|By Chris De Herrera
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ActiveSync 3.x Troubleshooting Guide
By Chris De Herrera, Copyright 2001-2005
Version 1.46 Revised 4/3/2005
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Firewall and Proxy Issues
Information Server / Outlook Mobile Access
ActiveSync Error Codes and Solutions
Calendar, Contacts or Tasks Items
ActiveSync 4.x Troubleshooting
Guide - General
Troubleshooting Guide - Limitations
Troubleshooting Guide - 85010014
Troubleshooting Guide - Firewall, VPN, Proxy
Troubleshooting Guide - Logs & Services
Troubleshooting Guide - Connection Flow
Microsoft ActiveSync 4.2 Troubleshooting
ActiveSync 4.x and Visual Studio 2005 and the Emulator
Understanding ActiveSync or WMDC Partnerships
If you are using Ethernet or Wi-Fi to synchronize you need to make
sure that the network connection in the Connection Manager is setup to use
Work as the default connection. The Connection Manager is
available at Start - Settings - Connections - Connections (and Advanced on
Windows Mobile 2003).
If you are using Windows XP and you see the
message “TCP/IP Network Transport Not Installed” then click on Start
-> Run and enter the command “netsh int ip reset resetlog.txt”, click OK.
You must your computer for the changes to take effect.
If you install McAfee Virusscan version 7.0
(without the firewall support) on a PC with Windows XP it may prevent all
TCP/IP from working. Using Windows XP rollback does not reconfigure
TCP/IP. McAfee recommends that users uninstall Virsscan 7.0 with a
CSLSPREG /UNREGISTER. You may need to contact McAfee support to
obtain this program since I am unable to find it as of 11/23/03.
If you are using Word 2003 and are trying to
synchronize files or copy them to your Pocket PC you may receive an error
when ActiveSync attempts to convert the .DOC files to Pocket Word format.
To work around this problem configure ActiveSync to not convert the .DOC
files since the Pocket PC can open them directly. This is done by
clicking on Tools - Options - Rules - Conversion Settings and selecting
the Desktop to Device tab. Then select Microsoft Word Document and
click on the Edit button. Then click on the drop down menu and
select No Conversion and click Ok, Ok, Ok.
If you encounter the CoolWebSearch spyware
on your PC and use Norton Antivirus 2005 to remove it ActiveSync will stop
working. Instead use Spybot Search and Destroy to remove
CoolWebSearch and ActiveSync will work properly. If you used Norton
Antivirus 2005 already then try reinstalling ActiveSync.
If you have Panda Software BusinessSecure
Antivirus installed you may not be able to synchronize with your Pocket
PC. Please contact Panda Software for a patch that will allow you to
If you have upgraded your Panda Antivirus from
an older version to Panda Titanium or Platinum 2005 you may not be able to
sync. Panda has changed the way Outlook scanning is performed, but did not
properly un-register a DLL. So you have to go to
download the tool "LspFix". When you start LspFix, you will see a list of
dlls, one of which is "pavlsp.dll". Check the "I know what I am doing"-box
(nice thing to provide that, indeed!) and move the dll from the "Keep"
list to the "Remove" list, press finish, reboot, and ActiveSync is fixed.
One user has reported that they are using Panda
Platinum, and they have disabled the options 'Protection against unknown
attacks'-> 'detection of unknown virus' -> ''Behavior analysis' in order
If you are synchronizing your Pocket PC and you
are unable to use File - Explore you may have the
Shell Extension Security enabled. The key
If this key is set to 1, then you must trust the ActiveSync Explorer
Extensions. This can be done by editing the registry and adding the
This is documented in
Microsoft KB article 836152.
If you are using Windows XP and install the
KB902400 (MS05-51) you may experience a problem with ActiveSync
logging in to use COM. This is caused by the %windir%\registration
security being changed from the default. The folder security must be
set to allow Administrators and System Full Control and
Everyone Read. See
Microsoft KB 909444 article for details.
First change the settings on the PC in ActiveSync -
Tools - Options to not synchronize any of the options. If ActiveSync
still fails then read down further for assistance. If it does not fail
then re-enable the different types of data to sync one at a time to
identify where the problem is occurring.
If you get a 628 error while connecting your Pocket PC,
Handheld PC, or Palm-size PC to your Windows NT desktop, you need to use
the guest account to sign in instead of the user you used.
If you run the Aventail 3.21 VPN client then you need
to make the following changes to avoid hanging in ActiveSync whenever you
remove your Pocket PC from the USB cradle:.
Run the Aventail config tool. Select the "Advanced" tab. Check "Secure
all applications except listed" check box in the "Applications to Secure"
group box. Click "Modify List". Add "wcescomm.exe" and "WCESMgr.exe"
located in the ActiveSync program directory. Most likely "C:\Program
Files\Microsoft ActiveSync". Click "OK" then "File -> Save" and then
If you are using the HummingBird's SOCKS client, you
must add a direct statement in your SOCKS.CNF file in order to allow the
addresses used by the Pocket PC, Handheld PC, or Palm-size PC's serial
connection to connect to your PC instead of sending them to the SOCKS
DIRECT 192.168.55.0 255.255.255.0
If you are connecting via the serial port with your
Pocket PC, Handheld PC or Palm-size PC, and you are having errors
synchronizing, consider reducing the baud rate from 115.2k to 19,200 or
9,600 on your device. ActiveSync will adjust to the correct
baud rate. I have found that this is especially true for Handheld PC
2.0 and Palm-size PC 1.0 devices.
