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.
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:
Go into add/remove programs and click on Microsoft Outlook or Microsoft Office.
Click on Change and choose Add or Remove Features and click Next.
Click on the plus sign next to Microsoft Office Outlook.
Go to Collaboration Data Object (it might have a red X next to it) and click on the down arrow.
Choose to run all from my computer and click on update.
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:
I receive a message that my CDO is out of date when syncing with Outlook.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 Contact Technical Support via email and mention that you are receiving the "CDO Out-of-Date" message.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.
During Synchronization I am receiving a “GoToRecord Error”.
Follow these instructions to send a level 3 debug data log to Technical Support.
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.
Click File > Exit to close XTNDConnect PC.
Now open XTNDConnect PC again – this will apply the Log Level change.
Start a synchronization.
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.
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.
During synchronization I am receiving an “Unknown Error”.
Follow these instructions to send a level 3 debug data log to Technical Support.
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.
Click File > Exit to close XTNDConnect PC.
Now open XTNDConnect PC again – this will apply the Log Level change.
Start a synchronization.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
