Support Codes

Error

Possible Resolution

Cases

85002000

The device ran out of storage even after the system closed other processes.

Delete excess files and mail from the device.

85002001

An unknown synchronization application error occurred on the device.

Try again later.

85002002

The device ran out of storage even after the system closed other processes.

Delete excess files and mail from the device.

85002003

The device timed out while waiting to establish a connection with the server.

Try again later.  Ensure device is able to browse Internet sites.

85002004

The user manually ended the synchronization process from the device.

Try again.

85002007

The synchronization failed because of a problem on the server but no server-originated error codes (or any other unknown server errors) were received by the device.

Verify that the server is available and supports synchronization with a mobile device, and then try again later. Ensure the proper server name has been entered.

85002008

An error occurred while ActiveSync was writing an item’s properties to the database on the device (per-item error).

Try again.

85002009

The synchronization key data on the device is not valid because a data removal failed.

Try again.  May require user to de-select sync items (Inbox, Contacts, Calendar, Tasks) and re-select them to reset the sync key.

8500200A

The required connection information is not present on the device.

Verify the server information and credentials on the device.

8500200B

The device timed out while waiting for a response from the server.

Verify that the server is available and try again later.

8500200C

The device could not shut down the send/receive thread after the user requested the synchronization to stop. The synchronization application on the device was forced to close.

8500200D

The device timed out while waiting for a response from the user.

Try again.

8500200E

A failure occurred on the device that is not indicated to the user.

8500200F

The device timed out while waiting for a response from the server.

Verify that the server is available and try again later.

85002010

The device’s last error is displayed.

85010000

An unknown HTTP communication or protocol error occurred.

Ensure device is able to browse Internet sites.

85010001

An invalid HTTP communication or protocol syntax occurred.

85010002

An unauthorized HTTP communication or protocol was used.
- OR -
Unable to connect to sync server due to authentication failure. Check your connection configuration.
- OR -
Access was denied. Check your server username and password in ActiveSync Options

The credentials provided to access the server are incorrect or you are not enabled for synchronization or your password has expired. User Action:
1. On the device, go to ActiveSync, Tools, Server, verify that the server name is correct. Click on Advanced and verify the username, password and domain information. Please contact your administrator and make sure that you are enabled for synchronization

85010003

Payment is required for HTTP communication.

85010004

A forbidden HTTP communication or protocol was used.
- OR -
Your account does not have permission to sync with your current settings. Contact your Microsoft Exchange administrator.

Remove the item from the synchronization list.
1. The Microsoft-Server-ActiveSync virtual directory on your server is configured to require SSL and you are using a device without SSL.
2. The Exchange virtual directory on your mailbox server is configured to require SSL.
3. This error could occur if host headers are being used and the request goes to the wrong Web site.

Case with solution

85010005

An object was not found by the HTTP communication or protocol.
- OR -
The server you are synchronizing with is not an Exchange ActiveSync server, or is running incompatible software. Specify the correct server in ActiveSync options.

Verify that the object exists, and then try again. If this error occurs again, remove the item from the synchronization list. The server name specified on the device resolves to the IP address of a server that does not have Exchange installed on it.

Case with solution

85010006

The method is not allowed for use with an HTTP communication or protocol.

85010007

No response acceptable to the client was found for HTTP communication or protocol to proceed.

85010008

Proxy authentication is required for HTTP communication or protocol to proceed.

Verify proxy credentials and try again.

85010009

The server timed out while waiting for the request for an HTTP communication. This error occurs when a request is sent but never gets a response, typically in low signal conditions. Generally, it is a temporary or recoverable situation.

Try again later.

8501000A

The user should resubmit the HTTP communication with more information.

Verify the information and settings associated with the HTTP communication and try again.

8501000B

The HTTP resource is no longer available.

Ensure the server is available.

8501000C

The server refused to accept the HTTP communication request without a length.

8501000D

The precondition given in the HTTP communication request failed.

Verify Internet settings and try again.

8501000E

The HTTP communication request entity was too large.

