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What does the Troubleshooter for ActiveSync do?

The Troubleshooter for ActiveSync scans your computer and device to identify problems and offers information and corrective actions to solve them. It identifies and helps resolve known issues with Outlook and connectivity and provides a means to forward information on that condition to Microsoft for investigation.

This version of the troubleshooting tool helps you identify problems that may prevent your devices from connecting to and communicating with a computer when using a USB cable.

Before using the Troubleshooter for ActiveSync, make sure that:

  • The computer is running a version of Windows supported by ActiveSync 4.5 (Windows 2000 SP4 or Windows XP SP1 or later).
  • The Windows Mobile powered device is connected to the computer using the USB cable that came with the device.
  • You have started ActiveSync 4.5.
  • You have checked the device display for any messages and responded to them.
The troubleshooter checks whether:
  • The versions of Windows, Outlook, and Internet Explorer on the computer are compatible with ActiveSync.
  • The ActiveSync version on the computer is compatible with running the troubleshooter.
  • The Windows Mobile powered device has a working USB connection.
  • The device has an IP address assigned to it so that ActiveSync can locate it. The Windows DHCP (Dynamic Host Configuration Protocol) Client service must assign an IP address to the device for device communication, so ActiveSync checks to see that the service can be detected.
  • Device communication is being misrouted because of the presence of a virtual private network (VPN) client on the computer.
  • A commercial firewall has been detected on the computer. Many firewalls interfere with device communication, but usually simple changes can fix the condition. The communication port on the computer (port 990) is working properly.
  • The communication port on the computer (port 990) is working properly.
If the Troubleshooter for ActiveSync detects one or more of these conditions, it will provide a link to up-to-date information and instructions on the Internet that you can use to solve your connection problems.
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ActiveSync Troubleshooter