Troubleshooting Sync

Most of the sync related issues can be resolved if your system meets the requirements listed on System Requirements page. Sometimes simply restarting the app or your Outlook can resolve the issue.

Make sure you have the latest updates of SymTasks and SymTasks Outlook Sync installed. Please check the download page for more information. To update SymTasks go to Android Market on your Android device, select My Apps from menu then select SymTasks.

NOTE: We no longer support synchronization over USB connection. Recent versions of Android have made it more and more difficult for common users to enable and use USB debugging.

Installation Issues

1) Problem: Installation of SymTasks Outlook Sync fails with the error "The application requires stdole Version 7.0.3300.0 in the GAC... "

  • This can happen if you try to install SymTasks Outlook Sync with an older version of Outlook. Make sure you have Outlook 2007 or above installed. Sync will not work with Outlook 2003. Please read the System Requirements for more information.

General Sync Issues

2) Problem: Connection status stays on 'Connected ..." during Sync and sync does not complete or takes too long

  • If you are running the sync first time after you purchased SymTasks or after a major release, it can take time to sync all the tasks. Sync time depends on your network speed, number of tasks in your Outlook and the amount of data associated with your tasks. Just wait for sync to complete. Subsequent sync should be much faster.
  • Do you have large number of tasks in your Outlook client? And, did you at some point delete all the completed tasks in SymTasks on your phone? If yes, please check "Sync Deleted Tasks" option in SymTasks Outlook Sync on your computer and sync again. First sync will take about the same time as you are experiencing now, but subsequent sync should be much faster.
  • In general, if you have large number of tasks in your Outlook client, you should un-check "Sync Deleted Tasks" option in SymTasks Outlook Sync on your PC. Synchronization of deleted tasks increases sync time, you can only sync deleted tasks when you really need to.
  • We strongly recommend you archive your inactive tasks in Outlook. Outlook makes it very easy to archive and retrieve tasks to and from your backup data file. This will not only makes the sync faster but makes it easier also for you to manage your tasks.

3) Problem: Sync fails with the error "Unable to cast COM object of type 'Microsoft.Office.Interop.Outlook.ApplicationClass' to interface type 'Microsoft.Office.Interop.Outlook._Application'"

4) Problem: Sync fails with the error "Could not load file or assembly 'Microsoft.Office.Interop.Outlook, Version=12.0.0.0, Culture=neutral, PublicKeyToken=71e9bce111e9429c' or one of its dependencies. The system cannot find the file specified."

  • Make sure you have Outlook 2007 or above installed. Sync will not work with Outlook 2003. Please read the System Requirements for more information.

5) Problem: Sync fails to start on Android device with the error "Failed to check license for this app..."

SymTasks checks for valid license every once in a few days using Google licensing service. License checking is essential part of the app and makes sure the installed app is legally downloaded, protecting our investment in this app. For license checking to work you need to be connected to Internet with background data enabled and logged in to your Google Play account that you used to purchase SymTasks. If you see this error, please check for the following and restart the app -

  • Start Google Play (called Android Market earlier) on your Android device. Make sure you can access this service.
  • If you have recently changed your Google Play account password make sure you login again to your Google Play account on your Android device.
  • Have you switched to a different Google Play account than the one you used to purchase SymTasks? Your purchased apps are related to your Google Play account.
  • Make sure your Internet connection is working on your Android device.
  • Make sure background data is enabled on your Android device. Press Settings menu > Accounts and sync, and check Background data on your device.

License checking takes only a few seconds and consumes minimal amount of data. Besides, once it succeeds license is cached for a few days. You do not have to be connected to your data service constantly while using the app. However, if license checking fails SymTasks will try to check license every time you start the app until license checking succeeds.


Wi-Fi Sync Issues

6) Problem: Connection status stays on 'Connecting ..." during Wi-Fi Sync and sync does not complete

  • Check if IP address of the Android device is entered correctly in SymTasks Outlook Sync (Windows App) settings dialog. IP address of the Android device is displayed in sync progress dialog on the Android device. Make sure this IP address is the same as IP address displayed in Settings > Wireless and network > Wi-Fi Settings > on your Android device.
  • Make sure your Android device and the computer are connected to the same Wi-Fi network.
  • Disable Wi-Fi service on your Android device, wait for 30 seconds and enable Wi-Fi service again. Once you are connected to Wi-Fi network, start sync on the Android device.
  • Make sure you have entered the passcode in SymTasks Outlook Sync (Windows App) settings dialog.
  • Make sure you are not running a VPN program or other antivirus software on your computer that may be blocking your computer to communicate with other devices connected to the network.