8501000F

The requested HTTP Universal Resource Identifier (URI) was too long.

85010010

An unsupported HTTP media type was used.

85010011

An HTTP communication or protocol error occurred.

85010012

An HTTP communication or protocol error occurred.

85010013

An HTTP communication or protocol error occurred.

85010014

An internal HTTP server error occurred.
- OR -
Synchronization failed due to an error on the server. Try again.
- OR -
An authentication error occurred connecting to the server.
- OR -
You changed the IP address of the Exchange Server

Verify that the HTTP server is available and try again. May require user to de-select sync items (Inbox, Contacts, Calendar, Tasks) and re-select them to reset the sync key.
1. Windows Integrated Authentication is not enabled on the Exchange virtual directory on the Exchange server. The Server ActiveSync component uses Kerberos authentication when communicating with the Exchange server.
2. Windows Integrated Authentication is enabled on the Exchange virtual directory on the Exchange server, but Kerberos is disabled via the IIS metabase.
3. Kerberos is enabled, but IIS may return HTTP Status 401 every 30 Days when using Kerberos on Windows 2000.
4. Sync is attempted while the mailbox is being moved.
5. User attempting sync is a member of more than 200 groups.
6. The Left Hand Side(LHS) and Right Hand Side(RHS) of the user’s primary SMTP address are both different from the SMTP address based on the default recipient policy. (Fixed with Exchange 2003 Service Pack2)
7.  The Exchange virtual directory on the Exchange Server is configured to require Secure Sockets Layer (SSL). Server ActiveSync communicates with the Exchange Server over port 80.
8. Windows SharePoint® has been installed on the Exchange server
9. The user composes e-mail on the device and attempts a sync when mailbox limits have been reached on the Exchange server.
10. Anonymous authentication is enabled on the Microsoft-Server-ActiveSync virtual directory on the server.
11. IIS Default Web Sites\Exchange-Oma virtual server retained the previous IP address in the Directory Security \ IP Address and domain name restrictions.

85010015

The required protocol is not supported.

85010016

An error response was received from the HTTP gateway.
- OR -
Synchronization failed due to an error on the server. 

Verify that the gateway is available and try again.
1. The device is using a proxy server to connect to the Exchange Server. The proxy server encountered an error.

85010017

The device is temporarily overloaded.
- OR -
Synchronization failed due to an error on the server. Try again.

Try again later.
1. The Web service is unavailable. The service may have been stopped temporarily.

85010018

The device timed out while waiting for the HTTP gateway
- OR -
Synchronization failed because of a server error. Try again.

Try again later.
1. The device is using a proxy server to connect to the Exchange Server. The proxy server connection timed out.

85010019

The HTTP version is not supported.

8501001A

HTTP is out of disk space.

85020000

The connection status is unknown in the Connection Manager.

85020001

The connection is open in the Connection Manager.

85020002

The connection is disconnected in the Connection Manager.

85020003

The connection failed and cannot be reestablished by the Connection Manager.
- OR -
Unable to connect. Verify you have network coverage and try again

1. Try restarting the device and verify connectivity settings on the device.
2. There is no connection available for the device to communicate with the server

Case with solution

85020004

The user ended the connection.

85020005

The Connection Manager is ready to connect but the connection is disabled. 

85020006

The Connection Manager could not find a path to the destination.
- OR -
Unable to connect. Verify your dialup or proxy settings are correct, and try again

1. Verify server name is entered correct.
2. There is no connection available for the device to communicate with the server.
3. The user has more than 372 top level folders in their mailbox and is using a Windows Mobile 2002-based device.

85020007

The Connection Manager is waiting for a path to the destination.
- OR -
Unable to connect. Verify you have network coverage, and try again. If the problem persists, contact your network administrator

1. There is no connection available for the device to communicate with the server.

85020008

A voice call is in progress.

Try synchronizing again after the voice call is finished.

85020009

The Connection Manager is attempting to connect.

Ensure the device can access Internet sites.

