MobileMe: Troubleshooting syncing from Mac OS X

Products Affected

MobileMe Sync

Symptoms

If contacts, bookmarks, mail accounts, settings, or other data does not sync as expected, the steps in this article may help you resolve the issue.

Note: This article does not apply to calendar syncing. For more information about syncing subscribed calendars via MobileMe from iCal, refer to About subscribed calendars and MobileMe Calendar.

Resolution

Update to the latest version of Mac OS X

MobileMe members should use the latest available version of Mac OS X. Mac OS X v10.5 users should update to Mac OS X v10.5.8 (minimum requirements). Mac OS X v10.6 users should update to Mac OS X v10.6.8 or OS X Lion (recommended). To find software updates, see this article.

Verify your settings

In the Finder, choose System Preferences from the Apple () menu, click the MobileMe icon (".Mac" in Mac OS X v10.4.11), and then click the Sync tab. Make sure that you are syncing the information types you expect.

Confirm that a sync is not already occurring

If a sync is already occurring, the "Synchronize with MobileMe" checkbox will be grayed out. If a sync is occurring, make sure there is not an open sync alert dialogue and wait for the sync to complete.

Check online for your contacts

If your contacts do not sync as expected, check MobileMe Contacts. If the data is correct there, your data is on the MobileMe servers. If this is the case, reset the data on your computer with data from MobileMe:

Open MobileMe System Preferences (".Mac" in Mac OS X v10.4.11).
If you have Mac OS X v10.5.8, v10.6.8, or OS X Lion, click Sync and then click Advanced.
If you have Mac OS X v10.4.11, click Advanced.
Click Reset Sync Data.
Choose the affected data, such as contacts, and make sure the arrow is pointing from MobileMe toward your computer.
Click Replace.

If your data on MobileMe is not the most current data, and the most recent data is on your computer, reset your data on MobileMe with the data from your computer.

Create a new Mac OS X user

Because MobileMe Syncing on Mac OS X is user-specific, creating a new user is a great troubleshooting step that can help you identify your issue. After creating a new user, try syncing your data using that new user. Next, follow one of these two steps:

If you are able to sync your MobileMe account in a new Mac OS X user, log back in to the affected Mac OS X user and troubleshoot your keychain. If your keychain is working as expected, reset your SyncServices folder and try syncing again.
If you are unable to sync your MobileMe account using a new Mac OS X user, try deleting all sync data on MobileMe (these steps are only possible in Mac OS X v10.5.8, v10.6.8, and OS X Lion):
1. Open MobileMe System Preferences.
2. Click Sync > Advanced.
3. Mac OS X v10.5.8: Select each computer and choose Unregister for each computer.
  Mac OS X v10.6.8 or OS X Lion: Select each computer and choose Stop Syncing Computer.

When the sync is complete, you will see an alert asking if you want to delete the unused sync data on MobileMe. Select the option for each data class and click Delete. Restart your computer and then try syncing with MobileMe again.

After performing all of the steps above and you are still unable to sync:

Try syncing just one data type, such as contacts, until you isolate the issue down to a specific data type (if you are syncing multiple data types).
Repair permissions.
If you have a firewall or many devices in your network setup, try simplifying your connection to the internet and then syncing again. If you have a portable computer, take your computer to a location with a different network and try again.

If these steps do not resolve your issue

If you need further assistance, contact MobileMe Support. Be sure to provide a detailed description of your issue, which troubleshooting steps you have performed, and any other information you feel may be relevant to your issue (such as the text of any alerts you might have seen).