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Troubleshooting Guide

Channel/Content


You can view available channels by creating an account at http://www.journaltogo.com. Once you have created and verified your account, you can view the list of available channels by logging in and selecting the "View All Channels" option from the "View Channels" tab. Select channels to have the abstracts downloaded to a handheld device upon synchronization or select the Content by Email service to have the content sent via email every week.


Effective immediately, Journal-to-Go is no longer supported by Publicis eHealth Solutions. You may continue to use Journal-to-Go however new articles are no longer being posted. Please contact us at support@journaltogo.com with your comments and questions.


Private channels are channels sponsored by a company or organization. The authorization codes to join these channels are only available from the company or organization sponsoring the channel. Check with your company or organization contacts to see if they sponsor any private JournalToGo® channels.


Clinical Rewards Program® Points are obtained by answering clinical questions. Clinical questions are only available in private channels. Private channels are channels sponsored by a company or organization. The authorization codes to join these channels are only available from the company or organization sponsoring the channel. Check with your company or organization contacts to see if they sponsor any private JournalToGo® channels.


Currently, abstracts downloaded by JournalToGo® cannot be deleted until they have expired. Journal abstracts are automatically removed from the device on your first sync after they have expired. Most articles expire after one week, and many of them will expire on Friday or Saturday, as this is when we add the majority of new articles.


Abstracts are only downloaded to your device for channels you have subscribed to, and they remain until they expire (usually a week).


It is not possible to download abstracts to your handheld device without an Internet connection on the desktop machine to which you are syncing.


It is not possible to download the articles directly to your PC. However, you can view them at any time by logging into the website at http://www.journaltogo.com/. Once you are logged in, select the View Channels tab. The View Profile Channels option beneath it will allow you to see articles in your subscribed channels.


Currently, our software does not support direct connections to the internet. It is necessary for our software to install on a desktop system.

Installation/Syncing


To download and install JournalToGo®, you will need to log in at http://www.journaltogo.com/ and click on the Download Software image in the upper right corner of the screen. From there you can select the version appropriate for your desktop OS and handheld, and follow the on-screen installation instructions.

  1. Ensure that your hand-held device is in the cradle.
  2. Open your browser and point it at http://www.journaltogo.com/members/myaccount/Pocketpc/JournalToGoDesktopAgent.exe. You should be given the option to save the file to disk or run it from its current location. Select the option to save it to disk and save it to your desktop.
  3. Close your browser and any other running programs.
  4. Run JournalToGoDesktopAgent.exe from your desktop.
  5. When it has finished setting up, click "Next".
  6. To accept the default installation folder, click "Next".
  7. Click "Next" to create a JournalToGo® folder and icon on your Start menu.
  8. Click "Next" on the "Current Settings" screen.
  9. When asked if you would like to install the PocketPC application now,click "Yes".
  10. To accept the default installation folder, click "Next".
  11. When asked if you want to install "HealthTech Solutions JournalToGo®" in it's default directory, click "Yes".
  12. After a few minutes, a message will tell you to check your mobile device to see if additional steps are needed to install the application. On your device, you may have a message asking you to confirm file replacement. Click "Yes To All". When it has finished replacing files, click "Okay" to the message on your desktop system.
  13. Click "Finish". JournalToGo® has now been installed to both your desktop and handheld device.

There is no need to customize your HotSync file. Once you have installed the JournalToGo® software and rebooted your system (if necessary), JournalToGo® data will be automatically downloaded to your Palm device each time you hot sync. You can confirm that this has been installed by clicking on the HotSync icon in the toolbar and selecting Custom... You should see an item labeled JTGConduit on the list.


  1. If you were not asked to reboot your machine during install, select "Programs -> JournalToGo® -> JournalToGo®" from your Start menu. An icon should appear in your system tray (i.e., the lower right corner of the screen, on the task bar) that looks like a white square containing the letters "JTG".
  2. Click on the JTG icon and select "Sync Now".
  3. Enter your name and password in the box that appears.
  4. After a few minutes, the box displaying JournalToGo®'s progress will disappear. You should now have abstracts on your device. To read them, select "Programs" from your Start menu and click on the icon labeled "JournalToGo®".

Depending on your system configuration, it may be necessary for JournalToGo® to install some files to your system directory. JournalToGo® will also set several registry keys for boot up initialization. In most instances, it will be necessary to install the JTG software as an administrator on the local system.


  1. From the Menu, select App, then Delete.
  2. A list of installed applications will display.
  3. Hightlight JrnlToGo and click the Delete button.

  1. From your Start menu, select "Settings".
  2. Select the "System" tab, and then click the icon labeled "Memory".
  3. Select the "Running Programs" tab. If any programs are listed, click the "Stop All" button.
  4. From your Start menu, select "Settings" again.
  5. Select the "System" tab again, but this time click the icon labeled "Remove Programs".
  6. Select "HealthTech Solutions JournalToGo®" and click "Remove."
  7. When it asks if you're sure you want to remove it, click "Yes". JournalToGo® is now uninstalled from your device.


