Troubleshooting FAQ

We have listed some of our frequently asked questions below.

I’ve received a “connection error” on my device. What has caused this?
This usually appears if the sync application on your device cannot establish the necessary IP connection for the sync process. Please ensure that your sync application is correctly configured to use the necessary connection settings. If required please contact your network provider for the relevant GPRS (or equivalent) settings.

I've received a "Database not found" message on my device. What does this mean?
This usually means that the application database on your device does not exist. Some devices only create the database when the relevant application is run for the first time. If you are receiving this message on your device close the Sync client and open all required applications (calendar, contacts etc), this will create the databases for you.

I've received a "DB not found" message on my device. What does this mean?
This usually means that the required datastore on the server does not exist. The server datastore is created when a device has been selected on the account. If you're receiving this message it indicates that you must log into GooSync and select a device for your account when prompted. Once this is done you will be able to synchronise correctly.

This message can also appear if you are attempting to synchronise a different device to what is currently associated on your account. Each GooSync free account can only synchronise one device at a time. If you have already synchronised a device with your account you will not be able to sync any other devices until you change the device on your account.

If you are using a GooSync Premium account please ensure that you have added any new devices you wish to synchronise with (you can include up to 4 devices on your Premium account at the same time).

Why am I getting an "Authentication Failed" message during a sync? My GooSync details are correct on the device.
If you are certain that your GooSync login details are correct on your device but are still getting authentication failures then it indicates that you may not be authenticated with Google correctly. Log into the GooSync website and go to the Connections page. Ensure you are correctly authenticated with Google and try the sync again.

I'm using a Palm Z22 but cannot synchronise with GooSync. What is the problem?
Unfortunately the Palm Z22 does not include the necessary network features to enable it to communicate with the GooSync server. This means that the Palm Z22 is not compatible with GooSync.

I've replaced my device but now I cannot synchronise. What's the problem?
When changing devices you need to remove the old device from your GooSync account (even if the replacement is the same model device). Your GooSync account links to your device using a unique ID. Once this link is established no other devices can connect to your account.

In order to synchronise your new device you need to use the Change Model link on the home page of your account to re-select the device. After ensuring your sync settings are correct in GooSync (sync window etc, if applicable) your new device will be able to synchronise with your account.

I've received a "Demo Expired" message on my GooSync client. What does this mean?
A "Demo Expired" message is displayed on devices using the GooSync client if an old version of the client is installed. Each version of the client has a built in expiration date approximately one year from the build date. This is to prevent older clients, and therefore older bugs, from staying in circulation.

The solution is to update the client version on your device. This can be done by using the "Check for updates" option inside your existing client.

Why are my calendar events appearing at the wrong time after synchronisation?
This may be because your time zone information is incorrect. Please ensure that you have the correct time zone information set on your device, in Google, and also in your GooSync account. Palm OS and Windows devices also require a patch that will sort out the recent change to US daylight saving time. Details on these patches can be found on the Palm and Microsoft websites.

For Windows Mobile devices please ensure that the GooSync client is not running when the time zone or DST settings are changed (even running in the background). If it is it will not recognise the updated time settings and will continue to use the old settings.

If the time settings were changed with the client running please do the following:

  • Exit the client fully (use the Exit option in the client or close the process using the devices Memory settings).
  • Change your time zone settings to something different and save the changes.
  • Change the settings back to the correct time zone and save again.
  • Restart the GooSync client.

My spanning events in Google are only appearing on the first day on my Palm OS device.
Unfortunately the Palm OS calendar application is unable to handle spanning events. When one is sent to the device only the first day of this event can be stored in the device database. A work-around would be to create an event in Google that repeats daily for the duration of the event.

Some contact information has not transferred between the device and Google/GooSync.
Unfortunately not all contact fields are supported in the sync process. It’s possible that your device may provide you with contact fields that the sync application on that device will not send during the sync process.

My repeating events are not being synchronised.
GooSync will only synchronise repeating events if at least one instance of the repeat is within your current sync window. On a free account this sync window is 7 days past and 30 days future of the current date. If your repeating event does not fall within this sync window it will be ignored by GooSync until it does fall within the sync window.

