Troubleshooting

Category: Troubleshooting, Version 1.x, Version 2.x

Restart the Windows PC (do not click “Shut down” and then turn the PC back on, but click “Restart”).

If the behavior occurs again, please send us the log files.

SimpleSYN Mobile includes a built-in function for sending feedback and diagnostic data.

  1. Click on "Information" in the main window and click on "Feedback".
  2. In the next dialog, you can describe your problem and submit your message. The "Include diagnostic data" checkbox shouldbe checked so that we can analyze the problem in detail.

Category: Troubleshooting, Version 2.x

In the SimpleSYN Mobile application on the Windows PC, under “Options > advanced options”, change the value for the “http port”, e.g. instead of “9238” > “9240”.

Then click on the link “Click here to update Windows configuration” to adjust the changed configuration.

Restart SimpleSYN Mobile and create the SimpleSYN Mobile account on the smartphone again.

Category: Operation, Troubleshooting, SimpleSYN Mobile, Version 1.x, Version 2.x

The earliest date that the Google Calendar app can display is January 1, 1970. The appointments were synchronized correctly, but cannot be displayed in the app.

For birthdays, we recommend storing them in contacts. Older appointments can also be added there and the calendar app displays them correctly.

Category: Troubleshooting, Version 5.x, Version 6.x

The behavior can occur if Outlook was installed in a different bit version than the previous version during the new installation. In this case, the bit versions of Outlook and SimpleSYN no longer match and SimpleSYN can no longer be started.

Uninstall SimpleSYN under the Windows control panel (or under "Apps") and then reinstall SimpleSYN.

If the behavior occurs again afterwards, then install SimpleSYN in the correct bit version as follows:

  1. First find out in which bit version (32 bit or 64 bit) Outlook was installed after the reinstallation. To do this, open Outlook and click on "File > Office Account > About Outlook". You can see the bit version behind the version number.
  2. Uninstall SimpleSYN from the Windows control panel  (or under "Apps").
  3. Then download SimpleSYN and navigate to the directory where the "SimpleSYN.exe" file (for the standard version) or "SimpleSYN_Business.exe" file (for the business version) is located (e.g. on the desktop or in the download folder) .
  4. In this directory, press and hold the „shift" key on the keyboard and right click in a free area and select " Open PowerShell window here " from the context menu.

  5. After that, the Windows PowerShell window will open.

    Now type in the following command and press the ENTER key (Note: Pay attention to the correct spelling. There is no space at the beginning of the command between ".\").

    With the standard version:

    When you have installed Outlook in 32-Bit, use the following command:
    .\SimpleSYN.exe Platform=x86

    When you have installed Outlook in 64-Bit, use the following command:
    .\SimpleSYN.exe Platform=x64

    With the business version:

    When you have installed Outlook in 32-Bit, use the following command:
    .\SimpleSYN_business.exe Platform=x86

    When you have installed Outlook in 64-Bit, use the following command:
    .\SimpleSYN_business.exe Platform=x64

  6. You can then install SimpleSYN. After the installation, SimpleSYN is started correctly again.

Category: Troubleshooting, SimpleSYN Mobile, Version 1.x, Version 2.x

If you set up the SimpleSYN Mobile account on the mobile device and made a mistake when entering the e-mail address or the password, there will be no error message with the old Android versions, but the settings are incomplete and synchronization cannot take place.

Make sure that "Server" displays a longer string of numbers and letters, followed by ".simplesyn.app".

If only"simplesyn.app" is displayed in "Server", you probably have typed in a wrong email address or password. In this case, tap the back arrow and check the email address and password details.

Category: Operation, Troubleshooting, SimpleSYN Mobile, Version 1.x, Version 2.x

If you want to make a backup of your Outlook data files, disable the synchronization of SimpleSYN Mobile and close the main window. SimpleSYN Mobile then no longer accesses the data files. After the backup, you can re-enable synchronization.

To deactivate the synchronization, right-click on the SimpleSYN Mobile icon in the notification area and select "Disable synchronization" from the context menu.

Category: Troubleshooting, Version 4.x, Version 5.x, Version 6.x

Please make a Outlook repair installation on this computer. Please follow this instruction:
https://support.office.com/en-us/Article/Repair-an-Office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b

Important: choose a full online Outlook repair installation and NOT a quick repair.

Category: Troubleshooting, Version 4.x

In this case there is an problem on the file "SimpleSYN.config", so SimpleSYN can not be started anymore.

