ActiveSync 4.0/4.1/4.2 USB Connection Troubleshooting Guide

In some specific cases, Windows Mobile device connectivity to a Windows PC running Microsoft ActiveSync 4.0, 4.1, or 4.2 (which will be referred to as 4.x in the rest of this guide) may experience connection problems. This document will describe the known issues, and how you can resolve them.

*Please note that Activesync 4.5 is now available and you should upgrade to Activesync 4.5 for devices running Windows Mobile 5.0 software. In some cases, issues in this document will be resolved by upgrading to Activesync 4.5. However, the contents in this troubleshooting guide also apply to Activesync 4.5 in many cases. It is recommended that you reference this guide for issues hit with Activesync 4.5 as well.

Issues:

The symptoms of USB connection problems between a Windows Mobile powered device and ActiveSync 4.x may include any of the following:

• Connection between a Device and PC is dropped during data transfer or synchronization.
• Connection is never established between PC and the Device and there is no visual feedback.
• Synchronization is completed partially, but does not finish as intended.
• Windows appears to stall or crashes upon connecting a device.

Cause:

Most cases of ActiveSync 4.x USB connection problems as listed above are caused by Windows desktop firewall applications or applications that manipulate network traffic. These applications conflict with the TCP traffic between your device and the PC, causing data transfer and connection issues. The list below provides some known applications that may cause problems connecting your device to your PC.

Desktop Firewall Applications

Firewall applications are designed to block network traffic and secure the desktop PC from incoming network connections. Since ActiveSync utilizes TCP ports for data transfer with Windows Mobile powered devices, you may need to explicitly allow this traffic to be un-blocked by Firewall applications. To do so, you must add ActiveSync application processes into the Firewall Programs Exception List.

Troubleshooting:

If you are currently running any of the following Firewall Applications, please consult the detailed steps described below to add ActiveSync application processes into the Firewall exception list:

• Sygate Personal Firewall
• TrendMicro PC-cillin Internet Security 2005
• Norton Personal Firewall
• Zone Alarm Security Suite
• McAfee Personal Firewall
• Windows Firewall

For additional firewall software not mentioned, please consult your firewall application documentation on how to add ActiveSync application to the exception list.

Note: ActiveSync files include:

• Wcesmgr.exe
• Wcescomm.exe
• Rapimgr.exe

These application processes are located in the ActiveSync installation folder (C:\Program Files\Microsoft ActiveSync\ if installed in C drive with default settings).

ActiveSync also uses the following ports for communication to/from these processes:

Inbound TCP:

• 990
• 999
• 5678
• 5721
• 26675

Outbound UDP:

• 5679

Network Connection Managers

Network Connection Managers are utilities that intelligently manage connection interfaces so that a PC with multiple connection methods (e.g. Ethernet, Wireless LAN, etc.) can leverage the best connection. In some cases, the utilities will shut down network interfaces and promote other interfaces for the best connection performance. Some of these utilities are implemented as NDIS Intermediate Drivers that monitor and affect the Windows system TCP/IP stack.

Since Windows Mobile 5.0 and ActiveSync 4.x now utilize the Windows system TCP/IP stack for communication, the device connection will appear as a network interface and can be interrupted by a Network Connection Manager utility. Some utilities may mistake the ActiveSync connection as a valid internet connection and shut it down in favor of Wireless LAN connection.

If you experience issues with device to PC connectivity, please upgrade to Activesync 4.5.

VPN Clients

Virtual Private Network (VPN) Clients are utilities that facilitate a remotely connected PC to authenticate and join a secure private network. Some components of VPN clients are implemented as NDIS Intermediate Drivers that monitor and affect the Windows system TCP/IP stack traffic.

Since Windows Mobile 5.0 and ActiveSync 4.x now utilize the Windows system TCP/IP stack for communication, the device connection will appear as a network interface and information between the PC and your device may be erroneously interrupted by VPN Clients. This may cause difficulties in connecting the device with a PC while the PC is joined on a Virtual Private Network.

If you experience issues with device to PC connectivity in this case, please upgrade to Activesync 4.5.

Parental Control Utilities

Parental control utilities are often designed to block network traffic to designated internet addresses. These utilities may be implemented as a Layer Service Provider that monitors network traffic across multiple Windows applications. ActiveSync communications between the PC and your device may be erroneously interrupted as well by these Layer Service Providers making it difficult to establish a connection.

If you experience issues with device to PC connectivity, please upgrade to Activesync 4.5.

Hubs & Docking Stations

USB hubs and laptop docking stations have not exhibited consistent stability with Windows Mobile powered devices and ActiveSync.

Please connect the device directly to the PC USB ports if you experience connection drops or inability to connect through a USB hub or docking station.

Network Traffic Optimizers

Network Traffic Optimizers are utilities that enhance a connection to increase connection throughput. In some cases, this is done by modifying the network packets or re-directing network traffic to save transfer time. Some of these utilities are implemented as Transport Driver Interface Drivers that are installed in the Windows system to monitor the TCP/IP stack.

