Siebel Sales Handheld Guide > Troubleshooting > Synchronization >

Companion Sync Checklist

Use the following list to troubleshoot problems you encounter using Companion Sync.

• Is the latest version of ActiveSync (version 3.5 or later) installed and running?
• Is ActiveSync connected (green icon)?
• Do you have the correct data source defined in the handheld .cfg file?
• If you have problems logging in, check to make sure that you can use the same credentials to log into the desktop client.
• Remember to keep a 1:1 ratio of users to devices. Only a single user may log in to sync each device. Failure to do so causes data corruption.

When using a SRF with a custom configuration and the sync error occurs during initialization, follow the steps below to troubleshoot problems:

To troubleshoot Companion Sync configuration errors

1. Add HandheldSyncLogLevel = 5 to the [pda] section in the .cfg and look for more error details in the CompSync log.
2. Use the Validate function in Siebel Tools to look for a configuration error.
3. Remove handheld views from user responsibility until synchronization passes the error point.
4. Remove DefaultBusObjs from Administration - Mobile > Application Administration > Settings until synchronization passes the error point.