Support Knowledgebase

Where's the trouble happening? Installing ActiveSync Sync through USB cable Sync through Bluetooth Sync through Infrared (IR) More help: Microsoft.com: ActiveSync FAQ

Can this page help you? If you are fully in control of your computing environment, this page is for you. Here's how to find out. This page is for home-based users, or small businesses without a formal IT department. Can you access the Admin login for your desktop computer, and did you set up the computer yourself when it arrived from the factory? Then you probably fall into this category. But if your company has an IT department, then these suggestions may not apply. Was your desktop PC set up by someone in IT before it was assigned to you? Then your IT helpdesk should be your first stop if you're having trouble with ActiveSync. Your PC may have IT-managed security software that's interfering with ActiveSync processes, and even if you can change the security settings, doing so may violate your IT department's policies. Contact your IT helpdesk before proceeding.

Installing ActiveSync

These tips may help you avoid problems while installing ActiveSync:

• Do not connect your smartphone to your PC before installing ActiveSync. ActiveSync should be installed while the USB cable is disconnected from the computer.
• When installing, log onto your PC as an Administrator.
• Disable any firewall products, proxy clients, anti virus products or registry protection products before installing ActiveSync.
• Remove any network accelerators or enhancers.
• Exit all unnecessary programs that are running.
• See also: Microsoft.com: ActiveSync FAQ

Connecting to a PC through USB sync cable

When you try to sync through your smartphone's USB sync cable, what happens?

Error message: "Your device is not detected. Verify that the connection you are using is available."		This can happen if your smartphone is not connected to your desktop PC, if there are conflicting USB devices, or if you haven't installed the correct ActiveSync software for your smartphone. More information Treo 800w only:This error can also occur if you incorrectly set up or disrupt an Internet Connection Sharing (ICS) session. Install the Treo 800w USB and Battery Charging Update which is designed to prevent this from happening.
ActiveSync screen seems stuck at "Connecting" message on desktop PC		When the Verizon Wireless Sync application (powered by Intellisync) is activated on your device, USB ActiveSync is disabled in order to avoid duplication of data. This is the most common culprit, but other causes include firewall and VPN software conflicts. More information
The "Found New Hardware" wizard launches and asks you to locate the drivers on desktop PC		During installation of the ActiveSync software, you are asked to restart your desktop PC. If you don't restart your PC at this time, the "Found New Hardware" wizard will appear when you connect your smartphone, and it will ask you to locate the drivers for it. More information
Error message: "USB Device Not Recognized" in Windows system tray		This can happen when the device driver for your Windows Mobile smartphone malfunctions. More information Treo 800w only: You may see this error if the USB descriptor of serial mode (not the default mode) fails due to incorrect values. Install the Treo 800w USB and Battery Charging Update which is designed to prevent this from happening.
Error message: "Support Code: 85010014"		85010014 (exactly that number, none other) indicates an issue with Outlook or the Exchange Server. It is a general error, but we have specific steps that can help you. More information
Error message that begins with 85 (85XXXXXX) such as "0x85002002 - There is not enough free memory on your device to synchronize information. Delete unused files from your device or close programs that are running to free up memory."		We list a dozens of error messages that begin with 85, and help you work through the problems they indicate. More information
ActiveSync connects, but then quickly disconnects and the ActiveSync icon returns to gray		A number of issues can cause the ActiveSync application to disconnect before all your data is transferred: ActiveSync ports may be closed, third-party software may be affecting network traffic, or there may be a hardware issue. More information
Error message 0x85020006 ActiveSync failed to synchronize with Microsoft Exchange.		Occasionally due to your company's security settings EAS may fail to push the security certificate to your smartphone from your desktop. This will cause the synchronization to fail for Microsoft Exchange. We recommend setting up EAS over the air (OTA).
ActiveSync disconnects when the device goes to sleep (suspend)		Treo 800w only. If you have changed your default connection mode on the device to "serial mode," and your device goes to sleep when you connect it to your PC (or if it goes to sleep while connected), the connection may fail. Disconnect and re-connect the device to establish the connection again. Install the Treo 800w USB and Battery Charging Update which is designed to prevent this from happening.

Connecting to a PC through Bluetooth wireless

You can sync your smartphone with your PC through a Bluetooth wireless connection. Make sure that these conditions are met:

• The PC must have Bluetooth wireless capabilities.
• The distance between your smartphone and your PC should be no more than 30 feet (9-10 meters)
• You may need to install software from the Treo Getting Started CD to set up a Custom ActiveSync Profile. This component is already part of Windows XP Service Pack 2. If you have a different Windows version using the Microsoft Bluetooth stack, you'll need to install the component from the CD:
  1. Install the Treo Getting Started CD into your PC.
  2. A "Welcome Back" screen will appear. Click on Repair or install critical programs.
  3. Click the checkbox next to Palm Bluetooth ActiveSync PlugIn.
  4. Follow the instructions in the installation wizard to complete the process. When asked, select Modify (not Repair or Remove).

  Important: this component is not compatible with any third-party Bluetooth stack. If you do not wish to install the Palm Bluetooth ActiveSync PlugIn, or if your PC does not support the Custom ActiveSync Profile, you may be able to sync wirelessly by setting up the standard ActiveSync Serial Port Profile.

• You must complete the Bluetooth wizard on your smartphone, and set up a Bluetooth partnership with the PC before you can sync.
  1. On your smartphone: from the Start menu, select Settings. Select the Connections tab, then select Bluetooth.
  2. Follow the onscreen instructions to set up a Bluetooth relationship.
• Verify that the serial port being used on your PC is the same port that ActiveSync is set to use
• Verify that the Bluetooth driver is installed on a virtual COM port between 0 and 9. ActiveSync supports only virtual COM ports 0 through 9. If the Bluetooth driver is installed on a higher COM port, reassign it to a lower port number so that ActiveSync can recognize it.
• Verify that the Bluetooth driver on your PC is configured to support the Bluetooth serial profile
• Before synchronizing, pair your smartphone with your PC.

Connecting to a PC through Infrared

Your smartphone is equipped with an IR port that lets you beam information to another device with an IR port. The IR port is located on the top of your smartphone, between the antenna and the ringer switch, behind the small dark shield. The type of information you can beam depends on the type of device you are beaming to.

Remember that IR synchronization may drain your battery more quickly than other sync methods. This is because IR beams are essentially heat, and they take a lot of energy.

If you're having trouble, make sure:

• The IR transceivers on your Treo smartphone and your PC must be pointing at each other. IR transmissions are composed of light; there must be a line of sight between them.
• Your smartphone and PC are no more than 6 inches apart. Try moving the smartphone closer and farther from your PC. Sometimes there is a "sweet spot" for IR communications which varies from machine to machine.
• ActiveSync is configured to use an IR connection.
  1. Set up your PC to receive infrared beams: in ActveSync on the PC, on the File menu, click Connection Settings. In the "Allow connections to one of the following" list, select Infrared Port (IR).
  2. Point your smartphone's IR port directly at the IR port on your PC.
  3. On your smartphone, press Start, and select Programs.
  4. Select ActiveSync.
  5. Press Menu and select Connect via IR.
  6. Select Sync.
• The appropriate COM port on your PC is configured for IrDA. Refer to a PC expert for help if you're not sure how to do this.
• Tip: When devices are correctly aligned, the Wireless Link icon should appear in the notification area on the computer taskbar.