- If ActiveSync gets stuck, you can end the program using the Task
Manager and end the tasks WCESCOMM and WCESMGR. To restart
ActiveSync, just click on the ActiveSync icon on your desktop. You can use
the free utilities KILLSYNC to
end the tasks or RESYNC to end the
tasks and restart ActiveSync.
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.
- When synchronizing via the network or RAS the Pocket PC automatically
disconnects when done. If you want to stay connected when
synchronizing via a network or RAS then on your Pocket PC click Start -
ActiveSync and select Tools - Options from the menu select the Schedule
tab. Uncheck the box labeled "When synchronizing remotely with my
PC, disconnect when complete". This option just affects PC
- If you see the following error in Windows 2000 or Windows XP:
WCESCOMM.EXE - Error in application
The application couldn't be initialized correctly (0xc0000142)
a. See Elron Software's fix for this. You will need to search
Elron's support database for the error code to see the fix.
b, If you have Symantec Antivirus Corporate Edition version 8.0.x upgrade
- Your PC attempts to connect to the internet whenever you synchronize.
This is caused by ActiveSync attempting to start internet passthrough.
You can disable this by launching ActiveSync, clicking on File -
Connection Settings. Uncheck the option "Allow Network and RAS..."
Also if you have an Inbox POP3 or IMAP4 account on your Pocket PC 2002,
select the ActiveSync profile. This will prevent your Pocket PC from
using the PC for internet pass through to access e-mail.
- If you keep seeing the Add/Remove Programs window this is because a
desktop installation has not been completed to your Pocket PC. If
you want to eliminate this, you need to uninstall the last program you
installed from the list of installed applications. There may be more
than one application that has to be uninstalled if you do not recall when
this started to occur.
- If you installed ActiveSync 3.5/3.6/3.7/3.8 and then upgraded your
desktop OS to Windows XP, you may not be able to synchronize. You need to
check and see if ActiveSync is running in compatibility mode by right
clicking on the program or shortcut. If it is, then remove these
settings and you should be able to sync.
- 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.
- If you see a message "There was no response from your mobile device
while checking for out-of-date appointments" and you have Resco Picture
Viewer (the Axim has this in ROM), delete the file picViewSync.dat in the
\Windows directory on your Pocket PC. Then you should be able to
- If you see "Attention Required" and you are using Windows 98, Outlook
2000 and see "Error Number:0x80070725 Description: Incompatible version of
the RPC stub" when attempting to uninstall an application you have a
problem with a corrupted DLL such as OLEAUT32.dll, Olepro32.dll,
Asycfilt.dll, Stdole2.tlb. file. See
InstallShield's KB article. This issue is related to installing
the wrong operating system/ version of DLLs for DCOM.
- If you have McAfee Virusscan or McAfee Clinic installed with the
Privacy Service and you cannot sync, try uninstalling ActiveSync and then
the Privacy service. Then reinstall ActiveSync and then the Privacy
service according to McAfee support.
- If you see the error "A synchronization partnership cannot be created
because the source database name is too long. Choose OK to copy the
database without synchronizing it or choose Cancel to end this operation,
rename your source database, and try again later." then you need to login
as an Administrator to synchronize the Access database.
- If you are unable to sync using Wi-Fi or Ethernet it could be because
you have an open connection to a server on your network. If you are
using Windows Media Player, File Explorer or other 3rd party network share
application, ActiveSync will attempt to connect using that connection and
fail. You need to disconnect from network connections to sync.
- You cannot sync database files because the option to select the
database files is no longer displayed in ActiveSync - Tools - Options.
1. Perform a full backup of the Pocket PC so you can restore in the event
of a failure 2. Remove the Pocket PC from the cradle/cable and select File
- Delete Partnership on ActiveSync on the PC. 3. Perform a Detect and
Repair on Outlook using the menu item Help - Detect and Repair 4. Reboot
your PC 5. Hard reset your Pocket PC 6. Once the reboots/resets are
complete, reconnect your Pocket PC to your PC and setup a partnership.
- If you see "Cannot start communications with the desktop computer.
Winsock services could not start due to critical error 10054" then try
soft resetting your Pocket PC. Then attempt to sync.
- If you see a message from McAfee VirusScan about a script that
wcesmgr.exe is running, allow it to run. This is ActiveSync opening
Outlook. See the McAfee Script
Issue for details.
- If you are using a Windows Mobile 2003 and you are seeing an error
with database file conversions or applications that use database files on
your Pocket PC that are expecting the files in the Pocket PC 2002 format,
then you may need the
Database Conversion Wizard Power Toy.
- If you have more than one partnership and you wish to sync via
Ethernet or Wi-Fi you need to make sure you have selected the correct PC
to sync with. This is done on the Pocket PC by launching ActiveSync and
clicking on Tools - Options and selecting the PC you wish to sync with.
For network connections, I also recommend reviewing the
Network Troubleshooting FAQ.
Thanks for the tip on the wspcfg.ini information from
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 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
ActiveSync - Multiple Partnerships
ActiveSync - Using Categories to
Configuring Norton Internet Security
Removing ActiveSync 3.X
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