Occasionally I get an e-mail from a customer asking for help with a connection issue with TaskTask. Depending on the nature of your server configuration, TaskTask may not be compatible. TaskTask works best with Exchange 2010 and Exchange 2007 servers, but is compatible with Exchange 2003 SP1 or later servers as well. To find out how to tell what version of Exchange you have, click here.
The most common issues that have been reported are issues around credentials / authentication, and error 8002, bad server response.
Credential errors (bad username or password)
These can be caused by a number of factors, including mistyping your e-mail address, username, password, domain, or server addresses.
Steps to Try:
- Launch TaskTask, tap on the Action icon () and go to the Options screen. Tap on Account Info to access these settings.
- Check that your username is entered properly. In some cases your username may be the same as your e-mail addresses.
- Retype your password, making sure you type your password accurately.
- Determine if you need a domain: when you access Outlook Web Access, if you log in with an identifier + your user name (like “CORP\ryan”), then you probably need to enter a domain. The part of your username before the \ when logging into Web Access is your domain, in the example above “CORP” should be entered in the domain field.
- Sometimes the settings required to access Exchange Web Services are different than the settings used to access your mail, calendar, and contacts on your phone. Check with your mail server administrator to see if you need different settings for Exchange Web Services.
Bad Server Response (Error 8002 and 9002)
These errors mean that TaskTask expected one result from your server, but received something else instead. Usually this happens when TaskTask is configured for one server type (say Exchange 2003) and your server is using a different server type (Exchange 2010). This can also happen if your server does not support Exchange Web Services.
Steps to Try:
- Launch TaskTask, tap on the Action icon (), and go to the Options screen. Tap on Account Info to open the server settings.
- Scroll down to the Server Type setting, and try changing the type (either switch to Exchange 2007 or later, or Exchange 2003). If you know the specific version of Exchange you have, make sure TaskTask is configured for that server type.
This error can also indicate that your Exchange administrator has blocked Exchange Web Services access. If you have an Exchange 2007 or later server, you can check to see if Exchange Web Services are available by visiting http://<servername>/EWS/Exchange.asmx, and entering your credentials in the browser. If access is available, you should see a bunch of computer looking text, starting with <?xml version=”1.0” encoding=”utf-8” ?>.
If when visiting the URL above, you get an access denied (401) or page not found (404) error, then Exchange Web Services is not available on your server. You will need to contact your server administrator and see if they can enable access to Exchange Web Services.
If you still have problems after trying these steps, you can enable logging in TaskTask to collect a log file of the interaction between TaskTask and your server. This log file may be useful to your Exchange administrator to determine why TaskTask cannot connect to your server. You can also send the log file to TaskTask support, and we can evaluate the log file to determine if there is a configuration error or a bug in TaskTask.
To enable logging:
- Launch TaskTask and tap on the Action icon () to open the Options screen.
- Tap on Advanced to show Advanced Options.
- Scroll down to Enable Logging:
- Switch on both Enable Logging and Protocol Logging (in TaskTask 3.0, the second option is Verbose Logging, switch it on as well):
- Tap Options, then TaskTask to return to your list of tasks.
- Tap the Refresh button to force a refresh of your tasks on the server. You should see the same error occur shortly after tapping this icon.
- After an error message appears, tap on the Action icon () again to open the Options screen.
- Tap on the Log button (top right corner) to send an e-mail containing the latest log files.
When submitting a log file, make sure you enter some description into the e-mail about what you were trying to do when the error occurred. Log e-mails that do not contain a description of what happened are not always processed.