Some of the repeating events in Google are not being synchronised to my device.
Some mobile devices support a limited selection of repeat structures. If your mobile device does not support a specific repeat rule then it will process the repeating event as though it was a single event and will only show the first instance of that repeat in your device calendar. A simple way to check whether a repeat rule is supported on your device is to try and create the same Google repeat on your device calendar. If you cannot create the required repeat rule then it is likely that the device does not support that repeat structure.

Some of my device contacts are not being synchronised to Google Contacts.
Please ensure that these contacts do not share an email address with a contact already present in Google. Google will not allow multiple contacts to share an email address. Google will reject any contacts it receives that are using an email address that is already present in your contact list.

There are some contacts in Google/GooSync that have not been synchronised to my device.
Please ensure that these contacts have at least a name or a company name. Some devices will reject contacts that do not contain either a first or last name, or a company name.

Restoring data after a hard reset or device change

If you are required to perform a hard reset on your device, or you are trying to restore your data onto a new device, please follow these instructions in order to restore your data from Google.

Please note: Failing to follow these steps can result in your data being removed from Google.

  • After performing a hard reset on your device restore your applications by syncing with the relevant desktop application (Palm Desktop/ActiveSync etc).
  • Once your applications are restored open the synchronisation client on your device.
  • Go into the Profile Settings and view the datastore settings (Calendar etc).
  • Ensure you set the Sync Mode to Slow and click OK.
  • Run the sync again to synchronise your data to your device.

You must ensure the Sync Mode is set to Slow before performing the first synchronisation.

If a Normal sync is performed after a hard reset the client will detect that your device data is no longer present and will send delete commands for all these events to Google. This will result in your Google data being removed.

On devices that do not allow you to select the Slow sync mode you can force a slow sync from your account by logging into GooSync, selecting the relevant device tab, and using the Change button in the device section to re-select your device (ensure you save this change).

Incorrect event times on Sony Ericsson and Motorola devices

Certain models of Sony Ericsson and Motorola devices are unable to fully support the DST changes. The clocks on these devices may change correctly for the DST change but the calendar events will not be changed to match this automatically.

This can cause calendar events on these devices to appear 1 hour out each time the DST change occurs.

Unfortunately the only way to get the calendar data to be correct for the DST change is to perform a Reload Device for the Calendar.

This basically means that the Calendar information on the device must be removed, and a Slow Sync must be performed, in order to force the Calendar information back onto the device with the correct time information.

The steps that need to be taken are as follows:

  1. Remove all Calendar data from the device (either using a "Delete All" option in the device calendar, or manually removing all entries).
  2. Ensure your device is correctly configured for the DST change.
  3. Log into GooSync and select the relevant device tab.
  4. Use the Change button in the device section to re-select your device (save this change). You do not need to re-configure your device, just ignore the configuration instructions after changing your device.
  5. Run the sync again.

This will force a Slow Sync for the Calendar and will send all data within the sync window down to your device.

Error Codes and Messages

Below is a list of error codes and messages that you may see if you encounter a problem when synchronising with your GooSync account.

These could be displayed either on your device or in the synchronisation logs of your GooSync account.

"Demo Expired"
This message is displayed on devices using the GooSync client if they are using an old version of the client. Each build of the client has a built in expiration date approximately one year from the build date. This is to prevent older clients from staying in circulation. The solution is to update the client version on your device. This can be done by using the "Check for updates" option inside your existing client.

400 - "Remote Server: Bad Request"
This message usually indicates that a request sent to Google (an event being added or replaced etc) was invalid in some way. Please contact us directly so we can investigate the problem.

401 - "Invalid username or password"
This will be generated when the login details on your device are incorrect. Please ensure you have correctly entered your GooSync login details on your device and try the sync again.

403 - "Cannot authenticate with Google"
This will be displayed in the synchronisation logs if GooSync is unable to log into your Google account. Please ensure that the Google authentication is valid from the Connections page of your GooSync account.

Please note that the Google Calendar and Contacts authentication processes are separate. Just authenticating with your calendar will not authenticate with your contacts.

