AbacusSync Knowledge Base

AbacusSync Knowledge Base

Our knowledge base is designed to give you a quick, accurate answer to your questions no matter when you need it. If you can’t find the answer you can call us, email us or submit a ticket for a rapid response.

Device Configuration

How can I configure my device for use with AbacusSync?
Select the My Device page in AbacusSync.com and you will be prompted to choose your device.

After selecting the manufacturer from the drop-down list locate and select the correct device model. If your device is not listed but you believe it is compatible you can select the "Other" manufacturer and then select the "Any" device.

After selecting a device model you will be prompted to confirm this. After confirmation you will be shown information on how to configure your device, whether by automatic over-the-air configuration or by manual configuration.

If your device supports over-the-air configuration click the Configure button and enter the required information to send the configuration details down to your device.

For manual configuration you will be given the basic information required but you will need to follow the instructions found in your device user guide in order to locate and configure the sync application on your device.

My device isn't listed in the supported devices list. Is my device supported?
We are constantly updating our Supported Devices list, however, new devices are released daily. Please let us know what device you are using and we will investigate and add the device to AbacusSync if it's found to be supported.

The quickest way to do this is to submit a supported device request via our Is My Device Supported form.

While waiting for your device to be added you can select a generic device from the device list. You can find this by selecting the "Other" manufacturer and selecting the "Any" device from the Select Device list.

When configuring my device in AbacusSync it says it cannot be configured over-the-air. What does this mean?
This just means that you cannot send an automatic configuration message to your device and you must try to configure it manually.

In your phone's user guide you should find instructions on how to locate and configure the synchronisation application on your device.

The basic settings require for manual configuration can be found in the question answered below.

My device cannot be configured automatically over-the-air. How do I configure it manually?
In your device's user guide you should find instructions on how to locate and configure the synchronisation application.

The basic settings require for manual configuration are as follows:

Sync server URL: Label
Username: Your AbacusSync username
Password: Your AbacusSync password
Calendar database: Calendar

I am using a Palm OS/Windows/Blackberry/Android device. How can I configure it to synchronise with AbacusSync?
Unlike many other mobile devices Palm OS, Windows, Adroid and Blackberry devices do not have the sync software pre-installed. AbacusSync.com provides a free sync application for these devices.

You can obtain more information using the links below:

Blackberry
iPhone
Android
Windows touch screen
Windows non-touch screen
Palm OS

How do I configure AutoSync on my device?
Not all devices support the AutoSync feature. Please refer to your device or sync application user guide for details of AutoSync configuration. There is now a 3rd party application available that allows AutoSync to be used on Symbian based devices. You can find more information here.

Calendar

What is the sync window and how can I configure it?
The sync window is the time frame containing the events that will be synchronised when using AbacusSync. This can be changed to a maximum of 365 days past and 365 days future of the current date. Only events that exist within your sync window will be synchronised, any events that exist outside this sync window will be ignored until they do fall within the sync window.

Synchronisation

How do I start the synchronisation process?
The synchronisation process is initiated from the device. This is done from within the sync application found on your device.
Your device manual should provide information on how to initiate the synchronisation process.

How can I synchronise my PalmOS device via the USB cradle/cable?
Unfortunately, the Palm HotSync software does not allow an IP connection to be established through the cradle/cable. Because of this the AbacusSync client will be unable to communicate with the AbacusSync server. There is, however, 3rd party software available that will allow an IP connection to be established through the cradle/cable. One such application is the PPP software from Softick.com. An evaluation version can be obtained from their website. Once installed and configured this software will allow the AbacusSync client on your device to correctly establish the necessary IP connection with the AbacusSync server and will allow the synchronisation process to take place.

What connection methods can I use to synchronise with AbacusSync?
Your device must be able to establish a valid IP connection in order for it to communicate with the AbacusSync service. Connection methods such as GPRS and Wi-Fi allow this, as does cradle-based connections (for Windows and Palm based devices).

Is it possible to configure the device to synchronise automatically?
Not all devices support the AutoSync feature. Please refer to your device or sync application user guide for details of AutoSync configuration.

Can I synchronise my contacts using AbacusSync?
Yes, AbacusSync allows you to synchronise your contacts between your device and the AbacusLaw Contacts manager.

Is it possible to synchronise one-way only?
The current release of AbacusSync now supports one-way synchronisation modes on compatible devices. "Update Server", "Update Device", and "Reload Device" synchronisation modes are now officially supported.

Troubleshooting

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

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

What is error code 511?
Error code 511 is the error code used by AbacusSync to terminate a sync when it has encountered an unexpected problem. This could be caused by many factors so we cannot offer a detailed explanation in this help page.
If you receive this problem please contact us directly providing your AbacusSync user name, the date and time of the failed sync, the device you are syncing with, as well as information on anything that you may have done differently during that particular sync.
We can then check the log files for that sync and find out what caused the error.

Why do I get a connection error when starting the synchronisation process?
A connection error is usually displayed if the sync application on your device cannot establish a valid IP connection to the AbacusSync server.
Please ensure your connection settings are correct for your device.

My Palm OS device is hanging during a standard calendar sync with the Palm Desktop software. How can I fix this?
A quick work around to this problem is to use one of the options found in the AbacusSync client on your device. This is called "Clean up deleted records" and can be found on the Options menu. Using this option will allow you to perform a sync with the Palm Desktop software successfully.
Please note that this is not a permanent solution. We're still in talks with the client developers to try and locate the true cause of this problem so we can fix it.

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 AbacusLaw, and also in your AbacusSync 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.

My sync log shows a "Remote Server: Internal Error (500)" message. What does this mean?
This indicates that there was a problem communicating with your AbacusLaw Calendar. It is usually a temporary problem so attempting the sync again in a few minutes will more than likely succeed.

The sync log is showing a "Remote Server: Bad Request (400)" message. What does this mean?
This message usually indicates that a request sent to AbacusLaw (an event being added or replaced etc) was invalid in some way. Please contact AbacusSync support directly so they can investigate the request that was sent.

I've sent a configuration message to my device using the Configure Device page but I haven't received it.
We are aware of problems sending the configuration messages to certain network providers, Cingular is one of these providers.
If you are on the Cingular network you will be unable to receive the configuration messages and you will need to configure your device manually.
If you are not on the Cingular network but still haven't received the configuration message please contact us directly stating your network provider and the make and model of your device and we will investigate the problem.

Why am I getting an "Authentication Failed" message during a sync? My AbacusSync details are correct on the device.
If you are certain that your AbacusSync login details are correct on your device but are still getting authentication failures then it indicates that you may not be authenticated with AbacusLaw correctly. Please contact AbacusSync support directly so they can investigate the request that was sent.

What does code 420 mean on my device?
A 420 code is used by the device to indicate that there is no more room to store the data being sent from AbacusSync.
Please ensure your device has enough free memory and try the sync again.

I've received a 406 "Feature Not Supported" message on my device. What does this mean?
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 AbacusSync and will cause the sync to end with a 406 error.

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

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 AbacusSync account (even if the replacement is the same model device). Your AbacusSync 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 delete your device from your AbacusSync account and then re-select the device. After ensuring your calendar settings are correct in AbacusSync (sync window etc, if applicable) your new device will be able to synchronise with your account.

I'm getting a 503 error on my device. What does this mean?
Error code 503 is generated by AbacusSync 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 requests in the backround and appeared that it had froze 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.

I've received a "Demo Expired" message on my AbacusSync client. What does this mean?
A "Demo Expired" message is displayed on devices using the AbacusSync 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 manually downloading the latest client from the links found here, or by using the "Check for updates" option inside your existing client.