iSync doesn't sync with a Symbian OS phone after pairing

When you try to sync your Symbian OS-based phone with your Mac using iSync (after successfully pairing it with your Mac), you may encounter one of the following messages or situations:

"Could not establish connection to [name of the device]"
"Can't synchronize contacts to [name of the device]: device is not available"
Can't install iSync Agent due to a "security alert"

If this happens to you, here are some troubleshooting tips.

Note: iSync 2.0 is included with Mac OS X 10.4 Tiger.

Troubleshooting tips and tricks for iSync version 2.0 only (1.5 tips below)

• Make sure you have enough free memory on your phone
  When you first connect your phone to use with iSync, make sure you have enough free memory on the phone. If your phone's memory is full or nearly so, issues may occur. iSync will tell you if there is not enough free space to install iSync Agent ("iSync could not copy iSync Agent to your phone")—if you ignore this message or click Retry, all of your data might not sync (see "Make more memory available" below to resolve the issue).


• Make more memory available
  If you're short on memory, you can free some up by deleting unused or unwanted files from your phone. You should also turn your phone off and back on after you delete stuff.
  
  Some of the unused or unwanted files you might want to consider are contacts, calendars, text messages that you no longer need, email, pictures, sounds, and movies. For example, after you install the iSync Agent and read the message that iSync sends to it, you can delete that message to free up about 200 KB of phone memory.


• Reinstall iSync Agent
  If you didn't successfully install iSync Agent due to low memory, follow these steps (after freeing up some memory) to ensure that all your data syncs:
  1. Select your phone in iSync, then choose Remove Device from the File menu.
  2. Turn your phone off and then back on.
  3. Locate iSync Agent on your phone (if it's there) and delete it⁽¹⁾.
  4. In iSync, choose Add Device from the File menu.
  5. Follow the onscreen instructions in iSync and on your phone to set up what content to sync.
  6. When setting up the phone, from the "For first sync" pop-up menu, choose "merge" or "erase" (your choice). Remember that selecting erase will erase any calendar and contact data currently on the phone and replace it with what is currently in Address Book and iCal.
  7. Sync!
     
     Tip: If you remove your phone from the list of devices in iSync, then quickly add it back and send iSync Agent to your phone again, you may see this alert message on your phone: "A problem occurred during the uninstallation." If this happens, wait 5 minutes before sending the agent to the phone again.
  
  Note: When memory is full on your phone, iSync Agent may close the connection but not mention that memory is full, which may cause some information to not sync. If you're phone is short on memory, try syncing an Address Book group with fewer contacts or fewer pictures (or, of course, freeing up even more memory on your phone). Don't forget to turn your phone off and then back on afterwards.


• Make sure iSync Agent is installed correctly
  If you installed iSync Agent after adding your phone to iSync and saw an "Installation Complete" message at the end of the installation (which includes opening the iSync Agent message on your phone and following its instructions), it should be installed correctly. If you don't see this message, iSync Agent may not be installed correctly. Follow the steps in "Reinstall iSync Agent," above.

  Tip: If you can't get the iSync Agent to install on your phone due to a "security" alert, check the phone's security settings to make sure they will allow application installation. Some phone models from certain providers come preset with security settings that could prevent you from installing iSync Agent or other applications. For example: On a Nokia 6630, go to Tools > Manager > Options > Settings > Software Installation, then set this option to ON. After installation of the iSync agent, you can turn this option off again if you prefer.

  These settings can vary from phone-to-phone. Consult the documentation that came with your phone for more information.

Troubleshooting tips and tricks for iSync version 2.0 and 1.5

• Verify that Bluetooth is turned on
  Sometimes Bluetooth on your Symbian OS phone may inexplicably get turned off. If your phone isn't syncing, try turning your phone off and then back on. Then confirm that Bluetooth is on before trying to sync again.


• Try syncing again
  If you see an alert message that says, "Cannot connect to the devices. Can't connect to channel on devices (Server might be down)" after installing iSync Agent, wait one minute, and then try syncing again.


• Avoid syncing with third-party applications on the phone
  It's OK if you use third-party syncing applications other than iSync on your phone. Just remember not to run them when iSync is syncing. Some might not work with iSync.


• Authorize connection settings on the phone
  Each time you sync with a Symbian OS-based phone via Bluetooth, you'll need to reply to an authorization message on the phone, even if the phone is properly paired. You might miss this message on the phone. If you miss or reject these messages, iSync may not operate correctly and display this message:
  
  
  "Agent not running on the device"

  To avoid having to reply to the phone's authorization messages, authorize your computer to communicate with your phone in your phone's Bluetooth settings. Check the documentation that came with the phone for more information.

  To see if this is an issue, open iSync and click Sync Now. Watch the phone closely. If the authorization window appears, grant the authorization.



• Update the phone's firmware
  Some phones may require that you update its software to function properly. Contact the phone manufacturer or service provider about update availability and service options. Be sure that you try switching the phone off and then back on to see if it resolves the communication issue. You may need to do this each time you sync the phone.


• Check your Bluetooth adapter
  If you're using a Bluetooth adapter, some of them (including any D-Link DBT-120 USB Bluetooth adapter prior to revision B2) do not work with simultaneous multiple connections. This means you cannot use more than one Bluetooth device at the same time. Other applications, such as Address Book, HotSync Manager, Ericsson Clicker, or any other application communicating over Bluetooth, could also interfere with iSync.
  
  If you have lots of Bluetooth devices, you can check out what's going on in the Bluetooth preference pane in System Preferences. Devices that appear in bold are active. If more than one device is active, try deactivating all other devices except for your phone, then try to sync again.
  
  Some Bluetooth adapters may not be available after restarting your computer. In most cases, disconnecting and reconnecting the adapter will make it active again.

Troubleshooting tips and tricks for iSync 1.5 only

• Check for personal firewalls
  A personal firewall limits access to your computer through network connections on certain ports. See "iSync 1.1: Some Phones May Not Sync if Firewall Is On" for more information.

1. For additional information on how to remove applications from your phone, please consult the documentation that came with your phone.
   Note: If you are attempting to uninstall iSync Agent from a Sony P900 phone and are unable to remove it successfully, consider performing a master reset of the phone. Keep in mind that this will erase all of your contacts, calendar items, and other personal data on your phone—please consider backing up this data first. Consult the documentation that came with your phone for more information.

Important: Information about products not manufactured by Apple is provided for information purposes only, and does not constitute Apple's recommendation or endorsement. Please contact the vendor for additional information.