Microsoft KB Archive/299830

= ENT2001: Troubleshooting Entourage Conduit HotSync Error Messages =

Article ID: 299830

Article Last Modified on 1/31/2007

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APPLIES TO


 * Microsoft Entourage 2001 for Mac Special Edition

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This article was previously published under Q299830



SYMPTOMS
When you attempt to synchronize a Palm handheld device by using Entourage, the following error messages may appear:

Sync could not be completed

Application out of memory, try allocating more memory to conduit manager, and syncing again

Error 16406

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No Matching Identity was found



RESOLUTION
To resolve this behavior, use the following methods in the order in which they are presented. Test the synchronization operation after you complete each method.
 * Matching Identities - Make sure that the identities on the handheld device match the identities in Entourage.
 * HotSync Software Version - Make sure that the proper version of the Palm HotSync Manager software is loaded.
 * Secure Cable Connection - Check for secure and proper connection of the HotSync cradle cabling.
 * Entourage Database Rebuild - Perform rebuilds of the database in Entourage as necessary.
 * Memory Allocation - Allocate more memory to both Conduit Manager and Entourage.
 * HotSync Transfer Rate - Use a slower transfer rate to perform the HotSync operation.



Matching Identities in Entourage and on Palm Handheld Devices
Both the Palm handheld device and Entourage can use different identities so that individual users can maintain information in separate data collections. When Palm synchronization is set up, you must make sure that the identity names that are created on the Palm and in Entourage are exactly the same.

HotSync Software Version
The conduits that Entourage uses to synchronize data with the Palm handheld device are designed to use version 2.6.1 of the Palm Desktop software. HotSync Manager is included with this software package. If the software that comes with your Palm handheld device is not this version, contact the vendor for the updated version.

Secure Cable Connection
Inspect the cable that connects the HotSync cradle interface between the Palm handheld device and the Macintosh computer. Make sure that the Palm handheld device is resting securely in the cradle and is making firm connection with the pins in that part of the interface.

Entourage Database Rebuild
Synchronization errors can occur if data in the Entourage database is not properly associated. To correct this condition, you should perform a Typical rebuild of the database. In some cases, it may be necessary to perform an Advanced rebuild.

For additional information about rebuilding Entourage databases, click the article number below to view the article in the Microsoft Knowledge Base:

268322 ENT2001: How to Rebuild Your Identity Database in Entourage

Memory Allocation
Increase the memory allocation to the Conduit Manager to approximately double its default value. The Conduit Manager comes with the Palm Desktop software that is supplied with Palm handheld devices. To increase the memory allocation to the Conduit Manager:
 * 1) In the Macintosh Finder, locate and then double-click the Palm folder on your Macintosh computer.
 * 2) Locate and then single-click the Conduit Manager.
 * 3) On the File menu, click Get Info and then click Memory.
 * 4) In the Preferred Size box, type 6000K and then click the Close box.

You can also use these steps to increase the memory allocation to the Entourage program if an increase is necessary.

HotSync Transfer Rate
Typical speeds for Palm handheld devices that use Universal Serial Bus (USB) interfaces are 19,200 bits per second or higher. Large databases may not be able to synchronize adequately at this high speed. The SlowSync option sets a much lower communication speed. To perform a SlowSync, press the HotSync button on the Palm cradle, and then hold down the SHIFT key throughout the synchronization process.

Additional Palm Synchronization Resources
For more information about setting up the Entourage conduits, refer to the information at the following Microsoft Web site:

http://www.microsoft.com/mac/otherproducts/office2001/using.aspx?pid=usingoffice2001&type=howto&article=/mac/products/office/2001/entourage/Palm/Synchronizing .xml

For additional information about performing a HotSync, click the article number below to view the article in the Microsoft Knowledge Base:

271636 How to Use Palm Synchronization Software with Entourage

If you think there might be a problem with the Palm handheld device, contact the vending manufacturer.

For information about how to contact Palm or other vendors of Palm OS-based handheld device, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Additional query words: handspring macintosh mac ent entourage 2001 error update sync alert palm memory oom out 16406 cable software hardware database allocate transfer err msg attempt ID message link ent2001 sink synk hang stop

Keywords: kb3rdparty kbinterop kbprb KB299830

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