Here is a list of troubleshooting tips:

• Check the Contacts tab of the Outlook Properties dialog box (click the Outlook icon on the TrueSync* screen) to see if the first option is selected ("Yes, and I use categories to organize them."), or if the second option is selected
  ("No, I use multiple folders, or I do not organize my contacts using categories").
  
  
• If you use only one folder in Outlook AND you use the Categories field to separate your contacts, select "Yes, and I use categories to organize them." Click the Configure button, and then select the appropriate folder.
  
  
• If you use one folder but you DO NOT use the Categories field for every contact you want to synchronize, or you use multiple Outlook folders, then choose "No, I use multiple folders, or I do not organize my contacts using categories". Map the appropriate folder to the matching folder on the client.
  
  
• If you make changes in the Outlook Options dialog boxes, open the Data menu, click Contacts, and then click the Refresh List button. Map the appropriate folders and fields. You may also need to reconfigure Calendar, Memos, and To Do Items.
  
  

If you are using Outlook* 98, install or reinstall the Outlook 98 Expression Services*. Follow these steps:

1. In your Outlook 98 Setup directory, click SETUP.EXE. The Outlook 98 Maintenance Wizard starts.
   
   
2. Click Add New Components.
   
   
3. Click Add From Web .
   
   
4. Click Yes when you are prompted to check your installations.
   
   
5. Select Expression Services .
   
   
6. Check to see if you have multiple Personal folders by changing the view in Outlook to Folder List. Make sure that you select the correct folder in TrueSync. To check this, click the Outlook icon in the TrueSync window, and then click the Options tab.
   
   
7. If you are using a REX or StarTAC ClipOn Organizer*, clear the memory on the device. Note: All data on the device will be deleted. To clear the memory, old down the View key, and then gently insert the end of a paper clip into the recessed reset button on the back of the device. The System Mode view appears. Select Erase Data and press the Select key. When Done appears on the screen, press the View key, press the arrow key to select Restart, and then press the Select key. Configure the device as prompted.
   
8. On the TrueSync menu, click Synchronize, and then click Options. Click the Advanced tab. Select the "Only used data from this client for synchronization" check box, and then select Outlook from the list. Click OK. If you have more than two clients configured, you will need to remove all clients except for two to use this option. To do this, open the Clients menu, and then click Remove. Or, you can create a new user instead.
   
   
9. To create a new user, open the Synchronize menu, click Set User, and then click the New button. You will need to overwrite the service or device during the initial synchronization. After you overwrite the service or device, you are ready to synchronize.
   
   Warning: If you overwrite a device frequently, the synchronization process slows down and the batteries life is reduced. We recommend that you follow this step for troubleshooting purposes only.
   
   
10. The problem may occur because MAPI.DLL or MAPI32.DLL is already loaded by another application (for example, Eudora). Close all applications, restart TrueSync, and then synchronize.
    
    
11. Click Start, Settings, Control Panel. Doubleclick Regional Settings, and then click the Number tab. Make sure the Digit grouping symbol option is set to a comma (,). If it is set to another character, including a space, TrueSync does not synchronize Outlook data.
    
    
12. Check for a Modified field value greater than today's date. In this example, a year value of "00," which represents the year 2000, is used.
    
    

In either Calendar or Contacts view, perform the following steps:

1. From the main Outlook view, select the Calendar or Contacts folder.
   
   
2. On the View menu, click Current View, and then click Define. Click the New button.
   
   
3. Select Table, and then click OK.
   
   
4. Click the Fields button.
   
   
5. From the Available Fields list, scroll until you find the Modified field. Click the field, and then click the Add button to add this choice to the Show These Fields In This Order column.
   
   Note: You may want to click the Move Up button to move the modified field up. Click OK when you are finished with this view.
   
   
6. In the View Summary view, click OK, and move back into the Define Views for Contacts (or Calendar) dialog box. Click the Apply View button. The new view with the Modified field included appears. You can adjust the column width, if necessary, so that you can view the entire date, including the year and time.
   
