Microsoft KB Archive/912241

= You may receive error 85010014 when you try to synchronize a Windows Mobile-based device with a computer by using ActiveSync 4.1 or ActiveSync 4.0 =

Article ID: 912241

Article Last Modified on 6/23/2006

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APPLIES TO


 * Microsoft ActiveSync 4.1
 * Microsoft ActiveSync 4.0

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Beta Information
This article discusses a Beta release of a Microsoft product. The information in this article is provided as-is and is subject to change without notice.

No formal product support is available from Microsoft for this Beta product. For information about how to obtain support for a Beta release, see the documentation that is included with the Beta product files, or check the Web location where you downloaded the release.



SYMPTOMS
When you use Microsoft ActiveSync 4.1 or ActiveSync 4.0 to try to synchronize a Microsoft Windows Mobile 5.0-based device with a computer, you may receive an error message that resembles the following:

ActiveSync encountered an error with the desktop.

Support code: 85010014

Note You may also receive this error message when you synchronize the device with Microsoft Exchange Server. This is a typical issue with Exchange Server. If you experience this problem with Exchange Server, see the IT administrator for help. The information in this article does not apply to synchronization with Exchange Server.



CAUSE
This problem occurs when any one of the following conditions is true:
 * Microsoft Outlook is in offline mode.
 * The application data folder is redirected.
 * ActiveSync is incorrectly registered to Outlook.
 * The Outlook script is blocked by antivirus software.



RESOLUTION
To resolve this problem, use the following methods in this order. You may have to use more than one method to resolve this problem.

Method 1: Verify that you are running the latest version of ActiveSync
To verify that you are running the latest version of ActiveSync on the desktop computer, click About Microsoft ActiveSync on the Help menu in Microsoft ActiveSync. The version of ActiveSync is listed in the top line of the About Microsoft ActiveSync dialog box.

If you are not running the latest version of ActiveSync, visit the following Microsoft Web site to download the latest version:

http://www.microsoft.com/windowsmobile/activesync/default.mspx

Method 2: Verify that you are running a supported version of Outlook
Verify that you are running Microsoft Office Outlook 2003, Microsoft Outlook 2002, or Outlook 2000. Additionally, verify that Outlook is backed by a local .pst file or by a computer that is running Microsoft Exchange Server.

Note Third-party Outlook connectors are not supported. Customer feedback indicates that MSN and Hotmail work well but that Lotus Notes does not.

If you have successfully synchronized your device with the desktop computer by using this partnership, go to &quot;Method 5: Make sure that Outlook is functioning correctly, and then set up a new partnership.&quot;

Method 3: Look for errors in the .pst file
If you are using Outlook, and if Outlook is backed by a local .pst file, look for errors in the .pst file. Although the problem that is described in this article may cause a variety of errors, the main error is the &quot;PST Error 1: FillEid&quot; error. To resolve this error, follow the troubleshooting steps in method 4.

Method 4: Create a new .pst file, and then set up a new partnership
If you receive the &quot;PST Error 1: FillEid&quot; error, follow these steps:  Open the Wceslog.log file in Notepad. To do this, follow these steps:  On the desktop computer, click Start, click Run, type Notepad, and then click OK. Click File, and then click Open. In the Files of type list, click All Files. In the File name box, type %temp%, and then press ENTER. The contents of the current user's Temp folder appear in the Open dialog box. In the File name box, type Wceslog.log, and then click Open.</li></ol> </li> In Notepad, click Edit, and then click Find.</li> In the Find what box, type FillEid. <ul> Make sure that the Match case check box is not selected.</li> Make sure that the Down option in the Direction area is selected.</li></ul> </li> Click Find Next. If you do not find anything, you may want to try searching again by using the Up option in the Direction area. If you do find something, you probably have errors in the Outlook .pst file. In this case, you may find an error message that resembles the following in the Wceslog.log file:

12/07/2005 23:43:43.546 p(2456) t(2780) TraceToFile -> ERROR in CMetaHelper::FillEid : hr = 0x8007007a - mhelp.cpp(3554)

