Intellisync stops responding during synchronization

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Intellisync stops responding during synchronization

Doc ID : KB00068
Last Modified : 2007-04-20
Document Type : Support


Environment

• BlackBerry® Desktop Manager
• BlackBerry device
• Intellisync®
• Microsoft® Exchange Server
• Microsoft Outlook®

Problem

Intellisync stops responding during BlackBerry device synchronization.

Cause

This issue may be caused by any of the following:

1. Microsoft Outlook is not set as the default email application.
2. Microsoft Outlook is not responding properly.
3. Third-party applications are causing communications (COM) port interference.
4. BlackBerry Desktop Manager cannot connect to the data store on the Microsoft Exchange Server.
5. The serial port speed may be too fast for data transmission.
6. There is connection interference between the BlackBerry device and your personal computer.
7. You are using a corrupt Messaging Application Programming Interface (MAPI) profile.
8. There is an issue with Microsoft Outlook.

Note: If the following resolutions do not resolve the problem, set up advanced logging for Intellisync and send a copy of the PtTrace.log and tif.log files to your service provider for analysis. For instructions, see KB01451.

Resolution

Complete the appropriate resolution for your cause.

Cause 1

Microsoft Outlook is not set as the default email application.

Resolution

To verify that Microsoft Outlook is set as the default email application, complete the following steps:

1. In the Control Panel, double-click Internet Options. The Internet Properties window appears.
2. Click the Programs tab.
3. Ensure that the Email field displays Microsoft Outlook.

Cause 2

Microsoft Outlook is not responding properly.

Resolution

Restart Microsoft Outlook in safe mode and try synchronizing data again.

Cause 3

Third-party applications are causing COM port interference.

Resolution

Close third-party applications that are using the same COM port as the BlackBerry device.

Cause 4

BlackBerry Desktop Manager cannot connect to the data store on the Microsoft Exchange Server.

Resolution

A system administrator must complete the following tasks:

1. Confirm that the BlackBerry device user’s mailbox is functioning properly on the Microsoft Exchange Server.
2. Confirm that the BlackBerry device user has sufficient connection to the network. Intellisync requires a fast connection to retrieve data from the Microsoft Exchange Server.

Cause 5

The serial port speed may be too fast for data transmission.

Resolution

Check that the serial port speed is set at an acceptable level.

1. Open BlackBerry Desktop Manager.
2. On the Options menu, click Connection Settings. The Connection Settings window appears.
3. If the Maximum Speed field displays 115200, the serial port speed is acceptable.

If the Maximum Speed field displays a value greater than 115200, the serial port speed is too fast for data transmission. In this case, complete the “How to modify the serial port speed” procedure.

How to modify the serial port speed

1. In the Connection Settings window, click the Maximum Speed drop-down list and select 115200.
2. Click OK.

Note: Depending on the type of connection, you may not be able to change this field.

OR

1. Close the Connection Speed window.
2. Open the Registry Editor.
3. Go to HKEY_CURRENT_USER>Software> Research In Motion>BlackBerry>Manager> Settings.
4. Right-click the DWORD value MaximumSerialPortSpeed and select Modify. The Edit DWORD Value window appears.
5. Change the value in the Value Data field to 0, then click OK.
6. Close the Registry Editor.

Cause 6

There is connection interference between the BlackBerry device and your personal computer.

Resolution

Troubleshoot the problem in the following sequence:

1. Reset the BlackBerry device by removing and re-inserting the battery.
2. Disable any synchronization software for other personal digital assistants (PDAs).
3. Disable the infrared port in the basic input/output system (BIOS), if applicable. Contact your system administrator for assistance.

Cause 7

The MAPI profile is corrupt.

Resolution

Create a new MAPI profile and set up BlackBerry Desktop Manager to use it.

1. Close BlackBerry Desktop Manager.
2. Create a new MAPI profile. For instructions, go to http://support.microsoft.com/ and search for Microsoft Knowledge Base article 195718.
3. When setting the MAPI properties, ensure that email messages are being delivered to your mailbox, and not a .pst file.
4. Note: Article 195718 contains links to articles that describe how to create a new MAPI for other versions of Microsoft Outlook.
5. Set up BlackBerry Desktop Manager to use the new MAPI profile. For instructions, see KB03650.

Cause 8

There is an issue with Microsoft Outlook.

Resolution

Restart Microsoft Outlook in safe mode and try synchronizing data again.