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XTNDConnect PC Error Messages FAQ


    PIM Error Section

  1. Lotus Notes users experience the following error “the specified module could not be found" when configuring the Translator in XTNDConnect PC 6.1. User may also experience errors when configurating data sources or no data is being synced.
    • This error happens when XCPC fails to find the Lotus Notes installation path. You can download a patch that will resolve this problem from the link below. Click here to download the 6.1 patch.
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  3. When syncing with Outlook no data transfer occurs or you receive an error with unreadable characters when trying to configure the data sources or mapping sections.
    • This problem occurs when the Outlook file cdo.dll is not installed. The CDO file is an Outlook file that we use to communicate with Outlook.

      For Outlook 2003 and earlier versions of Outlook follow these instructions to install cdo.dll:
      1. Go into add/remove programs and click on Microsoft Outlook or Microsoft Office.
      2. Click on Change and choose Add or Remove Features and click Next.
      3. Click on the plus sign next to Microsoft Office Outlook.
      4. Go to Collaboration Data Object (it might have a red X next to it) and click on the down arrow.
      5. Choose to run all from my computer and click on update.
      6. If this is file is not cached as part of the original install package it might prompt you for the office CD. If this does happen the CD will be required to install.
      For Outlook 2007 users version 6.5 does not require the cdo.dll. Please contact support if you are experiencing errors with version 6.5. Outlook 2007 users who are using version 6.1 or 6.0 must download the cdo.dll package from Microsoft at the link below:

      http://www.microsoft.com/downloads/details.aspx?FamilyID=2714320d-c997-4de1-986f-24f081725d36&DisplayLang=en
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  5. I receive a message that my CDO is out of date when syncing with Outlook.
    • This is caused by various iterations of the CDO interface DLL used by Outlook. For full support, we require a newer version than was detected on your machine. Contact Technical Support via email and mention that you are receiving the "CDO Out-of-Date" message. We will send you the new file and instructions.
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  7. During Synchronization I am receiving a “GoToRecord Error”.
    • Follow these instructions to send a level 3 debug data log to Technical Support.
      1. Open XTNDConnect PC, click the Settings button and the Logging tab. Set the Log Level to 3 - Debug Data Log. Click Apply and Ok. This will return you to the main XTNDConnect PC screen.
      2. Click File > Exit to close XTNDConnect PC.
      3. Now open XTNDConnect PC again – this will apply the Log Level change.
      4. Start a synchronization.
      5. Once the Error message occurs, take another screenshot (ALT+PRINT SCRN) and paste (CTRL+V) it into a Word document, PDF or image file for email.
      6. Click OK on the error message and close XCPC completely, then browse to “C:\Documents and Settings\\Application Data\XCPCSync.OEM\iAnywhere.101.101\Log” on your computer and collect the files (should be 3 or more “html” files) and send them to us along with the screenshot file(s). (If you do not see the Application Data folder click on Tools / Folder Options and click on the View tab. Then check the option to show hidden files and folders.)
      Notes:
      • You can reduce the size of screenshot BMP files by opening the files in Microsoft Paint, click File > Save As and set the Save As Type to JPEG (JPG) and save. Send us the JPG version, which will be much smaller for email.
      • If log files are large, they can be Zipped to compress them into smaller files for email.
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  9. During synchronization I am receiving an “Unknown Error”.
    • Follow these instructions to send a level 3 debug data log to Technical Support.
      1. Open XTNDConnect PC, click the Settings button and the Logging tab. Set the Log Level to 3 - Debug Data Log. Click Apply and Ok. This will return you to the main XTNDConnect PC screen.
      2. Click File > Exit to close XTNDConnect PC.
      3. Now open XTNDConnect PC again – this will apply the Log Level change.
      4. Start a synchronization.
      5. Once the Error message occurs, take another screenshot (ALT+PRINT SCRN) and paste (CTRL+V) it into a Word document, PDF or image file for email.
      6. Click OK on the error message and close XCPC completely, then browse to “C:\Documents and Settings\USERNAME\Application Data\XCPCSync.OEM\iAnywhere.101.101\Log” on your computer and collect the files (should be 3 or more “html” files) and send them to us along with the screenshot file(s). (If you do not see the Application Data folder click on Tools / Folder Options and click on the View tab. Then check the option to show hidden files and folders.)
      Notes:
      • You can reduce the size of screenshot BMP files by opening the files in Microsoft Paint, click File > Save As and set the Save As Type to JPEG (JPG) and save. Send us the JPG version, which will be much smaller for email.
      • If log files are large, they can be Zipped to compress them into smaller files for email.
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    Device Error Section

  11. When I synchronize the first time, XTND tries to install a CAB file onto my device. I select to install on the device (not on a removable memory card), and after the CAB is installed I get the error:

    (on PC) “Unable to connect to device. Verify ActiveSync is running.”

