This page contains more than 60 variations of Support Codes that start with 85 (85XXXXXX). When an error occurs on your smartphone, be sure to write down the exact text, especially any Support Code or other distinguishing number that appears. This makes it easier to search for a specific solution to your issue.
 |
| Support code
| 
| Troubleshooting information
|
|
| 0x800706a6
This error appears in the WCESLog.log file.
|
| This error indicates that an application is interfering with network connectivity. Work with your organization's IT department to determine which VPN, firewall, internet security or internet optimaztion software is causing the issue. You may need to change the permissions in the software, or disable or delete it; for this reason, please do not attempt this without the help of your IT department.
|
|
| 0x85002000
Not available
|
| The ActiveSync application ran out of memory. Try to sync again after you close some applications (info) or delete some documents to free up memory on your smartphone.
|
|
| 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.
|
| The ActiveSync application ran out of memory. Try to sync again after you close some applications (info) or delete some documents to free up memory on your smartphone.
|
|
| 0x85002003
The server could not be reached. This can be caused by temporary network conditions.
|
| Synchronization was not completed because your smartphone had to wait too long to establish a connection with your organization's Exchange Server. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x85002004
You have stopped synchronization.
|
| This is an informative message and does not indicate an error. It simply is letting you know that synchronization was stopped manually by the user.
|
|
| 0x85002007
ActiveSync encountered a problem on the server.
|
| There is a temporary problem with Exchange Server that prevents you from synchronizing. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x85002008
ActiveSync encountered a problem with the following item:
Item Type: Item Name
If the error persists, you may need to delete the item.
|
| This is a "per-item" error that occurs with a specific single record, such as a Calendar appointment or Contact. You'll need to delete the item listed in the error immediately. This error will only appear once, and will not show up again on subsequent synchronizations (even if the record is not deleted); the item in question will be skipped for synchronization in the future.
|
|
| 0x85002009
Not available.
|
| A previous synchronization error requires that data be removed, but that removal could not be completed this time. Try to sync again, and the removal should complete normally.
|
|
| 0x8500200A
Your account information could not be detected. Choose Configure Server on the ActiveSync menu to check your Exchange Server credentials.
|
| If you enter incorrect information when setting up ActiveSync to sync wirelessly with an Exchange Server, you will see this error. Correct the credentials:
- Press Start
 and select Programs. Then select ActiveSync.
- Press Menu and select Configure Server.
- Enter the correct information on each screen: server address, SSL requirement, user name, password, domain, and data types to sync. If you don't have this information, contact your IT Helpdesk.
- Try to sync again.
|
|
| 0x8500200C
Synchronization timed out waiting for user input (usually credentials).
|
| Try to sync again and watch your smartphone's screen for any dialog windows that ask for input, such as User ID or password.
|
|
| 0x8500200D
The device timed out waiting for you to supply credentials.
|
| The Exchange Server credentials page was left open too long. Re-enter the Exchange Server credentials, and try to sync again. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x8500200D
The device timed out waiting for you to supply credentials.
|
| The Exchange Server credentials page was left open too long. Re-enter the Exchange Server credentials, and try to sync again. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x8500200F
You have canceled synchronization.
|
| This error usually occurs when you cancel the Exchange Server credentials page. Make sure you are correctly set up to sync with the PC or with Exchange Server, and try to sync again.
|
|
| 0x85010000
Not available.
|
| This is could be one of a number of minor Internet errors. Try to sync again later.
|
|
| 0x85010002
Access was denied. Choose Configure Server on the ActiveSync menu to check your server username and password.
|
| After this message appears, your sync schedule will be changed to "Manually" (no automatic sync) because ActiveSync was unable to verify your Exchange Server login info. Fix this info:
- Press Start and select Programs. Then select ActiveSync.
- Press Menu and select Configure Server.
- Enter the correct information on each screen: server address, SSL requirement, user name, password, domain, and data types to sync. If you don't have this information, contact your IT Helpdesk.
- Try to sync again. If it works, you can change your settings back to scheduled synchronization.
|
|
| 0x85010005
The server that ActiveSync queried returned a 404 error. Usually, this means that the server is not a valid Exchange front-end (which is usually due to entering the wrong server address).
|
| Confirm that the server address and other Exchange server information is correct:
- Press Start and select Programs.
- Select ActiveSync.
- Press Menu and select Configure Server.
- On the next three screens, confirm the Server Address; your User Name, Password and Domain; and select the data you want to sync.
- Press OK
 and sync.
|
|
| 0x85010008
The proxy server you have specified is incompatible with your device. Specify the correct proxy server in your connection configuration.
|
| After this message appears, your sync schedule will be changed to "Manually" (no automatic sync) because ActiveSync was unable to verify your Exchange Server login info. Fix this info:
- Press Start and select Settings.
