Troubleshooting

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In this chapter, we explain how to work around problems users sometimes encounter while working with the hand-held. When bulleted lists appear, your problem can be fixed using one, some or all of the possible solutions.

Connection Problems

I cannot get my hand-held to connect.

• Verify that your hand-held is properly connected to your PC.
• Make sure ActiveSync is running and the status of the device indicates the Pocket PC is "connected". Check ActiveSync Help for additional information. Also, refer to step #11 of the Installation section of this User Guide.
• Make sure no other programs are using the same COM port as your hand-held when connecting using a serial port or USB connection.

I cannot start synchronization.

• Verify the user name, password, server and node settings in the CorporateSync for Pocket PC Settings dialog box on your hand-held.
• Make sure the calendar server you are connecting to is running properly.
• Make sure the user name or initials you entered distinguish you from everyone else on the system.
• Make sure the synchronizing settings are selected in the CorporateSync for Pocket PC Settings dialog box on your Pocket PC.
• If you are synchronizing Addresses, your off-line and on-line passwords must be the same.
• Your calendaring application must be completely closed if you want to synchronize contacts. Also, make sure the name of the Address Book is entered correctly in the CorporateSync for Pocket PC Settings dialog box on your hand-held.

It is taking too long to synchronize.

Reduce the time it takes to synchronize by doing the following:

• Synchronize once using the largest possible time period and then synchronize using the smallest time period you wish to keep on your hand-held.
• Narrow the time period you want to synchronize using the Sync Range tab of the CorporateSync for Pocket PC Settings dialog box.
• Do not synchronize completed Tasks or refused Entries.
  

Note: CorporateSync removes previously synchronized Entries from your handheld device that fall outside the current synchronization range.

Entry Problems

Some hand-held Entries do not appear in my calendaring application after synchronizing.

• Choose View menu > Refresh All in your calendaring application.
• Only the first Entry of a repeating Entry created on the hand-held appears on the calendar server.
• These Entries are outside the range defined on the Sync Range tab of the CorporateSync for Pocket PC Settings dialog box on your hand-held.

Some Entries do not appear on the hand-held after synchronizing.

• These Entries are outside the range defined on the Sync Range tab of the CorporateSync for Pocket PC Settings dialog box on your hand-held.
• Check the synchronization settings on the Events, Tasks and Contacts tabs of the CorporateSync for Pocket PC Settings dialog box. Select the desired options and synchronize again.

I keep getting multiple copies of my Entries.

• If you modified an Entry in both the hand-held and your calendaring application, Entries are duplicated when you synchronize and the calendaring application Events setting is "Keep both". Simply delete the unwanted Entry (either on your hand-held or in your calendaring application) and synchronize again.
• If the synchronization stops with an unexpected error, power loss, etc., it is possible that the next time you synchronize some Entries will be duplicated.

Changes I made to an Entry on my hand-held were not transferred to my calendaring application.

• If it was a repeating Entry from a series of repeating Entries, your calendaring application will never acknowledge it. The calendaring application only modifies the original Entry.
• The CorporateSync setting is "Your calendar server overwrites Pocket PC Entries" or "Do Nothing".
• Make sure the Entry occurs within the Sync Range.

When I use my hand-held to modify a repeating Entry created on the calendar server, some of the changes are applied to all instances of the Entry, while others only to the instance I modified.

The Title, Location, Times and Reminder only change in the instance you modify. Deleting an Event on the hand-held will also only delete that one instance. To change these settings for all instances at once, you must use your calendaring application. Notes and Access Levels will be modified for all instances of the Entry.

I am having trouble with repeating Events created on my hand-held.

The hand-held and your calendaring application handle repeating Entries differently. Currently, the only way to have repeating Events appear in both your calendaring application and the hand-held is to schedule them in your calendaring application and synchronize. If you need to schedule repeating Events using your hand-held, you have to create each Event separately for them to appear in your calendaring application.

• If you created repeating Events in the hand-held and the setting for CorporateSync is "Synchronize the files", only the first one appears in your calendaring application. All other instances remain on the hand-held.
• If you delete the lone instance that was transferred to your calendaring application and the setting for CorporateSync is anything other than "Do Nothing", all instances of that Entry on the hand-held are deleted.

I want to delete all Entries on my hand-held.

• Delete them manually on an Entry-by-Entry basis.
• Set a sync range on your hand-held where no Entries exist and synchronize with your settings set to "Calendar server overwrites Pocket PC Entries".
• Do a hard reset by removing the main and backup batteries from your hand-held. Note: This kills all data and programs on your hand-held. CorporateSync must be reinstalled if you choose this option.

There is an extra 'x' or '#' beside some extension numbers on my hand-held.

You probably entered the extra character in your Address Book. Open the Address Book and delete the extra character manually from the Extension edit box. The next time you synchronize the extra character will be gone.

Other Problems

My hand-held keeps freezing up.

Perform a soft reset by gently pressing the reset button with the tip of the Stylus. Refer to your hand-held documentation.

How do I delete CorporateSync from my hand-held?

1. Choose Start menu > Settings > Remove Programs > Steltor CorporateSync Setup Applet.
2. Click Remove.

Why is "Synchronize Now" disabled?

• Make sure your hand-held is properly connected to your PC.
• Make sure ActiveSync is running and the device status is "connected".

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