Exchange ActiveSync™ 17

Troubleshooting
If you get any errors or problems related to Exchange
ActiveSync, check the suggestions below for
troubleshooting.

Synchronization errors

If you have synchronization problems, or general
problems with the Exchange ActiveSync application,
perform the following actions.

Check the log

You can find information about errors in the log:
• Check the log in Tools > Exchange ActiveSync >
ActiveSync menu > View log. Often, the root error
is not the last entry. Scroll upwards to see more
entries.
• For a more detailed log, enable Verbose Logging,
see Changing Exchange ActiveSync™ settings on
page 8. Try to re-create the error, and check the
logged error messages.

Restart the phone or reset data

In rare cases you may get a “Program Closed” message
from Exchange ActiveSync, indicating that a specific
application has closed down due to errors. If you cannot
start the application again, try the following suggestions:
• Turn your phone off, then turn it back on.
• Remove and reinsert the battery.
If the problem persists, and you are sure that it is related
to the Exchange ActiveSync client, it is recommended to
reset all the data from the advanced settings in Tools >
Exchange ActiveSync > ActiveSync menu > Settings >
Adv tab.

Connection errors

Verify the following:
• If you cannot connect, verify that a data connection
is available, and that you can access Internet on your
phone.
• Check that flight mode is not accidentally enabled.
If you are using the phone during a push or scheduled
synchronization, the synchronization will be skipped
and attempted again later. The message Lost connection
is diplayed. Try to synchronize again, or wait a few
minutes.