccess service. Check service availability for your area.
   Device does not recognize the Verizon Wireless network.	Disable Wireless Mode and then enable Wireless Mode. Disable Wireless Mode. Press and hold the Wireless Mode button (located on the top edge of the device next to the antenna). You will hear a series of descending tones and the device will display the Goodbye screen. Enable Wireless Mode. Press and hold the Wireless Mode button (located on the top edge of the device next to the antenna). You will hear a series of ascending tones and the device will display the Welcome screen.
   Corrupt data is causing the device to malfunction.	Perform a soft reset.
   Incorrect Data Plan	Contact Customer Service to verify your data plan - (800) 922-0204 or * 611 from your mobile phone.

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6. What causes this error message to appear while connecting to the Internet: "PPP timeout (0x1231)"?

   There are two possible reasons:

   1. Corrupt data is causing the device to malfunction. To correct this problem, perform a soft reset.
   2. The device is not activated. Ensure the device can receive calls. If not contact customer service for activation.
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7. How do I perform a soft reset on the Palm Treo 650?

   A soft reset is similar to restarting a desktop computer. It’s the most useful trick in your toolbox for fixing a variety of issues. Soft resets usually does not affect your personal data on your device unless your battery is low. If you see “Battery Warnings” on your device, charge your batteries immediately (even if there is an error message). Also, it’s a good practice to perform a HotSync operation before any reset (assuming that synchronization is not the problem you are trying to fix).
   
   Note: All data on your device should be retained. If you do lose data after a soft reset, you may have a more serious issue with your hardware that requires repair.

   Follow these steps:
   

   1. Remove the battery cover by pressing down on the button at the back of the device and simultaneously slide the cover toward the bottom of the device.
   2. Use the tip of the stylus to gently press the button in the hole labeled “RESET”. The hole is located to the left of the battery.
   3. Replace the battery cover on the back of the Palm Treo 650.
   4. After a soft reset, a Palm splash screen displays, followed by a Palm-Powered splash screen. After these screens, the device is ready for use.
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8. How do I perform a hard reset on the Palm Treo 650?

   Warning: A hard reset will erase everything on your device. All you data will be removed, and formats, preferences and other settings are restored to their factory default settings. Don’t perform a hard reset unless you’ve backed up your data or you’re willing to lose everything.
   
   HotSync Note: Some third-party applications change the way your handheld backs up data. Other third-party application do not back up data. If you have third-party software on your device, please contact the developer to learn what components are backed up during a HotSync operation and if HotSync conduits are altered. Any data not backed up will be lost.
   
   Follow these steps:

   1. Remove the battery cover by pressing down on the button at the back of the device and simultaneously slide the cover toward the bottom of the device.
   2. Press and hold the Power Button (red phone) on the front of the device. Do not release this button until step 5.
   3. Use the tip of the stylus to gently press the button in the hole labeled reset. The hole is located to the left of the battery.
   4. A Palm splash screen will display with a progress bar. DO NOT release the Power Button (red phone) at this screen.
   5. After the Palm splash screen, a Palm Powered splash screen will display. Release the Power Button (red phone) on the front of the device.
   6. A new screen will display titled “Erase all data?” Press the Up Arrow on the 5-Way Navigation Button to perform the hard reset.
   7. Your device will then take you through a series of screens to calibrate the digitizer and verify the time and date.
      
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9. How do I recover after a hard reset?
   1. Since all data was erased by the hard reset, first synchronize your device with your desktop computer.
      • Make sure your conduits are turned to "Synchronize the files" or "Desktop overwrites handheld". Do not turn conduits to "handheld overwrites desktop". This will erase data on your desktop computer, and you won't be able to transfer it to your handheld.
      • Note: Data restoration may take some time. The HotSync operation will be faster with a USB connection, slower with a serial or IR connection. You won't be able to perform a network HotSync connection until you have performed at least one successful 'local' HotSync via USB, Serial or IR.
        
