Troubleshooting Microsoft Outlook Synchronisation errors: One or more information types cannot be synchronized

CESD-S-0076

Applies To:

  • Windows CE 1.0, 1.01
  • Windows CE 2.0, SP1
  • Handheld PC Professional, SP1
  • Handheld PC 2000
  • Windows CE 4.x .net
  • H/PC Explorer 1.0, 1.1
  • Windows CE Services 2.0, 2.1, 2.2
  • ActiveSync 3.0, 3.1, 3.5, 3.6, 3.7, 3.7.1, 3.8

Overview:

This article describes steps you can take to resolve the Windows CE synchronisation error

One or more information types cannot be synchronized.
Click here to resolve items

which may be encountered during synchronisation with Microsoft Outlook PIM components.

This article outlines the generic first steps you should take to trouble shoot issues involved with synchronising Microsoft Outlook related problems. The document does not cover troubleshooting non-Outlook issues.

More Info:

The majority of synchronisation issues experienced with the ActiveSync engine are either caused by in correct attachment handling or damaged PST (Microsoft Outlook Personal Folders) file. The synchronisation engine does not include user accessible error reporting, making diagnosing specific problems difficult.

1. Synchronisation Client Version

Each new Sync client release contains bug fixes and sync engine enhancements. Unless you have a specific reason not to upgrade. All users should make use of the latest synchronisation client for their Handheld PC (H/PC Explorer 1.1 for Windows CE 1.0x and ActiveSync 3.8 for all other clients). More information on synchronisation clients can be found here.

The use of ActiveSync 4.x is not explicitly recommended for Handheld PC users.

 

2. Toggle the Sync option on/off

  1. Disconnect your Handheld PC
  2. In ActiveSync choose Tools > Options
  3. Disable the item from the Sync Options list that is causing the problem.
  4. Click OK
  5. Synchronise your device. You should not see any errors
  6. Disconnect your Handheld PC
  7. Return to Tools > Options
  8. Enable the item and reset the advanced options to their default values by clicking the settings button
  9. Click OK and attempt to re-synchronise

 

3. Uninstall and Reinstall the Synchronisation client

Ensure that there are no corrupt files associated with the Sync client, uninstall and reinstall the program from your computer. More information on this can be found in the sync client section.

 

4. Delete and recreate the partnership

This step eliminates the potential of there being an issue in the partnership link between the H/PC and the Host PC.

  1. Disconnect your Handheld PC from ActiveSync
  2. Open ActiveSync
  3. Click File, select Mobile device and choose your devices partnership from the list
  4. Click File ones move and select Delete Partnership
  5. Reconnect your Handheld PC and follow the partnership wizard

 

5. Perform a repair installation on your Microsoft Outlook/Office installation

Microsoft Office versions greater than 2000 and Outlook versions greater than 2000 include an automated detect and repair feature.

Note: You may need your installation media to carry out this action

Office/Outlook XP and 2003

  1. Open Outlook
  2. Click to open the Help menu and choose Detect and repair...
  3. Follow the onscreen instructions

Office/Outlook 2007

  1. Open Outlook
  2. Click to open the Help menu and choose Office Diagnostics...
  3. Follow the instructions on screen

Office/Outlook 2000 and all Office/Outlook Editions

  1. Open the Control Panel
  2. Open Add/Remove Programs / Add or Remove Programs / Uninstall a program
    Note: The name of this depends upon your Windows version
  3. Click to highlight your version of Office and click on the Change button
  4. From the list of options chose the Repair option and click Next
  5. Follow the instructions on screen

 

6. Outlook to Operating System compatibility

As new versions of Outlook have been release, so have new version of Windows. As the Operating Systems have become more complex the chances of experiencing communications issues that relate directly to changes made in the Operating System architecture have increased.
Ensuring that your Office / Outlook version is as current as possible is recommended.

Using legacy versions of Outlook, such as a Outlook 97 on current generation Operating Systems such as Windows XP is not recommended as there has never been a support policy for this product combination.

Windows XP: HPC:Factor recommends that if possible all users aim for a base Outlook level of Microsoft Outlook 2000 Service Pack 3.
Office 2000 has seen a Service Pack issued within the product life of Windows XP, and therefore undertakes a level of certified compatibility.

Windows Vista: Users should aim to have a base of Office/Outlook 2003 SP3 in order to receive all necessary compatibility fixes required under that platform.

All Office and Outlook versions receive Microsoft QFE and Service Pack updates to improve the code quality, applications stability and overall performance. In the interest of security and maintaining compatibility all users should patch their installations before continuing.

HPC:Factor maintains regularly updated guides on updating Microsoft Office and Outlook:

 

7. Outlook Personal Folders Integrity (PST)

The Outlook store folder, or PST file. Is a large database file similar to Microsoft Access databases. Over time there is a chance that errors can occur within the database without presenting any obvious symptoms to the user.
Such corruption is common, especially in larger, older PST files that have migrated through several Outlook versions. ActiveSync may encounter an error why trying to resolve your synchronisation request and hold up the sync because of it.

With every Outlook install Microsoft provide a PST Integrity checker tool called the Inbox Repair Tool. To use the tool to attempt to diagnose and repair PST corruption:

  1. Disconnect your Handheld PC and remove it from the cradle
  2. Reboot your computer
  3. Locate the Inbox Repair Tool:

    Windows 95, 98, 98SE, Millennium
    C:\Program Files\Common Files\System\Mapi\<region-code>\95

    Windows NT 4.0, 2000, XP, 2003
    C:\Program Files\Common Files\System\Mapi\<region-code>\NT

    Office 2007 (All Editions)
    C:\Program Files\Microsoft Office\Office12

  4. Double Click the file SCANPST.EXE
  5. Click browse and locate your PST file (See CESD-S-0078 for more information)
  6. Click Start to begin the scan. The Inbox repair tool will Not make any changes at this point
  7. Once complete a summary will be displayed on the integrity of your PST file
  8. If you wish to make a backup (Strongly recommended) before continuing with and repair operation ensure that the create backup option is ticked. Then click Repair
  9. A backup will be created is specified. The Inbox Repair Tool will attempt to fix any errors
  10. Once complete open Microsoft Outlook and attempt to synchronise your Handheld PC

 

Published: November 7 , 2004 | Article last Reviewed: October 9, 2009