7) Problem: Connection keeps dropping during Wi-Fi Sync and sync does not complete

  • Check for any error message in SymTasks on your Android device when sync fails. If you see the error "Failed to check license for this app...", please see tip number 5 on this page.
  • Disable Wi-Fi service on your Android device, wait for 30 seconds and enable Wi-Fi service again. Once you are connected to Wi-Fi network, start sync on the Android device.
  • Some other program installed on your computer may be preventing communication between Android device and computer. Examples are VPN, Windows Firewall, Virus Scanner, Windows Parental controls etc. Please contact your system administrator and make sure TCP port 10600 is not blocked on your system.

USB Sync Issues

NOTE: We no longer support synchronization over USB connection. Recent versions of Android have made it more and more difficult for common users to enable and use USB debugging.

8) Problem: Connection status stays on 'Connecting ..." during USB Sync and sync does not complete

  • Make sure USB debugging is enabled on your Android device.
  • Make sure Android USB driver is installed properly on your computer. Windows should automatically detect and install the latest USB driver from your Android device when you connect your USB debugging enabled device to your computer first time. In some cases it may be necessary to reinstall the driver. Please note that we do not provide USB driver. Please contact your Android device manufacturer if you are having trouble with USB driver. If you are using a Samsung phone, the Samsung USB driver can be found here – http://developer.samsung.com/android/tools-sdks/Samsung-Andorid-USB-Driver-for-Windows
  • Try connecting your Android device on a different USB port on your computer and let Windows finish installing Android USB driver.
  • Android Debug Bridge (ADB) executable may not be behaving properly on computer. Go to Windows Task Manager and kill the process "adb.exe" and restart sync.
  • This issue may also have been caused by some recent changes Google made to USB debugging on Android devices. Please follow these steps to update your ADB files -
    1. Ensure that you have downloaded version of SymTasks Outlook Sync installed on your computer. If you are not sure, uninstall SymTasks Outlook Sync from your computer, and download and install the application from here http://www.symbio-tec.com/SymTaskSync/SymOutlookSync.Setup.msi
    2. Go to Task Manager on your computer, find and select (if found) the process "adb.exe" and press "End task" button
    3. Download ADB.zip file from the following link, and unzip them - http://www.symbio-tec.com/SymTaskSync/ADB.zip
    4. Go to your SymTasks Outlook Sync installation directory on your computer - "C:\Program Files (x86)\Symbiotic Technologies\SymTasks Outlook Sync\ADB" - and replace all the files under this directory with the files you downloaded in step 3.
    5. Try sync again.

9) Problem: Connection keeps dropping during USB Sync with the error "No connection could be made because the target machine actively refused it"

  • Are you using HTC Sync on your computer? If yes, please completely shut down all instances of HTC Sync running on your computer (also check Windows Task Manager for any background process running with HTC name in it), then try SymTasks Sync. Some versions of HTC Sync are misbehaving and interfering with SymTasks Sync communication.
  • If you do not have HTC Sync installed on your computer please see the next tip for possible answers.

10) Problem: Connection keeps dropping during USB Sync and sync does not complete.

  • Check for any error message in SymTasks on your Android device when sync fails. If you see the error "Failed to check license for this app...", please see tip number 5 on this page.
  • Try connecting your Android device on a different USB port on your computer and let Windows finish installing Android USB driver.
  • Android USB driver on your computer may be misbehaving. Try uninstalling and then installing Android USB driver on your computer. Please contact your Android device manufacturer on how to install Android USB driver
  • Some other program installed on your computer may be preventing communication between Android device and computer. Examples are VPN, Windows Firewall, Virus Scanner, Windows Parental controls etc. Please contact your system administrator and make sure TCP port 38307 is not blocked on your system.

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