8502000A

Another connection is using the resource.

Try again later.

8502000B

The Connection Manager could not find a path to the destination.

Ensure the device can access Internet sites.

8502000C

The connection is being brought down.

Ensure the device can access Internet sites.

8502000D

The Connection Manager is stopping the attempt to connect.

85030000

No synchronization occurred while roaming.

85030001

The ActiveSync application is not supported.

Upgrade the version of ActiveSync on the desktop computer and try again.

85030002

The ActiveSync application is not implemented.

85030003

No synchronization is scheduled in the ActiveSync application.

85030004

The ActiveSync application is not initialized.

Restart the ActiveSync application and try again.

85030005

Mutex failed on the ActiveSync application.

85030006

The listview window in the ActiveSync application was not created.

85030007

The document was not sent in the synchronization context.

85030008

The synchronization document is not valid.

85030009

The proxy window in the ActiveSync application was not created.

8503000A

The device failed to send a message to the ActiveSync application.

8503000B

The ActiveSync application failed to start in a timely fashion.

8503000C

The device failed to find the ActiveSync window.

8503000D

The device failed to get the ActiveSync process handle.

8503000E

The device failed to send the Extensible Markup Language (XML) document to the synchronization application.

8503000F

An invalid collection type was used.

85030010

A DPA error occurred.

85030011

A POOM failure occurred.

85030012

A POOM Provider DSA error occurred.

85030013

No device address exists in the ActiveSync application.

Verify that the device has an IP address and that it has a partnership with the desktop computer.

85030014

ActiveSync failed to configure the account to synchronize as new items arrive. 

Contact the Microsoft Exchange administrator.

85030015

The account could not be configured to synchronize as new items arrive. 

Select a different ActiveSync mobile schedule or contact the Microsoft Exchange administrator.

85030016

A silent retry error occurred in the ActiveSync application.

85030017

A retry level information error occurred in the ActiveSync application.

85030018

A retry level error occurred in the ActiveSync application.

85030019

The radio/phone is off.

If using a Pocket PC device, try again after turning on the phone.

8503001A

The response was compressed but had an invalid gzip header.

8503001B

An error is returned by the zlib decompression function.

80072EE1

No more handles could be generated at this time.

80072EE2

The request has timed out. It is generally a temporary or recoverable situation.

Try again later.

80072EE3

An extended error was returned from the server. This error is typically caused by a string or buffer containing a verbose error message. 

Retrieve the error text from the Verbose log file.

80072EEC

An internal error has occurred. It is generally a temporary or recoverable situation.

Try again later.

80072EE5

The Uniform Resource Locator (URL) is invalid. This error is caused by a temporary server overload.

Try again after verifying the URL.

80072EE6

The URL scheme could not be recognized or is not supported. This situation is caused by temporary issues, such as insufficient temporary memory.

Close one or more programs and try again.

80072EE7

The server name could not be resolved.
- OR -
Synchronization failed. Verify that you have entered the correct server name and try again

Verify the server name on the device and try again.

Case with solution

80072EE8

The requested protocol could not be located.

Verify that the protocol is supported by the device and by the desktop computer, and then try again.

80072EE9

A request to InternetQueryOption or InternetSetOption specified an invalid option value.

80072EEA

The length of an option supplied to InternetQueryOption or InternetSetOption is incorrect for the type of option specified.

80072EEB

The request option cannot be set, only queried.

80072EEC

The Microsoft Win32® Internet function support is being shut down or unloaded.

80072EED

The request to connect and log on to a File Transfer Protocol (FTP) server could not be completed because the supplied user name is incorrect.

Try again after verifying the server name and the user name. Also, try contacting the server administrator.

80072EEE

The request to connect and log on to an FTP server could not be completed because the supplied password is incorrect.

Try again after verifying the server name, user name, and password. Also, try contacting the server administrator.

80072EEF

The request to connect to and log on to an FTP server failed.

Try again after verifying the server name, user name, and password. Also, try contacting the server administrator.

80072EF2

The requested operation is invalid.