- Select the Connections tab and then select Connections.
- On the Tasks tab, select "Set up my proxy server."
- Check these two boxes: "This network connects to the Internet" and "This network uses a proxy server to connect to the Internet."
- Enter the Proxy server name. Then select Advanced, and enter the correct proxy settings. If you don't have this information, contact your IT Helpdesk.
|
|
| 0x85010009
The server could not be reached. This can be caused by temporary network conditions.
|
| Due to poor network conditions, synchronization with the Exchange Server could not be completed. This condition is generally temporary. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x85010014
ActiveSync encountered a problem on the server.
|
| A wide range of issues could cause this error. See Knowledge Library article 41810 for complete troubleshooting.
|
|
| 0x85010015
ActiveSync encountered network problems or an internal server error while synchronizing.
|
| This type of error is often returned when the Exchange Server runs out of memory. This condition is generally temporary. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x85010016
ActiveSync encountered network problems or an internal server error while synchronizing.
|
| An error occurred on the network, preventing synchronization. This condition is generally temporary. Try to sync again later.
|
|
| 0x85010017
ActiveSync encountered a problem on the server.
|
| This message is often returned when Exchange Server is overloaded. This condition is generally temporary. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x85010018
ActiveSync encountered a problem on the server.
|
| This error is usually due to temporary network conditions that prevent synchronization. Try to sync again later.
|
|
| 0x85010019
ActiveSync encountered network problems or an internal server error while synchronizing.
|
| The Exchange Server has reported an Internet error. This condition is generally temporary. Try to sync again later.
|
|
| 0x85020002
The server could not be reached. This can be caused by temporary network conditions.
|
| The connection to Exchange Server was lost. This condition is generally temporary. Try to sync again later.
|
|
| 0x85020003
The server could not be reached. This can be caused by temporary network conditions.
|
| The connection to Exchange Server was lost. This condition is generally temporary. Try to sync again later.
|
|
| 0x85020004
Synchronization interrupted.
|
| The connection was ended by the user. Re-establish the connection and try to sync again.
|
|
| 0x85020006
Cannot connect with current connection settings. To change your connection setting, tap Settings.
|
| This is typically caused by not having a valid network or modem connection set up. Check your connection settings and try to sync again:
- Press Start and select Settings.
- On the Connections tab, select Connections.
- Edit the settings for your existing connections as needed. You will need to get information about specific settings either from your mobile service provider (for "My ISP") or from your organization's IT Helpdesk (for "My Work Network").
|
|
| 0x85020007
The server could not be reached. This can be caused by temporary network conditions.
|
| Due to poor network conditions, synchronization with the Exchange Server could not be completed. This condition is generally temporary. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x85020008
Unable to connect. Voice call is in progress.
|
| You cannot make voice calls and synchronize your smartphone at the same time. If you make or receive a call while synchronizing, the connection will stop temporarily. The connection is normally resumed upon completion of the call.
|
|
| 0x85020009
The server could not be reached. This can be caused by temporary network conditions.
|
| Due to poor network conditions, synchronization with the Exchange Server could not be completed. This condition is generally temporary. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x8502000A
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
| 0x8502000B
Cannot connect with current connection settings. To change your connection setting, tap Settings.
|
| This is typically caused by not having a valid network or modem connection set up. Check your connection settings and try to sync again:
- Press Start and select Settings.
- On the Connections tab, select Connections.
- Edit the settings for your existing connections as needed. You will need to get information about specific settings either from your mobile service provider (for "My ISP") or from your organization's IT Helpdesk (for "My Work Network").
|
|
| 0x8502000C
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
| 0x8502000D
Synchronization interrupted.
|
| The connection attempt was abruptly ended. Try to sync again.
|
|
| 0x8502000E
The device attempted to synchronize when the phone was off.
|
| Before you try to sync, confirm that the phone is not in Flight Mode, and that the network signal is strong enough:
- Go to the Today
 screen.
- At the top of the screen, look at the Network Status icon. Do you have adequate coverage?
- If you see an "x" on the Network Status icon, tap on it. Select "Turn off flight mode."
|
|
| 0x85030000
You are roaming, and you have chosen not to use your schedule settings while roaming.
|
| You can set your smartphone to not synchronize automatically when you are roaming, in order to avoid possible roaming charges. If you normally perform scheduled synchronizations, this message will appear when you are roaming and your smartphone tries to do a scheduled sync. If you wish, you can sync manually while roaming, but you may incur roaming charges; contact your mobile service provider about roaming charges.
|
|
| 0x85030019
ActiveSync was unable to synchronize because your wireless phone was off.
|
| The phone portion of your device is turned off. Turn the phone on and try to sync again: Go to the Today screen and tap the network icon at the top. Select "Turn off flight mode" to enable the wireless features of your device.