   
7. Sort the field so that the newest records appear at the top. To sort the field, click the field labels (the word Modified) until a small triangle that points down appears. Look to see if any of the records display a day, month, or year greater than today. Also, look for records that have a year of "00" (zero, zero).
   
   
8. If you find contacts or calendar events with dates later than today, modify and save them (this adjusts the date automatically to today's date), or if they are not important records, delete them.
   
   
9. If your records have large amounts of information in many fields, you will be able to synchronize fewer records than if you only use a few fields in each record. If the device overfills, change your field mapping level to Minimum, or reduce the number of Contacts and then synchronize.
   
   
10. To change the field mapping level, open the Contacts menu, or open the Data menu and then click Contacts. Click the Fields tab, click the SmartMap button, and then select Minimum. Note: This setting only applies to a device, not applications or services. Follow the procedure above after changing the field mapping.
    
    
11. First, Last, and Company Name are required fields. If you have records that do not contain data in any of these three fields, you can map another field that contains data for one of these fields.
    
    
12. Export your contacts to a new personal folder, and then import the new folder back into Outlook. To export your contacts to a new personal folder, follow these steps:
    1. On the File menu, click Import and Export .
       
       
    2. Select Export To A File, and then click Next .
       
       
    3. Select Personal Folder File (.pst), and then click Next .
       
       
    4. Select the Contacts folder you want to export, and then click Next.
       
       
    5. Click the Browse button to select the location where you wish to save the file. Enter the new file name for the exported file. Note the location and name of the file. Click Next, and then click Finish. Outlook exports your contacts to the specified file.
       
    
    
13. Open the exported file in Outlook:
    1. On the File menu, click Open, and then select Personal Folders File (.pst) from the list.
       
       
    2. Select the .pst file that you exported to, and then click OK. Outlook opens the Personal Folder, and the contents should now be visible in Outlook.
       
       
    3. Select the new folder in TrueSync. To do this, click the Outlook icon in the TrueSync window, and then click the Options tab. After you select the new folder, open the Data menu, and then click Contacts. Click the Refresh List button to instruct TrueSync to look for your new data. Map the appropriate folder to the other clients, and then synchronize.
       
       
    4. Follow the uninstall directions provided in FAQ #990908-0009. Reinstall TrueSync Plus, follow the Setup Wizard to reconfigure a new user, and then synchronize.
       
       

Note: If you uninstall and then reinstall TrueSync Plus and your issue is not resolved, you may also need to uninstall and reinstall Outlook before reinstalling TrueSync Plus. TrueSync does not support using permissions or the delegate feature in Outlook. Although you will be able to select the folder, no data will synchronize.

If you are using Categories for your contacts in Outlook, your Master Category List may have been damaged. Reset the Master Category list following these steps:

1. Select the Contacts folder in Outlook.
   
   
2. On the Edit menu, click Categories.
   
   
3. Click the Master Category List button. You will see a list of categories.
   
   
4. Click the Reset button. The list to the default categories resets, but your contacts are not affected (you won't have to reassign categories to your contacts).
   
   
5. Add any custom categories you originally added back to the list. Type the name of each into the New Category field, and then click the Add button. The name appears in the list.
   
   
6. Once you are done entering the category names, click OK  until you arrive at the main Outlook window.
   
   
7. Restart Outlook, and then restart TrueSync Plus.
   
   
8. On the Data menu, click Contacts, and then click the Refresh Lists button. All of your categories listed appear. Map them to the appropriate folders/categories on your device, service, or other application, and then try to synchronize.
   
9. If you drag (or copy and paste) an item in Outlook, the change will not synchronize because Outlook does not change the Modified date field of the item when you drag or copy it. Since the Modified field is not changed, TrueSync does not recognize the change.

This applies to:

Xircom® REX-3 (REX-3)