        
   2. Re-install third-party software, if any.
      • Third-party software (applications, hacks, themes, games, databases, eBooks, etc.) might not have transferred back to your handheld during a HotSync operation. Locate any missing original .prc or .pdb files on your desktop computer, and double-click the files to re-install them. For more information on how to install third-party software, visit the Palm Support Knowledge Library Caution: Sometimes, the reason you needed to perform a hard reset was because of third-party software. While we encourage users to take advantage of the thousands of third-party titles available, we cannot guarantee that the third-party software will be compatible. If you recently installed software and then experienced a problem, try not re-installing that software. For more information on how to diagnose third-party issues, visit the Palm Support Knowledge Library.
        
        
   3. Re-set your preferences.
      • The System conduit restores your preferences for display, menus, auto-off, and other functions. However, if there are other preferences (such as those set within third-party themes) that haven't been restored, now is the time to do so manually. Refer to the third-party software documentation for instructions.
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10. How do I change the conduit settings in the HotSync Manager?
    The HotSync Manager application on your desktop computer lets you change the way you synchronize data between your handheld and your desktop computer. Most built-in applications on your handheld have a conduit that links the data on your handheld with the data on your desktop computer; each conduit has customizable settings. Some third-party applications install additional conduits.
    
    Make sure your data is being backed up. Some third-party applications change the way your handheld backs up data. Other third-party applications do not back up data. If you have third-party software on your device, please contact the developer to learn what components are backed up during a HotSync operation, and if any HotSync conduits are altered (learn how to check your conduits below). Make sure the HotSync conduit action is set to "synchronize the files" for the components you want to back up, and that the data is actually being backed up. In the event of a hard reset or power loss, any data not backed up will be lost.
    
    Follow these steps to change the HotSync conduits:
    1. From the Windows desktop, single-click the HotSync icon (located in the System Tray)
    2. From the menu that appears, select Custom.
    3. In the Custom dialog box, select your handheld's user name from the pull down menu at the top of the window.
    4. Click on the conduit you want to change.
    5. Click on the Change button.
    6. Select the desired option for the conduit setting.
       1. Synchronize the Files: Updates and synchronizes the data on both your handheld and your desktop computer, using the most current information as the standard. Most people use this setting for day-to-day HotSync operations.
       2. Desktop Overwrites Handheld: Uses the information on your desktop computer to replace any information on your handheld. Typically, this option is used in restoring lost information to a handheld.
       3. Handheld Overwrites Desktop: Uses the information on your handheld to replace any information on your desktop.
       4. Do Nothing: Does not synchronize or replace any data on either the handheld or desktop computer.
    7. Click OK and then Done.
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11. How do I install an application on my device manually (Windows)?
    1. Using your desktop computer, download the software that you want to install on your device. If the software you download is compressed, you need to decompress it.
    2. Double-click the Palm OS (.prc or .pdb) file.
    3. An Install Tool window opens. If asked, choose the device to which you want to install the file (if you have only one device, you may not see this window).
    4. The main Install Tool window opens. If you want to install additional files, just drag and drop them into the Install Tool window.
    5. Click Done.
    6. Perform a HotSync operation to transfer the application to your device.
    
    Note: Some Palm OS software uses an automated installer whose filename ends in .exe (you may need to decompress the file first). If that's the case, double-click on the .exe file, and follow the onscreen instructions.
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12. How do I install an application on my device "Over the Air"(Other)? Over the Air Installation (Handango with Verizon Wireless Store):
    Over the Air Installation (Handango with Verizon Wireless Store):
    
    
    1. From the Palm Treo 650 key pad, press the Application Launcher (the house) key until the word "All" appears in the upper-right corner of the display screen.
    2. Tap on Downloads.
    3. The device will connect to the NationalAccess service and pull up the Handango with Verizon Wireless store.
    4. Navigate to the desired application and select either Buy or Try
       1. If Buy is selected
          1. Locate and tap Checkout.
          2. Fill out the Billing Information click Submit.
          3. Verify the Billing Information and click Complete Purchase.
          4. Your invoice will be displayed, locate and tap DOWNLOAD NOW
          5. Tap Yes to download the application
          6. Once the download is complete, tap Open When asked "Do you want to accept "application name"" into Applications? Tap Yes.
       2. If Try is selected, the application will be downloaded and installed to the device.
          1. Tap Yes to download the application
          2. Once the download is complete, tap Open.
          3. When asked "Do you want to accept "application name"" into Applications? Tap Yes.
          4. The application has been installed.

