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By Chris De Herrera 
Copyright 1998-2007
 All Rights Reserved
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ActiveSync 3.x Troubleshooting Guide
Outlook Errors

By Chris De Herrera, Copyright 2001-2005
 Version 1.48  Revised 9/7/2005

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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

Synchronization Errors:

  1. If you get an error beginning with 80XXXXXX (where XXXXXX is any hexadecimal number) you have a corrupted record in Outlook.  See ActiveSync - Identifying Unresolved Items to assist you with fixing this issue.

  2. If you install ActiveSync 3.5 or later with Outlook 97 (unsupported), you can synchronize your calendar, contacts and tasks.  Synchronizing Inbox does not work in this configuration.

  3. If you see the error "Synchronization cannot be started because you are not able to log onto the network and access information. Restart your desktop computer and synchronize again. If the problem persists, contact your network administrator. " in Outlook 2000.  You will need to reconfigure Outlook.   See Microsoft Article Q243029 for details.

  4. If you see the error "Microsoft Outlook Synchronization ActiveSync cannot log on to Microsoft Outlook. Make sure Microsoft Outlook is installed and functioning correctly. You may need to restart your computer." in Outlook 2002.  You will need to reconfigure Outlook.  See Microsoft Article Q324864 for details.

  5. If you see the error "Microsoft Outlook Synchronization - Synchronization could not start because this desktop computer could not access necessary information. Restart this desktop computer and synchronize again. If this persists reopen Outlook, click on help then run detect and repair. Synchronization cannot start because you cannot log on to the network, and access information, restart your desktop and synch again. If problems persist, contact your network administrator." in Outlook 2000.  You need to reconfigure Outlook. See Microsoft Article Q276563 for details.

  6. If you see "AppName: outlook.exe AppVer: ModName:
    mso9.dll ModVer:" then you have the Outlook Personal Folders Backup installed.  Outlook Personal Folders Backup is not compatible with ActiveSync so you must uninstall it.  See Microsoft Article Q324864 for details.
  7. If Inbox does not sync and you are using Hotmail, you cannot sync e-mail.  See Handango for a list of applications that sync Hotmail.
  8. Unable to sync Inbox?  Did you restore on your Pocket PC 2002?  If so then you need to delete the Inbox accounts, sync and then set them back up.
  9. If you are unable to synchronize with Outlook, I suggest that you use Outlook's Detect and Repair option.  Before beginning, you will need your Outlook CD to complete the Detect and Repair.  To begin, open Outlook and click on Help - Detect and Repair.
  10. If you are unable to sync Inbox and you have install Mozilla, Mozilla replaces the MAPI.DLL with a 6k file.  To fix this problem, Close Outlook then Search for and find all copies of MAPI32.DLL and delete or rename them.  Start Outlook and answer YES to the "fix" question. Mozilla is compatible with the Outlook version of MAPI32.DLL which is about 150k.
  11. If you are synchronizing with a PC that uses Exchange, you may see an error like "ActiveSync Error: The following task cannot be written to Microsoft Outlook due to error 870070057. The item will be skipped. Task <subject of task here>  Ok, Skip, Cancel"  You can sync if you change Exchange Server, Tools - Task View and check "Save Task Order". (Use Simple List if that item is greyed out with your current view.) It will take a minute or three, and after that, synching returns to normal.
  12. If you see the error message "Unable to open your default e-mail folders. The .DLL file for the information service could not be found. MAPI was unable to load the information service Pstprx.dll. Be sure the service is correctly installed and configured." then install the latest Office XP Service Pack or follow the work around at Microsoft article 293058.
  13. If you are seeing errors like 0x80004005 or think "Socket Error: 0xB7" and you have installed iSilo, it may be caused by iSilo attempting to synchronize.  In order to sync correctly, you will need to uninstall iSilo.  This issue has been reported to iSilo.
  14. If you have problems with ActiveSync loading up Outlook for synchronization (for example, OUTLOOK.EXE crashes), try disabling any Outlook add-ins or COM add-ins. In Outlook, go to Tools - Options - Other - Advanced Options - Add-In Manager and COM Add-Ins and disable all of the add-ins. If this fixes the problem, re-enable each add-in in turn until you have found the one that causes the crash. Then contact the vendor of that add-in for an update.   An example of an add-in that was causing problems is SpamSource (The latest version of SpamSource now works correctly with ActiveSync).
  15. If you are using Outlook 2003 in cache mode, you may experience intermittent problems.  ActiveSync is not compatible with Outlook 2003 in cache mode.  You should disable cache mode to use ActiveSync correctly.
  16. If you are unable to sync and you have installed McAfee and are getting "unresolved items"  where you are synchronizing or receive "network error", disable the HAWK e-mail option. 
  17. If you run CCleaner version 1.18.101 and you have Outlook 2003 installed and you see the error "Microsoft Outlook is no longer installed, so ActiveSync cannot continue to run. To continue synchronization, reinstall Microsoft Outlook. If you no longer want to synchronize your data, disable synchronization in ActiveSync."  Try installing the .REG file from the CCleaner forums.
  18. If you are unable to sync Inbox, Calendar and Contacts, but you can sync files and favorites, check and make sure that the DCOM Service Process Launcher service is running.  You should setup the service startup type as Automatically and you may have to reboot to start it.

For network connections, I also recommend reviewing the Network Troubleshooting FAQ.

Thanks for the tip on the wspcfg.ini information from Jack Allweiss.

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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