Not Staying Connected

tech_nut · #1 (**permalink**) 05-12-2003, 04:28 PM

Need some assistance-

I just bought a new PC, loaded Active Sync 3.7 and every thing has gone fine. But every minute or so it disconnects itself, and I have to take the X5 out of it's cradle and re-insert it to re-connect. This did not happen on my old PC. I checked the power configurations, and have reloaded ActiveSync with no luck. My PC time is also in sync with our time server.

Any suggestions?

Duckman · #2 (**permalink**) 05-12-2003, 07:38 PM

Did you install 3.7 directly, without installing the 3.5 that came with your Axim?

If so, you need to install this USB driver from Dell.

Or you can uninstall 3.7, install 3.5 you received with your Axim, then reinstall 3.7......this will install the USB driver.

tech_nut · #3 (**permalink**) 05-13-2003, 09:21 AM

Thanks Duckman, but that did not solve the problem. I also noticed that even though I have it configured to do so, the status icon is not displaying in the taskbar. I wonder if my Office XP is corrupted.

RommelS · #4 (**permalink**) 05-13-2003, 10:02 AM

You have to uninstall ActiveSync, and reboot your PC, and after the reboot, plug the device once again. It should ask for the driver. Once it is install, re-install ActiveSync 3.5 or 3.7.

Duckman · #5 (**permalink**) 05-13-2003, 10:05 AM

Thanks for backing me up Rommel! I forgot about the reboot after the uninstall.

RommelS · #6 (**permalink**) 05-13-2003, 11:03 AM

No problem Duckman.

Tech_Nut ...if the problem persist, try plugging the cradle to another USB port or PC.

tech_nut · #7 (**permalink**) 05-13-2003, 02:22 PM

It's a lost cause. Thanks guys for your help, but it stays in synce for about 5 minutes then disconnects itself.
I tried it on another PC with the same cradle and it does not do this. I uninstalled 3.7 & changed to a different USB port and rebooted. It loaded the X5 driver, and I installed 3.5. It set up my partnership just fine, but lost connection after 5 or so minutes. I have several USB things connected on theis new PC. Keyboard, Mouse, Scanner and the X5. This configuration works on my home PC, and has worked here at work before we got new ones.

squirrelboy71 · #8 (**permalink**) 05-22-2003, 05:53 PM

I hate to say it, but I have the same problem as tech nut. I've gone through the endless install re-install process. It just won't stay connected long enough to get large files through. Dell has suggested getting a powered USB hub for problems such as these, but won't verify that it's a solution. I've already blown a lot to set up this system, I can't see paying for another piece of hardware that "might work".

I've often thought that I might have something configured to make it "auto-shutdown", but I can't imagine what it is. I've also thought that it could be some type of data overflow when trying to cram large files through. Regardless, I'm out of solutions and I'm just about ready to send it back and go back to Palm OS. Am I just out of luck?

TopDog · #9 (**permalink**) 05-23-2003, 08:24 AM

Do you guys use USB-HUB's or extra USB-ports?

ActiveStink really don't like those, use the standard USB-ports on your motherboard to the dockingstation and put mouses, cameras and everything else on those extra ports'n'hubs...

One more thing... check if you can get new firmware for the motherboard, or USB-drivers from your OEM.

I've had this problem once with an ASUS-motherboard. Updated the BIOS, and problem solved...

squirrelboy71 · #10 (**permalink**) 05-23-2003, 09:03 AM

Thanks for trying, but I went through all of those possibilities very early in the troubleshooting process. (Thanks to a great post of two articles in the Software Forum by RommelS)

One of the things that gets me is that Dell say not to use a hub in their support materials, yet in their forum one of THEIR moderators suggests getting a powered USB hub. Strange.

I, too, was quick to jump on the "blame ActiveSync" wagon. Yet I think I'm eating my words a little. After fighting the problem for a day, I actually called Dell support. (Who knew they actually had phones?!?) Their tech support ran me through some exercises and said it couldn't possibly be ActiveSync. It just doesn't randomly glitch, it conflicts with something or it doesn't. They think it's the unit itself and they're sending out a replacement to test.

That's the first time I've heard tech support admit that it could be their hardware without having to scream at them. I am very impressed with the support so far. No hasslels, no condescending tech guys accusing me of being a moron, no immense phone waiting time, no constant forwarding to other departments. Kind of makes me glad I went with Dell instead of buying something unsupported.

We'll see how the replacement goes. . . .