    Over the Air Installation (Other):
    
    If you know the URL of the Palm OS application or data file (.prc or .pdb), just enter that URL in the browser, and downloading will begin. The file may be zipped; if so, third-party applications such as PalmHandZipper by HandWatch, Inc. can decompress files downloaded to your Smartphone.
    
    Note: Sometimes a Palm OS software package doesn't come in .prc or .pdb form. This is usually because it includes both a desktop component and a handheld component, or it uses an installation wizard to walk you through the process. If this is the case, you'll need to install the software manually and from your desktop computer. Download the file to your desktop computer, and double-click the file to start the installer.

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13. How do I remove applications from my device?
    1. From the Palm Treo 650 key pad, press Applications Launcher (the house) key.
    2. Press the Menu key.
    3. From the App menu, select Delete
       1. Note: If you want to remove an application from an expansion card, insert the card into the Palm Treo
       2. Select Delete From the pick list, and then select the location of the application you want to remove.
    4. Select the application you want to remove
    5. Tap Delete to finish.
    6. Perform a HotSync operation to remove the application from the Backup folder on your computer.

    Note: If the application re-appears on your device, you may need to manually delete it from your computer. Locate your Backup folder on your computer (Windows: C:\Program Files\palmOne\user name). If you find a .prc or .pdb file for the application you just removed, delete the file from the Backup folder.

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14. How do I transfer compatible applications and data from my previous Palm-powered device to my new Palm Treo 650 Smartphone?
    Follow these steps:
    1. Perform a HotSync operation with your old device and your old desktop software to back up your data one last time.
    2. Install Palm® Desktop software from the CD that came with your Palm Treo 650.
       1. During the installation process, perform a HotSync operation with your new Treo.
       2. When prompted to choose a user name for your new Treo, be sure to select the existing user name for your old device.
    3. Some third-party applications may be quarantined by HotSync Manager because they are not compatible with the Palm OS® 5.4 on your Treo. Do not manually install any quarantined files. The device might become unstable.
    Note: If you plan to continue using your old device, perform a hard reset to remove its associated user name. Each device you synchronize with your computer must have a unique name. The next time you synchronize with your old device, be sure to assign it a new user name.
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15. How do I adjust the brightness on my new Palm Treo 650 device?
    Depending on the lighting conditions where you're using your Palm Treo, you may need to adjust the screen contrast and brightness.
    1. Press Option.
    2. Press P.
    3. Adjust the slider for brightness. You can use the stylus to drag the slider across the screen, or use the 5-way control.
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16. How can I prevent my from phone "resetting" or "looping"?

    There are two things to watch out for: Software issues and physical issues.
    
    Software issues - If the error was linked to a third-party application and you find that it happens frequently, you may wish to delete the application from your Treo 650. Be sure to send an informal "bug report" to the third-party application's author or developer, letting them know what was happening when the error occurred.

    Physical issues - Be aware of what comes into contact with the device. Nylon, spandex, silk, wool, hair, polyester, acrylic and other materials can cause ESD when suddenly separated from the handset. This can even happen with third-party protective cases. Ensure material that comes in contact with the device will not conduct an electrical charge. Also ensure that the case holding the device is not overly tight (undue pressure may cause the device itself to flex excessively, causing Fatal Errors). It is recommended that users purchase cases manufactured and tested by Palm

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17. How do I make the screen stay on longer?
    By default the Palm Treo 650 screen will power off after 30 seconds. To lengthen this time perform the following steps.
    1. Open the Applications Launcher
    2. Launch the Prefs Application.
    3. Under General tap on the Power option.
    4. Change setting on the Auto-off after option.
    
