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By Chris De Herrera 
Copyright 1998-2007
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ActiveSync 3.x Troubleshooting Guide

By Chris De Herrera, Copyright 2001-2005
 Version 1.40  Revised 2/22/2005

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    1. Installation

    2. Initial Configuration

    3. USB Issues

    4. Guest Issues

    5. Firewall and Proxy Issues

    6. Outlook Errors

    7. Synchronization Errors

    8. Mobile Information Server / Outlook Mobile Access

    9. Exchange ActiveSync Error Codes and Solutions

    10. Missing Calendar, Contacts or Tasks Items

    11. Security Advisories

    12. ActiveSync 4.x Troubleshooting Guide - General

    13. ActiveSync 4.x Troubleshooting Guide - Limitations

    14. ActiveSync 4.x Troubleshooting Guide - 85010014

    15. ActiveSync 4.x Troubleshooting Guide - Firewall, VPN, Proxy

    16. ActiveSync 4.x Troubleshooting Guide - Logs & Services

    17. ActiveSync 4.x Troubleshooting Guide - Connection Flow

    18. USB Advanced Network Functionality

    19. Microsoft ActiveSync 4.2 Troubleshooting

    20. Using ActiveSync 4.x and Visual Studio 2005 and the Emulator

    21. Understanding ActiveSync or WMDC Partnerships


  1. Before installing or upgrading ActiveSync, make sure you remove your Pocket PC from the cradle or disconnect the sync cable.  You cannot be synchronizing while you install or upgrade ActiveSync.

  2. If you have a Handheld PC 1.0 (Windows CE 1.0) it is not compatible with ActiveSync. You must install H/PC Explorer 1.1.

  3. If you have Windows 95, you can only install ActiveSync 3.1.  ActiveSync 3.5 or later is incompatible with Windows 95.  There is no support for the Pocket PC 2002 or Windows Mobile 2003 with ActiveSync 3.1.

  4. If you are attempting to install ActiveSync on a Windows NT, Windows 2000 or Windows 2003 server, this is not supported.

  5. If you cannot uninstall ActiveSync using Add/Remove Programs, consider hand uninstalling it.  See Removing ActiveSync 3.X for details on how to uninstall it.

  6. If you cannot install ActiveSync with Windows XP, you may want to try this solution that one user paid Microsoft for.  Also, you may need to install it while your PC is booted in Safe Mode with Networking.

  7. If you see an error "_ins5576" then there is a conflict with another program on your PC.  You can resolve it by following the instructions for Microsoft KB Article 299393.

  8. If you have Windows 98 and see the error "TCP/IP Protocol Required The TCP/IP Protocol must be installed on this computer before Microsoft ActiveSync can be installed.

    Click OK to quit Setup. Then, open Control Panel, double-click Network, and install the protocol." then you need to follow the instructions listed in Microsoft's KB Article 299409.

  9. If you have installed Replay Radio, you may not be able to install/reinstall/upgrade ActiveSync.  Uninstall Replay Radio and then install ActiveSync. Then you can reinstall Replay Radio.

  10. If you see a long pause or a failure at 91% while installing ActiveSync, look in the c:\windows\inf\ folder for OEMx.INF/OEMx.PNF (where x is any number) files that are zero bytes long.  Delete all zero byte OEMx.INF/OEMx.PNF files in the folder. If any files are read only change the attribute and delete them. Reboot and then try reinstalling ActiveSync.  One possible source for this problem is Norton Utilities.  I have reported this issue with ActiveSync 3.5 on Windows ME on a Casio Fiva MPC-206e where I had to plug the notebook into the wall after deleting the files.   Other users have seen it on ActiveSync 3.7 on Windows XP.
  11. If you have an HP All-in-One 1210xi printer you will not be able to install ActiveSync.  The process hpoevm08.exe interferes with the installation because it never ends.  Use the Task Manager to kill the task.  Then complete the installation of ActiveSync.  To print, reboot the PC.  This problem affects all versions of ActiveSync 3.x
  12. If you see an error message saying that you have more than one program directory with the word Microsoft (ie: c:\program files\microsoft) in it, see Microsoft Article 216621 for details.  Here's the message you may see "Activesync cannot log on to Microsoft Outlook. Make sure MS Outlook is installed and functioning correctly. You may need to restart your computer. You could have a conflict due to two folders on this computer are named C:\Program Files\Microsoft and C:\Program Files\Microsoft\Office. If so, rename.......".
  13. In some cases you can successfully install ActiveSync if you install in Safe Mode with Networking. This has worked with Windows XP Professional and it should work with other operating systems.
  14. If you have Norton Antivirus (NAV) Corporate Edition v 7.61.937 you have to uninstall it to install ActiveSync 3.7.
  15. If you have a Matrox Millennium P750 video card installed in your PC, you may not be able to install ActiveSync. During the installation process, ActiveSync will spontaneously shutdown. A workaround is to uninstall the Matrox drivers and install ActiveSync.  Further you may experience problems if you reinstall the Matrox drivers subsequent to installing ActiveSync.
  16. If you are using Virtual PC on your Macintosh to run Windows 2000 or Windows XP and install ActiveSync 3.7 or 3.8 it will hang at 92% complete. The user must wait up to an hour for the installation to complete. This is normal. Microsoft does support Virtual PC 6.0 and 7.0 for the Macintosh with ActiveSync however there is no support for using Virtual PC for the PC with ActiveSync..

If your problem is not resolved here, try the Microsoft's Knowledge Base search on ActiveSync or Microsoft's Knowledge Base search on Mobile Information Server.

Other Articles on ActiveSync:

ActiveSync Versions FAQ
ActiveSync 3.8 Review
ActiveSync 3.7 Review
ActiveSync 3.6 Review

ActiveSync 3.5 Review
ActiveSync 3.1 Review
ActiveSync 3.0 Review

ActiveSync - Identifying Unresolved Items
ActiveSync - Multiple Partnerships
ActiveSync - Using Categories to Sync
ActiveSync Configurations

ActiveSync Future Directions
Configuring Norton Internet Security and ActiveSync
Removing ActiveSync 3.X

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