Losing USB/Active Sync connection experience

[lshale]

I thought I would share my recent experience with my Dell Axim x3i in hopes that it might help someone else. First a little background: my Axim is 11 months old with all ROM and other updates installed. Using ActiveSync 3.7.1. Home PC is a 2 year old Gateway using XP Pro with the SP2 service pack installed. Previously, I would cradle my Axim each evening, sync it in the morning, and take it to work again. About ten days ago, the Axim would begin to spontaneously disconnect from the PC while it was cradled. Very inconsistently. Usually the end of the syncing tones would sound, then the USB disconnect tones would sound shortly after. No new programs installed on the PC or Axim. Sometimes I could take the Axim out of the cradle and put it back in and sync fine – other times it would not even show up as being connected. Sometimes it would begin to sync, get halfway through syncing a particular category then stop and eventually disconnect. Yet other times, it would begin to look for changes, and freeze up. Occasionally, after a successful sync, it would remain connected for up to 6 hours, other times 1 minute – then disconnect. (The ActiveSync icon in the tray would turn gray – eventually the USB status lights on the powered hub would show the unit as disconnected and make the ‘bleep/bloop’ sound). The inconsistency was driving me nuts. I also began noticing ‘out of memory’ errors on the Axim when copying and pasting files internally and occasional lock ups. Using the PC File Explorer, sometimes the ‘mobile device’ would show up and I could see the Axim and Storage Card information, other times not. Here is what I did to try and remedy the situation – all with no success (numerous Axim soft re-sets and PC re-boots mixed in):

• Uninstalled, rebooted PC, and reinstalled Active Sync 3.7.1
• Plugged cradle in other PC USB port
• Verified no USB error problems via PC Device Manager
• Tried the Dell USB cable (versus the cradle) in the original PC USB slot and other USB slots
• Unplugged all other USB devices on PC leaving only the Axim cable/cradle connected
• Connected the Axim to the PC using a powered USB hub and directly with no hub between
• Soft re-set the Axim while in the cradle
• Checked and cleaned contacts on the Axim and the cable/cradle
• Replaced the Axim battery
• Tried syncing with the Storage Card removed
• Did a PC System Restore and Axim backup restore to points well before the random disconnects started happening
• Deleted the Axim partnership and started new
• Verified that the XP Firewall had exceptions for ActiveSync and completely shut off the firewall
• Disabled PC anti-virus software
• Ran complete PC system virus scan and Spybot 1.3 system scan – both with latest updates
• Installed ActiveSync 3.7.1 on another computer and hooked up the Axim with the Dell cable
• Performed a hard re-set of the Axim and tried it on the original PC and the other computer
• Performed a hard re-set of the Axim and re-store of a backup and tried it on the original PC and other computer

I think that pretty much covers it all. I will add that the re-store from the backup seemed to progress well up to 85%, then said it was finished. Several programs were not replaced on the Axim.

This led me to believe that the Axim itself had some sort of internal problem (ya think?!). So I called Dell Tech Support and about 2 hours later, a replacement unit was being processed for shipment. I had to be firm with the rep and tell him I was not going to make any changes to my PC to accommodate what I believed to be a defective Axim (I did not think that was necessary as I had tried to sync the Axim on a separate computer and had the same problems and due to the other Axim internal memory errors that occurred when it was not connected to the PC).

When I received the replacement unit (surprisingly fast by the way – tech support call was Sunday night, new unit received at the house Tuesday), I uninstalled ActiveSync from my PC, rebooted it, installed ActiveSync, rebooted, and cradled the new Axim. I waited a while to be sure it stayed connected. Then I began installing ROM updates and other programs – watching the unit carefully for any errors or disconnects. All installations and upgrades went fine and to date (60 hours of use and multiple syncs and hours in the cradle), I have had no errors or disconnects.

I hope this grueling and lengthy process helps someone else in terms of options to try if they run into a similar problem.