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How to use INTERNET_<Code> error messages to troubleshoot Server ActiveSync connectivity issues

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Article ID:330465
Last Review:October 27, 2006
Revision:1.1
This article was previously published under Q330465

INTRODUCTION

When you try to synchronize your Pocket PC wireless device with the server, you may receive one of the INTERNET_Code error messages on your device or in the Nextags log file. This article lists these error messages, explains their meanings, and suggests actions you can take to resolve the issues.

Note INTERNET_Code error messages correspond to standard, Internet-related error codes (WinInet error codes). To match the error message that you receive to the WinInet error code, add "120" to the beginning of the error number. For example, INTERNET_19 corresponds to WinInet error code 12019. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
193625 (http://support.microsoft.com/kb/193625/) WinInet error codes (12001 through 12156)

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MORE INFORMATION

The following list describes the INTERNET_Code error messages.

INTERNET_15
INTERNET_15 (ERROR_INTERNET_LOGIN_FAILURE)
Explanation: You may receive this error message if you are using Microsoft ActiveSync 3.5 build 12007.

User Action: Examine The connection settings on your device.
INTERNET_19
INTERNET_19 (ERROR_INTERNET_INCORRECT_HANDLE_STATE): Synchronization failed due to a device software error. Contact your network administrator.
Explanation: This issue may be caused by transient network issues.

User Action: Try to synchronize later.
INTERNET_29
INTERNET_29 (ERROR_INTERNET_CANNOT_CONNECT): Synchronization failed. Information cannot be synchronized because a connection to the network was not detected. Check your device connection settings and try again.
Explanation: You may receive this error message if one of the following conditions is true:
•There is no connectivity with the server.
•A certificate is not installed on the server.
•The configuration settings on the device are not correct for Microsoft Exchange ActiveSync.
User Action: To resolve this issue, take the following actions:
•If you use desktop pass through, make sure that the device is seated in the cradle correctly.
• If you use an 802.11 adapter, make sure that the connection settings are configured correctly.
•Check to see whether your device has a valid IP address, and then verify that you have Internet connectivity by locating a Web site.

Note Freeware utilities are available for Microsoft Windows Mobile devices to help determine your IP address and to verify basic network connectivity.
•If you use a Microsoft Windows Mobile 2002 device, install a valid certificate on the server. If you use a Microsoft Windows Mobile 2003 device and Secure Sockets Layer (SSL), install a valid certificate on the server.

Note If you do not use a valid certificate on the server, you can use the Disable Certification Verification tool to disable certificate verification on your device. This tool helps you test your connectivity with Exchange without requiring a valid certificate. To obtain this tool, visit the following Microsoft Web site:
http://www.microsoft.com/downloads/details.aspx?FamilyId=D88753B8-8B3A-4F1D-8E94-530A67614DF1&displaylang=en (http://www.microsoft.com/downloads/details.aspx?FamilyId=D88753B8-8B3A-4F1D-8E94-530A67614DF1&displaylang=en)
•Verify that you have entered the server name correctly on your device. If you have a front-end/back-end Exchange configuration, use the name of the front-end server on your device. In this scenario, do not use the name of the Exchange back-end mailbox server on your device.
INTERNET_31
INTERNET_31 (ERROR_INTERNET_CONNECTION_RESET): The connection with the server has been reset.
Explanation: The connection to the server was lost. If you are using a wireless adapter, the adapter may have lost its association with the access point. If you are using a modem, the network coverage was lost.

User Action: Make sure that you have connectivity, and then try to synchronize.
INTERNET_37
INTERNET_37 (ERROR_INTERNET_SEC_CERT_DATE_INVALID): Synchronization failed. The security certificate on the server has expired. Check that the date and time on your device are correct and try again.
Explanation: The date and the time on the device are incorrect.

User Action: On your device, click Start, click Settings, click System, click Clock, and then set the correct date and time.
INTERNET_38
INTERNET_38 (ERROR_INTERNET_SEC_CERT_CN_INVALID): Synchronization failed due to an incorrect SSL certificate common name.
Explanation: The name of the server that is running Microsoft Mobile Information Server does not match the common name on the certificate.

User Action: On your device, click Start, click Programs, click ActiveSync, click Tools, click Options, click Server, and then make sure that the correct server name is entered.
INTERNET_45
INTERNET_45 (ERROR_INTERNET_INVALID_CA): 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.
Explanation: The synchronization client tried to validate the certificates, but it detected that a certificate that is not valid is installed.

User Action: Install a valid certificate on the server, and then try to synchronize again.

By default, the following root certificates are installed on Pocket PC 2002 devices.
Verisign Class 1 Public Primary CA
Verisign Class 2 Public Primary CA
Verisign Class 3 Public Primary CA
Verisign Class 3 Public Primary CA (2028)
GTE Cybertrust ROOT
GTE Cybertrust Solutions ROOT
Thawte Server CA
Thawte Premium Server CA
Entrust.net Secure Server
Entrust.net CA (2048 bit)
If you are using a certificate that is not trusted, you can turn off certificate validation on the device by using a .cab file that is provided in the Support\Tools\Disable SSL folder on the Microsoft Mobile Information CD. Copy the AS_Cert_OFF.cab file to your device, and then run the program on your device.
INTERNET_152
INTERNET_152: Synchronization failed because of a communications failure. Try again.
Explanation: A response that is not valid was received from the server. You receive this error message if a problem occurred while the server was transmitting data.

User Action: Try the synchronization again.

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REFERENCES

For additional information, click the following article number to view the article in the Microsoft Knowledge Base:
330461 (http://support.microsoft.com/kb/330461/) How to troubleshoot Server ActiveSync

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APPLIES TO
•Microsoft Mobile Information Server 2002 Enterprise Edition
•Microsoft Mobile Information Server 2001 Enterprise Edition

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Keywords: 
kbhowtomaster kbinfo KB330465

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