80072EF1

The operation was canceled, usually because the handle on which the request was operating was closed before the operation completed.

80072EF2

The type of handle supplied is incorrect for this operation.

80072EF3

The requested operation cannot be carried out because the handle supplied is not in the correct state. Generally, this is a temporary and recoverable situation.
- OR -
Synchronization failed due to a device software error. Contact your network administrato

Try again later.
1. This could be caused by transient network issues.

80072EF4

The request cannot be made through a proxy.

Change to a different type of connection and then try to reconnect to the synchronization resource.

80072EF5

A required registry value could not be located.

Verify the registry settings for ActiveSync, the mobile device, and the desktop computer.

80072EF6

A required registry value was located but it is an incorrect type or has an invalid value.

Verify the registry settings for ActiveSync, the mobile device, and the desktop computer.

80072EF7

Direct network access cannot be made at this time.

Verify that the network is available and that the user has permissions to access the network from a mobile device, and then try again later.

80072EF8

An asynchronous request could not be made because a zero context value was supplied.

80072EF9

An asynchronous request could not be made because a callback function has not been set.

80072EFA

The required operation could not be completed because one or more requests are pending.

Try again later.

80072EFB

The format of the request is invalid.

Verify the configuration settings for ActiveSync, the mobile device, and the desktop computer, and then try again later.

80072FFC

The requested item could not be located. This error is similar to an “HTTP 404 Page Not Found” error in Internet Explorer. It may be caused by temporary server load conditions.

Try again later.Ensure the device can access Internet sites.

80072EFD

The attempt to connect to the server failed because a connection to the network was not detected.
- OR -
Synchronization failed. Information cannot be synchronized because a connection to the network was not detected. Check your device connection settings

If using a desktop passthrough connection to synchronize to an ActiveSync server, make sure that the device is in the cradle or otherwise connected to the desktop computer. If using a wireless connection to the desktop computer, verify that the connection settings are configured correctly. Try again after verifying the server name, user name, and password. Also, try contacting the server administrator.
1. There is no connectivity to the server
2. A certificate is not installed on the server.
3. The configuration settings on the device for Exchange ActiveSync are incorrect.

80072EFE

The connection with the server has been stopped.

Verify that the server is available and try again.

80072EFF

The connection with the server has been reset.
- OR -
Synchronization failed due to a communications failure. Try again

Verify that the server is listening on the SSL port and that the device can connect to the server over SSL.
1. The connection with the server was reset. You are using a Windows Mobile 2002-based device or a Windows Mobile 2003-based device with SSL. However an SSL connection could not be established and the connection was reset.

Case with solution

80072F00

This error calls for the Win32 Internet function to redo the request.

80072F01

The request to the proxy was invalid. It may be caused by temporary load conditions.

Verify proxy settings and try again later.

80072EFC

The request to the proxy was invalid. It may be caused by temporary load conditions.

Verify proxy settings and try again later.

80072F04

The request failed because the handle already exists.

80072F05

The SSL certificate date that was received from the server indicates that the certificate has expired.
- OR -
Synchronization failed. The security certificate on the server has expired. Check that the date and time on your device are correct and try again

Verify that the date and time on the device are correct. If the date and time are correct, then contact the server administrator to update the certificate.

80072F06

The SSL certificate common name (host name field) is incorrect.
- OR -
Synchronization failed due to an incorrect SSL certificate common name.

Verify certificate settings.
1. The name of the Exchange server specified on the device does not match the common name on the certificate. 

80072F07

The application is moving from a non-SSL to an SSL connection because of a redirection.

80072F08

The application is moving from an SSL to a non-SSL connection because of a redirection.

80072F09

The content is not entirely secure. Some of the content being viewed may have come from unsecured servers.

80072F0A

The application is posting and attempting to change multiple lines of text on a server that is not secure.

80072F0B

The application is posting data to a server that is not secure.

N/A

The server is requesting client authentication.

Enter authentication credentials.