|
|
| 0x85030027
Exchange Server requires certificates to log on. Connect your device to your PC on the corporate network to obtain a certificate.
|
| In environments where security certificates are required, synchronization cannot be completed until the proper certificate is obtained. Contact your IT Helpdesk or server administrator to add the correct certificate to your smartphone. See Knowledge Library article 41731 for more about certificates.
|
|
| 0x85030028
Cannot obtain a valid certificate. To try again, please disconnect and reconnect your device to a PC on the corporate network. If this problem persists, please contact your administrator.
|
| In environments where security certificates are required, synchronization cannot be completed until the proper certificate is obtained. Contact your IT Helpdesk or server administrator to add the correct certificate to your smartphone. See Knowledge Library article 41731 for more about certificates.
|
|
| 0x80072ee1
The server could not be reached. This can be caused by temporary network conditions.
|
| As the message says, this condition is generally temporary. Try to sync again later.
|
|
| 0x80072ee2
The server could not be reached. This can be caused by temporary network conditions.
|
| As the message says, this condition is generally temporary. Try to sync again later.
|
|
| 0x80072ee4
The server could not be reached. This can be caused by temporary network conditions.
|
| Your organization's Exchange Server has reported an internal error. This condition is generally temporary. Try to sync again later.
|
|
| 0x80072ee5
Synchronization could not be completed. Verify that you have entered the correct server.
|
| Although this message appears to indicate an error caused by your ActiveSync settings, this is not the case. The issue can be caused by Exchange Server load conditions, and is generally temporary. Try to sync again later.
|
|
| 0x80072ee7
The server could not be reached. This can be caused by temporary network conditions.
|
| When you see this error, it means the Exchange Server name could not be resolved. Check that you have the correct Exchange Server name:
- Press Start and select Programs. Then select ActiveSync.
- Press Menu and select Configure Server.
- Enter the correct server address and proceed through the screens to complete setup. If you don't have this information, contact your IT Helpdesk.
- Try to sync again.
|
|
0x80072ee6
0x80072ee8
0x80072ee9
0x80072eea
0x80072eeb
0x80072eec
ActiveSync encountered a problem on your device.
|
| Don't worry, it's not something you did. This condition indicated by any of these errors is generally temporary. Try to sync again later.
|
|
| 0x80072eec
The server could not be reached. This can be caused by temporary network conditions.
|
| Your organization's Exchange Server is reporting an Internet error. This condition is generally temporary. Try to sync again later.
|
|
| 0x80072eed
Not available.
|
| The connection to Exchange Server could not be completed because the supplied user name is incorrect. Correct the user name, or verify that you have Exchange Server access:
- Press Start and select Programs. Then select ActiveSync.
- Press Menu and select Configure Server.
- Enter the correct information on each screen: server address, SSL requirement, user name, password, domain, and data types to sync. If you don't have this information, contact your IT Helpdesk.
- Try to sync again.
|
|
| 0x80072eee
Not available.
|
| The connection to Exchange Server could not be completed because the supplied password is incorrect. Correct the password and try again.
|
|
| 0x80072ef0
ActiveSync encountered a problem on your device.
|
| Don't worry, it's not something you did. This condition is generally temporary. Try to sync again later.
|
|
| 0x80072ef1
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
| 0x80072ef2
ActiveSync encountered a problem on your device.
|
| Don't worry, it's not something you did. This condition is generally temporary. Try to sync again later.
|
|
| 0x80072ef3
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
| 0x80072ef4
The server could not be reached. This can be caused by temporary network conditions.
|
| Your organization's Exchange Server is reporting a proxy server error. Check your proxy server settings:
- Press Start and select Settings.
- Select the Connections tab and then select Connections.
- On the Tasks tab, select "Set up my proxy server."
- Check these two boxes: "This network connects to the Internet" and "This network uses a proxy server to connect to the Internet."
- Enter the Proxy server name. Then select Advanced, and enter the correct proxy settings. If you don't have this information, contact your IT Helpdesk.