Since Windows Mobile 5.0 and ActiveSync 4.x now utilize the Windows system TCP/IP stack for communication, the device connection will appear as a network interface and information between the PC and your device may be erroneously interrupted by Network Traffic Optimizers.

If you experience issues with device to PC connectivity, please make sure that a Network Traffic Optimizer is not conflicting with the connection. You can check this by disabling or uninstalling the Network Traffic Optimizing software you are running.

Synchronization Issues with Microsoft Outlook

If you are experiencing difficulties setting up and completing synchronization of data with Microsoft Outlook, please refer to the following section to find details about symptoms and workarounds.

Synchronization Error 85010017

In some cases, ActiveSync will fail to synchronize data with Microsoft Outlook with Synchronization Error code 85010017. This could be due to the presence of large volume of items on first sync or specific large items such as a calendar item with many meeting attendees. Some targeted instances of this have been fixed in Activesync 4.5.

If you are experiencing this on Windows 2000 or Windows XP SP1, please upgrade to Activesync 4.5. Otherwise you can try archiving your inbox to reduce the number of items in the mailbox for synchronization.

Synchronization Error 85010014

ActiveSync reports a Synchronization Error code 85010014 because of one of the following reasons:

• Synchronization Fails because Application Data Folder is Redirected
• Synchronization Fails because Outlook is in Offline Mode
• Synchronization Fails because of Outlook script blocking
• Synchronization Fails because ActiveSync is incorrectly registered with Outlook

         
Application Data Folder Redirected:

If your Application Data folder under Documents & Settings folder is redirected to an external source, you will experience synchronization failures.

Please upgrade to Activesync 4.5 if you are experiencing this issue.

Outlook is in Offline Mode:

If you are attempting to set up synchronization or are synchronizing when Microsoft Outlook is in Offline mode or when you do not have connectivity to the Microsoft Exchange Server with Outlook, you may experience synchronization failures.

Please upgrade to Activesync 4.5 if you are experiencing these issues.

It is still recommended that you have Microsoft Outlook in the Online mode when synchronizing with your device.

Outlook Scripting Blocked:

Certain Desktop PC security applications may disable Outlook scripting which is required for ActiveSync too set up communications with Outlook to synchronize data.

Please ensure that script blocking for Outlook is not enabled to work around this issue. Please consult your PC security application documentation on how to disable script blocking for Microsoft Outlook.

Incorrect Outlook Registration:

Please see “Outlook needs to be Re-Installed or Repaired” section for details.

Device Synchronization App Crashes or sync fails

We have found that certain data items, when synchronized with the device could cause bad properties to be set on the Windows Mobile device.

If you are experiencing frequent sync failures or device crash errors, please upgrade to Activesync 4.5.

Outlook needs to be Re-installed or Repaired

In some cases when Microsoft Outlook is not the primary Email client on the PC, you may see the following symptoms:

• Synchronization Error 85010014
• Error that Outlook is not installed, even though it is

Please upgrade to Activesync 4.5 if you are experiencing these issues.

I know that some users have reported receiving a message like "ActiveSync cannot connect to the Windows Mobile powered device" after connecting with a USB cable. The ActiveSync icon lights up in the system tray and spins a bit before showing the error message. If this is the case, users should try disabling the advanced network functionality.

On Windows Mobile 6, click Start > Settings > Connections > USB to PC. Deselect Enable advanced network functionality.

 Another one that i hit all the time.

3rd party sync apps.

For example Intellisync,  disables activesync by default (And rightly so, this prevents activesync duplicating all their mail which is synchronised from a 3rd party source already.)

If your company uses Intellisync, Good, etc etc for email sync.  Then make sure these applications are configured correctly.

I believe in more recent versions this is handled better,  Intellisync will actually say "You've connected activesync, are you sure you've configured it correctly" before it will let you connect.

Activesync can also be disabled at a group policy level in AD. So ensure your company policy allows activesync connectivity.  

Hi Bill

If I can add a few other tips that I have found useful (depending on the error).

1. Repair ActiveSync 4.5

The 'repair' function if you run it though the Control Panel>Add/Remove Software doesnt work. You have to run it from the .exe file when you first installed. So make sure you have a copy on your hard drive or download and select 'Save' instead of 'Run' after download from http://www.microsoft.com/windowsmobile/en-us/help/synchronize/ActiveSync-download.mspx

2. Registry Cleaning

There are many types of Registry repair tools that can sometimes correct Activesync errors. This often occurrs if you have more than one device connected to the same Outlook.

3. Scan.pst

Sometimes Outlook gets some internal errors that effect the sync process. Run scanpst.exe which is installed as part of the Office suite but is a 'hidden' file so it won't come up on most Search functions. You can find it as follows:

• Outlook 2003                   -  C:\Program Files\Common Files\System\MSMAPI\1033
• Outlook 2007  Enterprise -  C:\Program Files\Microsoft Office\Office12

As you may need to run this often (I do this once a week), create a desktop shortcut for convenience

Thanks for this info, Nic.