N/A

Synchronization failed. The security certificate on the server is invalid. Contact your system administrator or ISP to install a valid certificate on the server and try again.

The sync client does certificate validation and has detected that an invalid certificate is installed.

N/A

Synchronization failed. If the problem continues contact your Network Administrator

The sync client does certificate validation and has detected that an invalid certificate is installed.

N/A

Synchronization failed due to a communications failure. Try again.

1. An invalid response was received from the server. This could occur if a problem was encountered while the server was in the midst of transmitting data. This could occur if there was a proxy in between the device and server that did not honor the HTTP Keep-Alive setting. This could also occur if the default Web site has been stopped. 

N/A

The phone is off.

If using a Pocket PC device, try again after turning on the phone.

N/A

The connection link disconnected prematurely.

Verify that the resource is available and try again.

N/A

The connection could not be established because it would split an exclusive connection.

Wait until the exclusive connection is no longer being used, and then try again. Or cancel the current activity on the exclusive connection and then try again.

N/A

The server or desktop computer failed to authenticate the user.

Verify the user’s credentials. If the credentials are correct, verify that the user has permissions to synchronize with the server or desktop computer from a mobile device.

80072F76

The requested header could not be located.

80072F77

The server did not return any headers.

80072F79

The supplied header was invalid.

80072F7C

The redirection failed because either the scheme changed (for example, HTTP to FTP) or all attempts made to redirect failed (default is five attempts).

N/A

Synchronization failed. You do not have enough free memory on your device to synchronize information. Delete unused files from your device or close programs that are running to free up memory, and then try again

Insufficient memory.

N/A

Synchronization cannot be completed successfully due to a server time out. Disconnect, reconnect and try again.

This error is reported when the server fails to respond to a command sent from the device..User Action:  1. Attempt the sync later

N/A

You have stopped synchronization.

This error is reported when you disconnect the connection that was being used for synchronization. For example, if you were using a CDPD modem for connectivity and you clicked on Disconnect in the middle of an ActiveSync session, you could get this error.

N/A

Synchronization failed. If the problem continues, contact your network administrator

This error is caused by corruption in the data store.

N/A

The connection failed due to missing server information or user credentials. Tap Options, and then the Server tab to verify that your server name is correct. Then, tap Advanced to verify that your user credentials are correct and try again

N/A

Synchronization failed because the device timed out waiting for the server to respond. Try again later.

This error is reported when the device times out while trying to establish a connection with the server. The error is reported after around 4 minutes. .

N/A

Synchronization failed because the user aborted connection.

1. User clicked Stop when the sync was in progress.

N/A

Synchronization failed. If the problem continues, contact your network administrator

N/A

Synchronization failed. You do not have enough free memory on your device to synchronize information. Delete unused files from your device or close programs that are running to free up memory, and then try again.

1. a. Attempt to sync a meeting request that contains an attendee list that exceeds 16K characters.
b. Attempt to sync a calendar item that contains a large number of exceptions.
c. Make sure you have enough free memory on the device.

N/A

Synchronization failed due to a device software error. Contact your network administrator.

N/A

Synchronization failed. If the problem continues, contact your network administrator.

1. The Exchange server is configured to require client certificates.

N/A

Sync key mismatch error. To restart sync, disable and re-enable Server ActiveSync on the device for the particular data type that failed (for example, Calendar, Contacts, or Inbox).

1. This error can be reported if the device was restored from an older backup or the user’s Exchange account was restored or moved to a different server.

N/A

A critical error has occurred and sync failed. The next time you sync, you will be prompted to overwrite the data on your device with data from the server. You will lose only the changes made since your last successful sync.

1. This error could occur if host headers are being used and the request goes to the wrong Web site.

N/A

Synchronization failed due to a server software error. If the problem continues, contact your network administrator. 

