Mobile Device Troubleshooting

Trouble syncing

Device errors out in the middle of a sync.

• Make note of the error displayed (if possible leave it on the screen)
• Contact TrackAbout Support

Device fails to initiate a sync at all

• Try another "good" Device in this cradle

(If this sync works, it confirms that the issue is with that "problem" Device).

• Try the "problem" Device in another cradle

(If this sync works, it confirms that the issue is with that first cradle)

The sync was successful with another cradle, so the issue appears to be with the first cradle or computer

All Devices fail to sync with that cradle; but they sync fine when using another cradle on this computer.

• Ensure that the cradle is firmly plugged into the Data cable.
• Ensure that the Data cable is firmly plugged into the Computer
• Ensure that the Cradle has power (Power cord is plugged in and connected to a working outlet).

If none of this results in a successful sync, Contact TrackAbout Support

All Devices fail to sync with any cradle connected to this computer; but they sync fine when using any cradle on another computer.

Microsoft Active Sync or TrackAbout Conduit may be missing or shut down on this computer

Microsoft Activesync Problems

Windows Mobile Devices sync using Microsoft's Activesync software. Many Activesync issues can be resolved with the following steps:

• Check the contacts within the cradle and on the device itself for dirt or grime. If any is found, clean them as this can interfere with conenctivity
• Disconnect your device from the sync cable or cradle and then reconnect it. If you still have problems...
• Disconnect, perform a soft reset, and then reconnect your device. If you still have problems ...
• Close ActiveSync on your PC and try again. If you still have problems...
• Close down all the programs on your PC, reboot it, and then try again. If you still have problems...

If you are still having problems, then before going on to these advanced steps please contact TrackAbout Support.

The sync continues to fail for the "problem" Device in both cases above:

• Check the metal connectors in the cradle and on the Device itself.

If there is dirt or grime on the connectors, it can interfere with a sync. Clean them or use canned air to remove the dust.

• Check that the Device has power

Device must be powered on to Sync

• Ensure that TrackAbout is installed on the Device

If none of this results in a successful sync, Contact TrackAbout Support

Device powers up as normal and is responsive but TrackAbout seems to be missing

• Go to the Mobile Units section of the TrackAbout Website and re-install the TA Mobile software from the Software downloads link

If this is not available or if it does not work, Contact TrackAbout Support

Device will not turn on

• Ensure it has a charged battery
• Try using a spare charged batter or one from another device

WARNING! removing the battery from a working Device will remove TrackAbout from that Device

If the Device still does not power up after trying the above, contact your management for repair or replacement procedures or Contact TrackAbout Support

Device is Powered up but appears to be frozen or unresponsive

• Try to find an exit button or icon on the current screen and tap it.

• If that fails try to Warm boot the Device

For instructions on how to warm boot the Device, click here.