  1. If there is an icon in your system tray (i.e., the lower right corner of the screen, on the task bar) that looks like a white square containing the letters "JTG", click on the icon and select "Exit" from the menu.
  2. Select "Settings -> Control Panel" from your Start menu.
  3. Double-click the "Add/Remove Programs" icon.
  4. Find the entry for JournalToGo Desktop Agent. Select this and hit the "Remove" button.
  5. Select the radio button next to "Remove" and click "Next". When it asks if you want to remove the program, select "OK".
  6. Answer "Yes" to any questions that appear during the uninstall process.
  7. Click "Finish". JournalToGo® is now uninstalled from your desktop system.
System Requirements

Any device running PalmOS™ v3.0 or higher. This includes all Handspring Visor™ devices and Palm III™ or newer devices.
Any device running PocketPC WinCE™ v3.0 or higher.
Minimum: 1.0 MB free RAM.
Recommended: 1.5 MB free RAM.
Recommended: 5.0 MB free RAM.
Windows 95, 98, NT 4.0, 2000, MacOS 9.x or X.
Windows 95, 98, NT 4.0, 2000 or XP.
Netscape Navigator 3.0 or higher OR
Microsoft Internet Explorer 4.0 or higher
Microsoft Internet Explorer 4.0 or higher
Palm Hotsync® Manager 2.0 or higher
Microsoft ActiveSync 3.1 or higher
5.0 MB free space on harddrive.
10.0 MB free space on harddrive.


Technical Support


Send email to support@journaltogo.com to cancel your JournalToGo® subscription.


  1. The Username and Password are being typed incorrectly.
  2. You have not yet verified your account. You should have received an email containing your username, password, and a long string representing your validation code. If you can find that email, click on the link in the email and type in your password to validate your account. If you cannot find your email or have difficulty with this process, please contact us at support@journaltogo.com and we will validate your account manually.
  3. Check your browsers security settings to ensure that it is accepting cookies from the JournalToGo® website. Many cookie-blockers have a "white-list" feature that will accept a list of sites from which it will always accept cookies. If your software has such a list, you could enter our URL (http://www.journaltogo.com/) so that it would accept our cookies. Our site does not use tracking cookies, and should only store temporary cookies on your system to keep track of session-specific information.
  4. Verify that you are not behind a firewall, a pop-up blocker or other software installed that could limit your access to the Internet.

  1. The JournalToGo® server is unavailable due to maintenance down time or technical problems. Contact the helpdesk at support@journaltogo.com or 1-888-437-4857, option 3.
  2. Verify that the device has enough free memory to sync.

Uninstall JournalToGo® from your desktop machine, reboot, then run the install again. Once the install has completed, reboot your system once again and then sync your device.


After an installation/upgrade of the software, a hot sync operation must be run again to retrieve the data from our site via the Internet.
  • Make sure you are connected to the Internet. JournalToGo® checks for Internet Access before it runs.
  • Check what version of Internet Explorer you are using. If it is prior to v4.01 SP1 you will need to install a more recent version. Even if you are a Netscape user you will need a more current version of Internet Explorer, since it includes updates to Microsoft Windows you can get no other way. The current version of Internet Explorer is available for download from http://www.microsoft.com/windows/ie/.
  • If you are an AOL subscriber and you are using AOL version 5.0 or earlier, upgrade to the latest version of AOL software.
  • If you are using a Palm, Handspring Visor, or equivalent, you may have encountered a problem while installing the JournalToGo® Conduit (the software that retrieves information from the internet). To determine if this is the case:
    1. Click on the Hotsync Icon on your Start Bar to bring up the Hotsync Menu.
    2. Select Custom... From the Menu.
    3. Make sure there is an entry for JTGConduit, and that the listed action says 'Synchronize the Files'.

  • If you do not have this entry, you will need to reinstall the JournalToGo® application. If there is an entry for JournalToGo®, please contact us and include a copy of your Hotsync log so we can check for other problems.


At the present time, JournalToGo® does not make use of memory cards. This functionality is planned for a future release. No timeline has been set for this upgrade.

Common Error Messages



Possible Cause: Did not re-sync the device after the installation.

Resolution: It is necessary to synchronize your device to a desktop system with an Internet connection after installation. It may be necessary to reboot your system before the sync will work correctly. At this point, JournalToGo® will ask for your login and password. Enter these once, and on each subsequent sync any old content will be removed and any new content will be downloaded.


Possible cause: JournalToGo® does not support multiple user installations on the same desktop system. It is likely that the problem is caused by installing while logged in as one user and syncing while logged in as a different user.

Resolution: Delete JournalToGo® from your Palm, uninstall it from your desktop system, and then reinstall it while logged in under the account with which you wish to use it.


Possible cause: Something failed during the install process, you are behind a firewall or running some form of pop-up blocker software.

Resolution: Uninstall and reinstall JTG on both your handheld and desktop systems.


Possible Cause: A user account has already been created with this email address. In most cases, the user has forgotten the login/password.

Resolution: Contact JournalToGo® support at support@journaltogo.com or 1-888-487-4357, option 3.

We will be adding additional items into this guide as our support staff finds common issues. Please e-mail our support team for help troubleshooting your problem.


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All Rights Reserved
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