    (on Device) “Error: Unable to launch \Windows\101\XCPCSyncSvr.exe : Error 2”

    (on Device) “Installation was unsuccessful. The program or setting cannot be installed because it does not have sufficient system permissions.”
    • This issue is being reported with certain models of HTC-built Windows Mobile 5.0/6.0 Smartphones. It is caused by a certain type of security these devices have, which prevents the XTNDConnect PC CAB file from being installed properly on the device. We have a workaround utility with step-by-step instructions.

      You can download a zip file containing the utility and instructions from our FTP site:
      Click here to download the Security Manager Utility

      If you are still unable to install the XCPC CAB file onto your Windows Mobile 5.0/6.0 Smartphone it may be necessary to follow the manual unlock instructions from the link below.
      Click here to download the Regedit Workaround
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  13. When trying to synchronize, I get the message: "Unable to connect to device. Verify that ActiveSync is running."
    • If you have a Windows Mobile 5.0/6.0 Smartphone, try the above security workaround first before continuing.

      For both Windows Mobile Pocket PC and Smartphone devices, ActiveSync is installed on both the device and the PC and it is the key to communication. There are a number of reasons ActiveSync can cause XCPC to fail. These are the most common ways. Please verify and test each scenario before contacting Technical Support for help with the last option.
      1. Make sure you have at least ActiveSync 4.5 installed. For Windows Vista users you must have the Windows Mobile Device Center downloaded and installed.
      2. The XCPC CAB file was installed to removable storage, rather than default internal storage (this can also manifest itself as a repeating prompt to reinstall XCPC's CAB file onto the device). Use the Remove Programs tool on your device to remove XTNDConnect PC, then re-run a sync and select "default" location to put the file in default internal device memory.
      3. A Firewall or Intrusion Detection utility is blocking critical ActiveSync communication components, such as RAPI (this can also manifest itself as a repeating prompt to reinstall XCPC's CAB file onto the device). Temporarily disable all security/firewall tools on the PC, including Windows Firewall (in XP), Norton, McAfee, ZoneAlarm, etc. While disabled, run a test sync. If XCPC can sync, you know you have to configure your security/firewall tools to allow proper communication.
      4. Too many Applications are running on the Windows Mobile device - this prevents the XCPC application from starting on the device. Windows Mobile devices have a limit of around 10 or 12 active Applications. Windows Mobile 5.0/6.0 devices have built-in tools to allow you to see running programs or active tasks; older devices do not have this. If you suspect this might be the issue, close all running applications. You can also remove some or all of your other 3rd party applications from the device, except XCPC. Then power off and on the device to restart the XCPC application, then try a sync with the PC.
      5. ActiveSync misidentifies your device, which causes XCPC to install the wrong CAB file onto the device. For instance, you may have a Windows Mobile 5.0 device that ActiveSync identifies to XCPC as Windows Mobile 2003. This will cause a failure of communication between the PC and device when trying to sync. This can also manifest itself as a repeating prompt to reinstall XCPC's CAB file onto the device. This is a very rare circumstance, but we do have methods of detecting this issue and resolving it. Contact Technical Support if you have worked through the steps above first and still receive the communication error.
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  15. You receive the error “Requested database, record, resource, etc. not found. Run all the applications (Address Book, Date Book, ToDo and e-mail) at least once on the device and try again. If the database uses Versa Mail or another non-compliant e-mail application, please uncheck the e-mail application.”
    • This has been reported with certain Palm Smartphones that have the wireless sync option from their carrier.

      Solution:
      1. On your smartphone, launch Wireless Sync.
      2. Press Menu.
      3. From the Setup menu, select Connection Settings.
      4. Check the box for enable other sync apps.
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