To repair SimpleSYN on this computer, please follow these steps:

  • Open a Windows Explorer and navigate to this directory:

    For Version 4:
    C:\Users\[Username]\AppData\Local\SimpleSYN\4.0.0.0

  • In this directory you will find the file: “SimpleSYN.config” (may also be shown as just “SimpleSYN” without the extension .config).
  • Delete this file
  • Restart SimpleSYN

Then SimpleSYN starts normally again. You would then need to activate SimpleSYN only once with your license file.

If you no longer have the license, contact our support.

Category: Troubleshooting, Version 4.x, Version 5.x, Version 6.x

Close Outlook and SimpleSYN on the PC and then restart both applications.

If the behavior persists after that, check the following points:

  1. Select the right Outlook version in SimpleSYN under Options -> Advanced Options under “Outlook version”. Save the settings and restart SimpleSYN again.
  2. Make sure neither Outlook nor SimpleSYN is started with administrator rights..
  3. Check if SimpleSYN and Outlook are using the same Outlook profile. You can see the Outlook profil in SimpleSYN in the main window > Options.

Category: Troubleshooting, Version 4.x, Version 5.x, Version 6.x

The message "destination folder was not found" appears if the top folder level in Outlook (eg "Personal folders") has been named differently on the SimpleSYN client and SimpleSYN server. In this case, SimpleSYN can not assign the destination folders automatically because no new PST files are created by SimpleSYN.

Click on the "Select a different target folder" link and select the folder where you want to sync.

Alternatively, you can name the highest folder level identically on all computers in advance.

Category: Troubleshooting, Version 4.x, Version 5.x, Version 6.x

Open the SimpleSYN options > advanced options and under “Outlook version” select your current Outlook version (2016 or 2013).  Save the settings and restart SimpleSYN.

If the behavior still occurs:

  • Please uninstall SimpleSYN on this computer from the Windows control panel > program/features and install SimpleSYN once again

If the behavior still occurs:

Category: Troubleshooting, Version 4.x, Version 5.x, Version 6.x

Duplicate e-mails can occur on an POP3 account, when e-mails from more than one computer being synchronized are requested from the e-mail server. This is the case if the Outlook function “Leave copy of messages on the server” was activated in a POP3 E-mail account.

The tricky here is that SimpleSYN cannot force Outlook to stop downloading an email a second time on another computer. If the first computer downloads the mail from the email server and it gets synchronized before the second computer downloads it, Outlook cannot detect that the email is already there. The second computer will than download the email from the email server and you got a duplicate. As the first email is also already synchronized, SimpleSYN assumes that the second download is intentional and synchronizes this copy too.

In this case deactivate the Outlook function “Leave copy of messages on the server” so as not to save e-mails in your mail server and download them repeatedly.

To deactivate this function follow these steps:

  1. Open Outlook
  2. Open the Backstage area by clicking on “File“
  3. In the category “Information” click on “Account Settings” and “Add or Remove Accounts…”
  4. Highlight the POP3 E-mail account in question and click on “Change“
  5. Click on “More Settings“
  6. In the tab “Advanced” deactivate the check box “Leave copy of messages on the server“
  7. Confirm the changes by clicking “OK“
  8. Click on “Next“ and then on “Finish“

Category: Troubleshooting, Version 4.x, Version 5.x, Version 6.x

If SimpleSYN cannot establish a connection make sure the following is correct:

  1. Make sure SimpleSYN is installed and started on both the client and the server computer
  2. At least one computer has to be configured as SimpleSYN server and a second as SimpleSYN client
  3. Install the latest version of SimpleSYN on all computers that are to be synchronized
  4. Make sure you have an active internet connection on both computers
  5. Check whether the time is correctly set on both computers. Set the same time on both computers.

Additionally: 

  1. Make sure the correct server has been selected on the SimpleSYN clients.
  2. Make sure the password has been entered correctly.

Category: Troubleshooting, Version 5.x, Version 6.x

Open the SimpleSYN main window> Options> advanced options on the PC.

Check the box next to "Enable Outlook Add-In" and save the page.

Then restart SimpleSYN.

Otherwise, check once in Outlook under File> Slow and deactivated COM add-ins whether in this area the add-in has been deactivated and reactivate the add-in if necessary.

Category: Troubleshooting, Version 4.x, Version 5.x

This message can be triggered by flawed Add-Ins from Third Party manufacturers. Outlook Add-Ins from Third Party manufacturers can hinder communication between SimpleSYN and Outlook.

Known problems: You may receive this message if you have the Apple Mobile Device Support Add-In installed, which is automatically installed by iTunes. The Add-in may make the PST file unusable for other applications when Outlook is shut down. Then SimpleSYN will also no longer be able to access the PST file.

To avoid the problem do not close Outlook while SimpleSYN is running.

If you are not using iTunes to synchronize an iPhone/iPod with Outlook, you could also deactivate the Add-in in Outlook.