Moved to new computer - unable to synch to Companion Link

[Stu McDonut]

Hi!


I am now using CompanionLink with Windows 10 and Outlook 10 is my primary database. I am synchronizing my Android device via USB. I've been using DejaOffice and synching to Outlook via CompanionLink ver 6 on USB since 2014.

I have purchased a new PC. I have downloaded version 7 of Companion Link to it.
My current version of DejaOffice on my Android phone is 4.3.6. It works just fine for me so I never updated in fear it would never work properly.

Anyway, the first time I tried to synchronize to outlook 10 via usb port, it wouldn’t take. I’ve tried several times with no luck. I’ve gone through the “Reinstall Companion Link On a New Computer” info and still no luck. I’ve gone through the “Setup Guide – Sync Android via USB” and again, no luck.

I do not get the “Allow Access to Device Data” message when I plug in the phone like on my old computer. I’ve gone through the instructions on getting it to do so, but no luck.

Also, I have webroot antivirus. On my old machine I had Eset.

Don’t know where to go short of calling in.

Any remedies you could provide for my situation would be helpful.

Thanks!

** Stu **

Stu

[DJOCTO]

Stu,

Plug in your phone and on your new PC browse to the files on the phone. Select your Phone in Windows File Explorer and see if they are visible. If they are not visible then it is a Windows Driver issue or a cable issue.

If you can see the files, probably the CL version is too old. Are you using Android 7 or a higher version 8, 9 or 10? You can try Wi-Fi but that can get you in a different set of problems when using a 6 year old program with a phone with a newer OS.

Wayland

[Thomas]

Stu,

We did a little verification here, it looks like USB sync on OS 10 works as far back as CompanionLink 5. For USB Sync two main requirements:

1. The Phone as to be connected for "Transferring Files". When you connect the Android to the PC via the Cable, pull downward from the top of the phone to see the Notifications panel. Towards the bottom you will see the USB connection. Tap this and if it shows "Connected for Charging" tap that message again to see all of the Connection Modes. Change this to the Transferring Files" option. Our inhouse Pixel on OS 10 seems to always default to the "Charging" mode.

2. In DejaOffice, under Settings, General Settings, ensure the option at the bottom for "Use Local Storage for DB" is unchecked. If this is enabled the DejaOffice files are not in the correct place to allow for USB sync to start. If it was checked, uncheck it, return to the main DejaOffice menu and tap "Exit" at the bottom. Reopen DejaOffice, Open CompanionLink on the PC, ensure the Phone is in the File Transfer mode (See 1 above) and tap Sync in DejaOffice.

Does this correct the sync not starting issue?

[Stu McDonut]

Thomas-

Hi!

I just got back to trying this out - 10 months later. I've been backing up on my old tower with the same specs as in the original post, since I couldn't get the new setup to work.

On my new computer I have a trial version of Companion Link 9 which I downloaded today. The issue with synching seems to be that CompanionLink cannot find my Outlook 10. It keeps trying to bring up a title page of "Welcome to OutLook 2016". It goes looking for OL 16 and then gives an error code saying it couldn't find it and synch was incomplete.

By the way, I went through all the items you listed (1 and 2), and my phone comes up with all the correct settings that you requested.

Also on the new computer I do not get the “Allow Access to Device Data” message when I plug in the phone like I do on my old computer.

How do you get CompanionLink to find the Outlook 10 that is already on the new computer.

Let me know.

Thanks!

** Stu **

[Thomas]

Stu,

CompanionLink looks for the most recent version of Outlook on the PC, it sounds like this one might have come preinstalled. There are two spots to check in Windows 10.

1. Click the Search in the bottom left of Windows and type "Control Panel" in the search.
2. Open the Control Panel and select Programs and Features (it might say "uninstall a program".

In this list do you find two Microsoft Office installs? A 2010 and likely a "365" install? If so you would need to Uninstall the 365 version, then run a Quick Repair of the 2010 version:

https://www.companionlink.com/support/kb/Repair/Re-install_Outlook_2003,_2007,_2010,_2013,_2016

The other place:

1. Click the Start Menu of Windows 10, select the Gear on the left side and choose Apps.
2. On this list check for Microsoft Office Desktop Apps.

This is the "Windows Store" version of Office. Same steps as above to remove then repair the 2010 install.

[Stu McDonut]

Thomas-

I found a Microsoft Office Desktop App. I deleted it. I ran a quck repair of the Microsoft Office Professional Plus 2010. I didn't find any other Outlook or Office programs in "programs and features", so I did nothing with that.

I plug in my phone, the phone goes through its synch and waits like it should for Companion Link. Now, Companion Link replies and tries to start a synch on its side but this message comes up after a few seconds "A different Outlook profile is currently open than the one desired. Please close outlook and try again". Well, outlook 2010 isn't open to begin with. Is is supposed to be? I never had it open on my old tower - I just had companion link open, then I selected "synch" from my phone?

Is there still a hidden one open?

What do I try now?

Let me know - thanks!

** Stu **

[Thomas]

Stu,

Sounds like you might have more than one Outlook profile.

1. Open CompanionLink
2. Click Settings on the left advanced in the bottom left.

At the top do you find an Outlook Profiles tab? If so what are the options here?

You can verify your current Outlook Profile name in the Windows Control Panel under the "Mail" option, then select Show Profiles. Check which one is set to "Always Use" at the bottom. Then match this in the CL Outlook Profile tab.

[Stu McDonut]

Thomas-

Following you directions, I was able to get the Windows Control Panel "Mail" option profile to match the CL Outlook Profile tab selection. Now everything synchs!

Thanks for you help!

** Stu **

[Thomas]

Stu,

Glad to hear it!