</li> Remove the Windows Mobile-based device from the cradle, and then close ActiveSync.</li> Create a new .pst file, and then copy the contents of the old .pst file to the new file. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Click File, and then click Import and Export.</li> Click Export to a file, and then click Next.</li> Click Personal Folder File (.pst), and then click Next.</li> Select the mailbox that you want to copy, click to select the Include subfolders check box, and then click Next.</li> Enter a name and location for the new .pst file, and then click Finish.</li></ol> </li> Delete the existing partnership with the desktop computer. To do this, click File in ActiveSync, and then click Delete Partnership.</li> Open Outlook by using the new .pst file.</li> Open ActiveSync.</li> <li>Put the device in the cradle, and then set up a new partnership.</li></ol>

Synchronization should now succeed.

Method 5: Make sure that Outlook is functioning correctly, and then set up a new partnership
If you have previously synchronized the device with the desktop computer by using the current partnership, but the synchronization has unexpectedly stopped working, follow these steps: <ol> <li>Make sure that Outlook is functioning correctly. To do this, open Outlook, and then click the following folders to verify that data populates the data pane: <ul> <li>Mail</li> <li>Contacts</li> <li>Calendar</li> <li>Tasks</li></ul> </li> <li>Re-create the partnership. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Remove the device from the cradle, and then close ActiveSync.</li> <li>Delete the existing ActiveSync partnership with the computer.</li> <li>Put the device in the cradle, and then set up a new partnership.</li></ol> </li></ol>

Synchronization should now succeed.

Method 6: Detect and repair any issues in Outlook and in Outlook data files
Detect and repair any issues in Outlook and in Outlook data files. To do this, follow these steps:
 * 1) In Outlook, click Help, and then click Detect and Repair.
 * 2) Use the default settings. Click Start.
 * 3) When the process has finished, click Sync in ActiveSync.

If synchronization is still unsuccessful, you are probably experiencing an issue that is specific to the computer or to your Outlook configuration.

<div class="status_section">

STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section.

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MORE INFORMATION
The 85010014 error represents an HTTP 500 (Internal Error) error that is returned by the Desktop AirSync Engine. This engine is used to synchronize Contacts, Calendar, Tasks, and Mail between Windows Mobile 5.0-based devices and ActiveSync 4.1. As is typical with an HTTP server, the 500 error code is used to represent errors that are not easily classified. Therefore, any one of many conditions on your computer may cause this error. Additionally, you may be experiencing more than one of the conditions that cause this error. In this case, multiple resolutions may be necessary. The best way to troubleshoot this error is to examine the Wceslog.log file to determine where ActiveSync is failing.

Note Earlier versions of ActiveSync may contain more than one condition that may cause this problem. If you experience this problem, make sure that you are using the latest version of ActiveSync.

The following errors are related to the 85010014 error. These errors can be resolved by installing Microsoft ActiveSync 4.2 Beta Preview.
 * Synchronization fails when the Outlook script is blocked by antivirus software.

Virus writers have used scripting technologies, such as JavaScript and VBScript, to infect computers. Antivirus software vendors provide technologies, such as script blocking, to help protect you from malicious scripts. Script blocking against Outlook will prevent ActiveSync from accessing Outlook's object model by blocking all ActiveSync calls to Outlook. Only users who are performing synchronization between a Windows Mobile-based device and a computer will experience this behavior.
 * Synchronization fails when Outlook is in offline mode.

When Outlook is disconnected, folder synchronization fails with an HTTP 500 error on the first synchronization try. The HTTP 500 error occurs because ActiveSync cannot open the Server Failures folder.
 * Synchronization fails when ActiveSync is incorrectly registered to Outlook.

This problem generally occurs when Outlook is not the primary e-mail client. In this case, ActiveSync may be incorrectly registered to Outlook.
 * Synchronization fails when Outlook is not installed.

The third-party products that this article discusses 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: ActiveSync

Keywords: kberrmsg kbfix kbbug kbtshoot kbprb KB912241

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