- Try to sync again.
|
|
0x80072ef5
0x80072ef6
0x80072ef8
0x80072ef9
0x80072efb
|
| Don't worry, it's not something you did. The conditions that cause any of these errors are generally temporary. Try to sync again later.
|
|
| 0x80072ef7
The server could not be reached. This can be caused by temporary network conditions.
|
| This error indicates that direct network access is not available at this time. The condition is generally temporary. Try to sync again later.
|
|
| 0x80072efa
The server could not be reached. This can be caused by temporary network conditions.
|
| Synchronization could not be completed, probably due to network traffic. This condition is generally temporary. Try to sync again later.
|
|
| 0x80072efc
Synchronization could not be completed. Verify that you have entered the correct server.
|
| Although this message implies that you have entered incorrect server information, usually this is not the case. Rather, the error can be caused by your organization's Exchange Server load conditions. The conditions are generally temporary. Try to sync again later. If the issue persists, contact your IT Helpdesk or server administrator.
|
|
| 0x80072efd
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
0x80072efe
0x80072eff
The server could not be reached. This can be caused by temporary network conditions.
|
| The connection to your organization's Exchange Server was lost. This condition is generally temporary. Try to sync again later.
|
|
| 0x80072f00
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
| 0x80072f01
Synchronization could not be completed. Verify that you have entered the correct server.
|
| Although this message implies that you have entered incorrect server information, usually this is not the case. Rather, there are temporary conditions on the network or the server that are causing this error. Try to sync again later.
|
|
| 0x80072f04
The server could not be reached. This can be caused by temporary network conditions.
|
| This condition is generally temporary. Try to sync again later.
|
|
| 0x80072f05
The security certificate on the server has expired. Check that the date and time on your device are correct.
|
| The date on the certificate for the Secure Sockets Layer (SSL) connection does not match your device settings. This can mean one of three things:
- Your device date and time are incorrect. If you need to correct the time and date, press Start and select Settings. On the System tab, select Clock & Alarms. Make your changes here.
- The certificate is expired. If the certificate has expired, you may need to contact your organization's IT Helpdesk or Exchange Server administrator.
- If you sync on a schedule, sync has been changed from scheduled to manual.
|
|
| 0x80072f06
You have an incorrect SSL certificate common name in the Host Name field. For example, you may have entered www.server.com, when the common name on the certificate is actually a different URL. Make sure the server name is entered correctly.
|
| The Exchange Server name in your ActiveSync settings is different from the one required to establish a Secure Sockets Layer (SSL) connection. Correct the Exchange Server name:
- Press Start and select Programs. Then select ActiveSync.
- Press Menu and select Configure Server.
- Enter the correct information on each screen: server address, SSL requirement, user name, password, domain, and data types to sync. If you don't have this information, contact your IT Helpdesk.
- Try to sync again.
This error can also occur when your smartphone was previously set to sync on a schedule, and you recently change it to manual sync.
|
|
0x80072f07
0x80072f08
0x80072f09
0x80072f0a
0x80072f0b
Synchronization could not be completed. Try again later.
|
| This in an Internet error that is generally temporary. Try to sync again later.
|
|
| 0x80072f0d
The security certificate on the server is invalid. Contact your Exchange Server administrator or ISP to install a valid certificate on the server.
|
| This message can mean one of two things:
- If you sync on a schedule, sync has been changed from scheduled to manual.
- ActiveSync does not recognize the Certificate Authority that generated the server's certificate. Contact your IT Helpdesk or Exchange Server administrator for assistance.
|
|
0x80072F7A
0x80072F7C
ActiveSync encountered a problem on your device.
|
| Don't worry, it's not something you did. The conditions that cause any of these errors are generally temporary. Try to sync again later.
|
|
0x86000106
0x8600050D
A critical error has occurred. ActiveSync can recover from this error, but the next time you synchronize, you may lose changes made since your last successful synchronization.
|
| After you see this message, the next time you try to sync, you should succeed. Try not to make any changes on your smartphone until you can complete a successful ActiveSync operation, because these changes may be lost.
|
|
| 0x80004005
Synchronization could not be completed. If this condition persists, try deleting and then re-creating the device's sync relationships.
|
| This is a "per-item" error that occurs with a specific single record, such as a Calendar appointment or Contact. You'll need to delete the item before you can sync successfully. Unfortunately, the item is not identified in the error, so you may have difficulty finding the item causing the problem. In most cases, establishing a new ActiveSync relationship with your desktop PC solves the problem without your having to dig up the item causing the issue. Here's how to create a new ActiveSync relationship:
- Connect your smartphone to the sync cable.
- On your desktop PC, open ActiveSync.
- Disconnect your smartphone but keep the ActiveSync window open.
- From the File menu, select Delete Mobile Device. When asked, confirm. When asked if you would like to delete the Synchronized Files folder, say Yes.
- Re-connect your smartphone. ActiveSync will take you through a series of steps to set up a new relationship with your desktop PC.
|
|
| 0X80070008
Out of memory
|
| This can happen when you have set up ActiveSync to sync automatically over frequent intervals, and then you attempt to perform a manual sync. It occurs because the device thinks it is out of memory. Try these steps:
- Perform a soft reset. Then attempt to sync.
- If that didn't work, check available memory: Press Start and select Settings. On the System tab, select Memory. If the amount of Free memory is very small, you may need to delete add-on applications or purge old photos, videos or other large files to free up more space on your device.
|
|