    
    Power can be set to stay on for as long as 3 minutes.
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18. How do I turn off the Keyguard?

    By default the Keyguard is turned on. To change these settings perform the following steps.
    

    1. Open the application launcher
    2. Launch the Prefs application.
    3. Under General tap on the Keyguard option
    4. Change setting under Auto-Keyguard.
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Wireless Sync

1. How do I disable the alert that is played each time I receive data from a Wireless Sync session on my Palm Treo 650?
   To completely disable the alert, follow these steps:
   
   
   1. Press the Applications Launcher (the house) key until the word "All" appears in the upper-right corner of the display screen.
   2. Scroll to and select Wireless Sync.
   3. Press the Menu key.
   4. From the menu bar (located along the top of the display), select Setup and tap Push/ReadySync.
   5. Tap the Advanced button.
   6. Deselect the Notification of data received option.
   7. Tap OK and press the Applications Launcher key to return to the Home screen.
   8. Send a test email message to the account you have configured for Wireless Sync. Initiate a Wireless Sync operation to confirm that the alert is no longer played.
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2. How do I enable or disable network Push on the Palm Treo 650?
   Push messages are messages that are sent from the Wireless Sync server to your device and are used to communicate updates in your PIM data (i.e. new email messages, a new meeting request, etc.). By disabling network Push, these messages are no longer received to your device and you will need to initiate a manual Wireless Sync to synchronize your PIM data.
   
   Follow these steps:
   1. Press the Applications Launcher (the house) key until the word All appears in the upper-right corner of the display screen.
   2. Scroll to and select Wireless Sync.
   3. Press the Menu key.
   4. From the menu bar (located along the top of the display), select Setup and tap Push/ReadySync.
   5. To enable network Push, tap the box labeled Enable push (a check mark will appear in the box). This feature may be disabled by removing the check mark.
   6. Press the Applications Launcher (the house) key to return to the home screen.
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3. How do I download email attachments on the Palm Treo 650?
   Please note that in order to download and view attachments from your handheld, you must have the appropriate viewer installed. File viewers may be obtained from the installation CD or from www.verizonwireless.com/pda. Charges may apply.
   
   Follow these steps to download email attachments:
   1. Enable Wireless Mode.
      • Press and hold the Wireless Mode button (located on the top edge of the device next to the antenna).
      • You will hear a series of ascending tones and the device will display the Welcome screen.
   2. Press the Applications Launcher (the house) key until the word "All" appears in the upper-right corner of the display screen.
   3. Scroll to and select Mail (this is the Wireless Sync email client).
   4. Locate the email message that contains the attachment.
   5. Tap the Attachment icon to access the picklist. Initially, the attachment icon will appear as a paperclip with a red X.
   6. Select Get Attachment(s). The attachment icon will change to a paperclip with a small black arrow in the lower left corner.
   7. Tap the Sync button (located at the bottom of the display screen) to initiate a Wireless Sync. During this sync the attachment will be downloaded to the device.
   8. Once the sync operation is complete, locate and select the same email message.
   9. In the email message, locate the Att: (attachment) field that can be found in the message header (located at the top of the email message). The Att: field will be followed by the name of the attachment.
   10. Tap on Att: (or on the name of the attachment) to open it in the appropriate viewer.
       Note: The proper application must be installed, in order to view attachments. Additional software can be obtained at Handango's website. Charges may apply.
   11. If you are prompted to accept the attachment simply tap Yes.
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4. On the Palm Treo 650 device, why does Wireless Sync not always start synchronizing when the radio is turned on?
   Wireless Sync has logic to limit the amount of attempts to connect to network when the radio is off. Depending upon when in the cycle the radio is turned on, it could take up to an hour for the first synchronization to begin. As an alternative, the customer can always initiate a manual synchronization by pressing the Sync button on the Wireless sync client on the mobile device.
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