1. Windows Integrated Authentication is not enabled on the Exchange virtual directory on the Exchange server. The Exchange ActiveSync component uses Kerberos authentication when communicating with the Exchange server.
2. Windows Integrated Authentication is enabled on the Exchange virtual directory on the Exchange server, but Kerberos is disabled via the IIS metabase. 
3. Kerberos is enabled, but IIS may return HTTP Status 401 every 30 Days when using Kerberos on Windows 2000.
4. The TMP/TEMP environment variable on the Exchange server is not pointing to a valid directory or there is not enough disk space or the user performing sync does not have access to the TMP/TEMP folder on the Exchange server. For large sync requests, IIS uses temporary storage.
5. Large sync requests could exceed the default size limits for requests sent to IIS.
6. Sync state on the device is corrupt.

N/A

Synchronization of cannot be completed successfully. Your device must sync all inbox information with sync server.

1. This error can occur if the synchronization server is unable to open the inbox folder on the Exchange server. This can occur with calendar and contacts as well.
2. The PUT verb is blocked on the Exchange server.

N/A

Synchronization failed. There is not enough space on your Microsoft Exchange mailbox to synchronize information. Delete old items to increase space and try again.

1. This error can occur if you are approaching the mailbox limits set on your Exchange server.
2. The TMP/TEMP environment variable on the Exchange server is not pointing to a valid directory or there is not enough disk space or the user performing sync does not have access to the TMP/TEMP folder on the Exchange server. For large sync requests, IIS uses temporary storage.
3. Large sync requests could exceed the default size limits for requests sent to IIS.

N/A

A critical error has occurred and sync failed. When you next sync, you will be prompted to overwrite the data on your device with data from the server. This may take several minutes.

1. This error could occur if there are multiple front-end servers and some of them have not been upgraded.

80072EF4

The requested item could not be located. This error is similar to an “HTTP 404 Page Not Found” error in Internet Explorer. It may be caused by temporary server load conditions.

Try again later.Ensure the device can access Internet sites.

N/A

Synchronization failed due to a server software error. If the problem continues, contact your network administrator. 

1. Windows Integrated Authentication is not enabled on the Exchange virtual directory on the Exchange server. The Exchange ActiveSync component uses Kerberos authentication when communicating with the Exchange server.
2. Windows Integrated Authentication is enabled on the Exchange virtual directory on the Exchange server, but Kerberos is disabled via the IIS metabase. 
3. Kerberos is enabled, but IIS may return HTTP Status 401 every 30 Days when using Kerberos on Windows 2000.
4. The TMP/TEMP environment variable on the Exchange server is not pointing to a valid directory or there is not enough disk space or the user performing sync does not have access to the TMP/TEMP folder on the Exchange server. For large sync requests, IIS uses temporary storage.
5. Large sync requests could exceed the default size limits for requests sent to IIS.
6. Sync state on the device is corrupt.

86000209

The error code has to do with the sync key of the folder hierarchy. When you sync a number is exchanged between the device and data end. If you make say 10 changes between 10 different sync's than the device will send 10 back. What is happening is the device is sending back a number that is way off, say 4.

The most common cause of this is resetting the device without adequately flushing the flash file system's RAM cache.
To avoid this in the future, press the suspend button before resetting the device. When the device goes into hibernate mode the cache is flushed. (you may want to wait a few seconds after hitting the button to allow the cache to be written).
With the smartphone, always turn off the phone, and never yank the battery. The ram cache is flushed to flash during the power off process.

80072F17

Unspported Digital Certificate installed. If you installed a digital certificate that supports wildcards from a certifying digital certificate provider, this certificate will install however using the certificate is not supported.

Replace the digital certificate with one that does not use wildcards and is listed in the root certificate store on the device.

85020013

You see the error message "Your current sync schedule requires a cellular data connection. Please set up a cellular data connection as described in online Help or change the sync schedule."

You are synchronizing via Wi-Fi or Ethernet with a Windows Mobile 5.0 device with AKU2 installed.

86000108

"ActiveSync encountered a problem on the server." The device is missing the root digital certificate that is installed on the server.. This is known to have occured with a Verisign digital certificate.

Install the Verisign digital certificate on the Windows Mobile 5.0 device.