Response from HTC Tech Support about the WM 6.1 ActiveSync problem

Posted by Kathleen Anderson [MVP - Front on May 16, 2009, 9:28 am

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Rather than post in all the threads where this has been discussed, I thought
I would start a new thread. I received the following from HTC Tech Support
and have their permission to post it here. I have not tried this myself.

Thank you for your inquiry about the Sprint Mogul. I understand how
frustrating it is that you cannot maintain a sync relationship between two
computers. You have already found out how Microsoft resolved this issue
within certain software builds of Windows Mobile 6.1. The software build of
Windows Mobile that is required to bypass this problem is known as AKU
version 1.2.6 or higher. With each new update or phone release, HTC uses the
latest build of Windows Mobile from Microsoft. That is why it would require
a ROM update to update your phone with the latest versions of Windows Mobile
to avoid the sync error that you have received. I do not know of any plans
from Sprint to order a ROM update for the Mogul, it is at their discretion
to do so.

Since I cannot advise you of any software fix, I was able to find one series
of steps available online that appears to have worked for some people. I
have not been able to replicate the problem or test these steps, so I cannot
guarantee if these will work. These steps are not verified to work, although
I have added comments to explain the risks and precautions that I would use
in these steps. If this does work for you, then I would like to know if
this has resolved the issue you have synchronizing to both computers. You
must successfully back up the information on your phone to one of the PC's
before doing these steps. Please read all steps before starting, as there is
a risk of losing your personal data if this is not performed correctly.

*Steps taken from others users on Internet forums

1. Backup PIM (Contacts/Calendar) in both Desktop & Laptop. The PIM data is
the Outlook PST file. This file contains your personal data from Outlook. On
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location, like your PC Desktop. Rename the file as 'OutlookBackup.pst' This
will be your backup of your personal information, so make sure that you know
where this file is located, and is kept safe.

2. Delete all PIM entries (Contacts/Calendar) in both Desktop & Laptop.
This means to remove all of your personal information in Outlook.

3. UNTICK Contacts/Calendar Sync Option in Pocket PC. (this will clear all
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screen. This will remove all of your Contacts, Appointments, Tasks, and sync
Emails from your phone.

4. Sync both Desktop and Laptop, ensuring that ActiveSync is achieved
between Desktop & Laptop & Pocket PC WITH NO DATA. ActiveSync a few times
with Desktop & Laptop WITH NO DATA. Remember, you have deleted your personal
information from Outlook and the phone, so this only establishes a sync
partnership with blank information fields.

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Folders, check "Include Subfolders" and "Import items into the same folder
in: Personal Folders"

6. Sync Desktop to Pocket PC. Make sure that you selected the options to
sync your personal information again. Use the PC sync software to make sure
the options for Contacts and Calendar, etc, are selected for the sync.

7. Sync Pocket PC to Laptop.

8. Sync Pocket PC to Desktop.

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Folders, check "Include Subfolders" and "Import items into the same folder
in: Personal Folders"

10. Sync Pocket PC to Laptop

11. Sync Pocket PC to Desktop

12. Sync Pocket PC to Laptop

If you end up with duplicate data due to the import process, then I
recommend deleting the duplicates on one PC, then synchronizing the phone to
automatically remove the duplicates from the phone and other PC.

I hope we have answered your question in detail. Feel free to contact us
again if you have any further questions.

HTC Technical Support

http://www.america.htc.com

http://www.htcwiki.com

--

~ Kathleen Anderson
Microsoft MVP - FrontPage
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Response from HTC Tech Support about the WM 6.1 ActiveSync problem - Support Code 86000107