36.8 Troubleshooting
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## 36.8 Troubleshooting

### Problems with synchronization of a single folder on Windows Mobile

Problem description

  User's attempts to synchronize a subscribed folder fail.

Solution

  In ActiveSync configuration, perform these settings:

  1. In ActiveSync configuration, remove the folder from the list of synchronized folders.

     Figure 36.5. Removing a damaged folder from the list of synchronized folders

  2. Use so called “soft reset” to reboot the device.

  3. Synchronize the device with the server (without the damaged folder).

  4. If the synchronization has been completed successfully, add the folder to the list and repeat the synchronization.

  5. If even now the synchronization is not successful, please contact Kerio Technologies technical support.

### Problems with synchronization of all folders on Windows Mobile

Problem description

  User's synchronization of folders subscribed for synchronization fail.

Solution

  In ActiveSync configuration, perform these settings:

  1. In ActiveSync configuration, remove (uncheck) all folders from the list of synchronized folders (see figure 36.6 Removing all folders from the list of synchronized folders) and save settings.

     Figure 36.6. Removing all folders from the list of synchronized folders

  2. Use so called “soft reset” to reboot the device.

  3. Add the removed folders to the list again and repeat the synchronization.

  4. If even now the synchronization is not successful, please contact Kerio Technologies technical support.

  ### Note

  Besides this method, it is also possible to remove the entire account in ActiveSync and configure it again upon the next restart of the devices. Synchronized data will be removed from the device. When a new account is created this data is usually correct.

### Connection of the device to the server fails

Various solutions can be applied. Above all, it is necessary to check if the following conditions are met:

- It is necessary that Internet connection is set properly on the device so that the device can connect to Kerio MailServer.

- In ActiveSync configuration, check that the appropriate login data is used.

- in Kerio MailServer, the HTTP(S) service must be enabled on standard ports (most devices do not support setting of non-standard ports for traffic).

- If the device uses for communication an SSL-secured protocol, it is necessary to check whether a valid SSL certificate is used (see section 36.4 SSL encryption).

- If the user connects to the server from the Internet, it is necessary to check that standard ports of the HTTP(S) protocol are enabled at the firewall.

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36.7 Synchronization logs | Contents | Chapter 37 Support for BlackBerry devices