404 - "Invalid datastore name: xxx"
This will be displayed if you have not entered the correct datastore/folder name on your device for the calendar application. The "xxx" above will show the data you have provided incorrectly. The correct datastore names in use by GooSync are as follows:

  • Calendar
  • Contacts
  • Tasks

405 - "Slow sync required before "Server Update" is possible"
This error code is displayed if your device is attempting to perform a one-way "Update Server" sync when the server requires that a slow sync must be performed. Please change the relevant sync mode on your device to a two-way sync ("Normal" or "Slow") and sync again. Once this slow sync has been completed you will be able to change the sync mode back to "Update Server" if required.

511 - "No device exists with ID xxx"
This will be displayed if you are attempting to synchronise a different device to what has already been linked to your account. Once a device has been synchronised with your account it is linked to it using a unique ID. Once this link is established no other devices can connect.

If you are using a GooSync Free account you will only be able to synchronise one device at a time. In order to synchronise a new or replacement device you must use the "Change Model" link on the account home page to re-select your device.

If you are using a GooSync Premium account then you can synchronise multiple devices. To synchronise another device simply log into GooSync and add a new device from the home page.

511 - "Connection to Google failed while retrieving"
This message will be displayed when Google has returned an error when GooSync was attempting to obtain your calendar information. We suggest you directly in order to determine the cause of this problem.

511 - "Calendar: Could not read Google calendar xxx: Access Forbidden."
This could indicate that a calendar you have selected to synchronise is no longer available or the link to this calendar has changed since it was first obtained by GooSync.

Please log into GooSync and view your calendars list by clicking the Customise link for calendar on the home page. Refresh this list and save the changes. This will ensure that GooSync is using all of the latest links to your Google Calendars. Try the sync again.

406 - "Feature Not Supported" or "Advanced sync types only available for subscription accounts"
The 406 "Feature Not Supported" message is displayed whenever you have attempted to peform an action that is not supported by the server or device. One such feature that can generate this message is the "Reload Server" synchronisation mode. This is not supported by GooSync and will cause the sync to end with a 406 error.

You can also receive the "Advanced sync types only available for subscription accounts" message if you attempt to use an additional sync mode (Update Device for example) when synchronising with a free GooSync account.

407 - "Missing Credentials"
This will be generated if you have failed to provide the login details on your device. You must fill in the correct GooSync login details on your device in order to synchronise with GooSync.

420 - "Device Full"
A 420 code is used by the device to indicate that there is no more room to store the data being sent from GooSync. Please ensure your device has enough free allocated memory for your calendar and try the sync again.

On some mobile devices you may need to purge old events from the calendar in order to free up some of the allocated memory.

500 - "Remote Server: Internal Error"
This indicates that there was a problem communicating with your Google Calendar. It is usually a temporary problem so attempting the sync again in a few minutes will more than likely succeed.

503 - "Service Unavailable"
Error code 503 is generated by GooSync when it detects a new sync being initiated by the device when a previous sync is still in progress on the server. The previous sync may have been busy processing Google requests in the backround and appeared that it had frozen or failed on the device.

If you receive this error code you will need to wait a few minutes for the previous sync to finish before starting a new sync process.

You can also receive this error code on your device when GooSync is offline for maintenance.

514 - "Communication Failure"
You can get this message if the device sends a duplicate message to the GooSync server. This can happen if the device times out or believes its message was not received by the server, and resends its last message. If you receive this message wait a couple of minutes then try the sync again.

Error Code 10503
This error code can be generated if you are using an older version of the GooSync client. If you are not using the latest version of GooSync (currently you can update by using the "Check for updates" option inside your existing client.

Error Code 19999
Most commonly seen on the Palm OS GooSync client. This is usually displayed if an unsupported sync mode has been used (usually Reload Server). The device should display error code 406 but can sometimes show code 19999. If this appears ensure your client is set to a supported sync mode (see here) and try the sync again.

Connection Error 20003 and 20027
Error code 20003 means that no TCP connection can be opened. Error code 20027 means that even the preparation to open a connection (like connecting GPRS) fails. Both indicate a network problem, most likely with your network provider.

DB Not Found
A common cause for this problem is using Goosync on a new or replacement device. If you have changed phone hardware, even with a replacement device of the same type, you must log into your GooSync account and use the "Change Model" link on the home page to re-select your device or select the new device.

"System Error"
The majority of Nokia devices will display a "System Error" for any error code sent by GooSync. Please check the sync logs on the home page of your GooSync account as these may provide more details on what has caused this error. If required please contact us and we will investigate what may be causing this problem.