BlackBerry® Enterprise Server Version 5.0

[br1ang]

I have attempted contacts>options> type rset> "This will erase your Desktop contact list and reload it from the server".

-Fail

I have attempted Options >Advanced Options>Enterprise Activation>Type in your email>Activation password

-Fail

I have attempted Options>Advanced Options>Enterprise Activation>the email field press and hold the ALT key and type CNFG.

Once you enter this a hidden menu will appear and you need to change “Wireless Sync” to No,

now exit this menu and wait 30 seconds and repeat the process but turn sync back to Yes.

Once you’ve changed this setting you will see a slow sync will automatically start and it will repair all the wireless sync settings. 

-Fail

I have attempted Contacts>Options>type "rset">confirm clearing the address book. Say OK.

 After that, go into Options>Advanced Options>Service Books and delete the Desktop[SYNC] sb. Then as admin, I resent service books to phone

-Fail

Hard Reset of phone (remove battery, then boot)

-Fail

It is only one user that is having difficulties syncing contacts from BES to his phone.  All other users are able to access their contacts from the server.

I am at the last option of wiping the BB, but was wondering if there is another solution as to why this phone is having problems? 

Any assistance would be greatly appreciated.

[knottyrope]

if it is a corrupt contact

In outlook Make a new folder for contacts called backup

move all contacts to the folder and wait for all to be removed from device

then pull battery on device and put back in

After device boots move contacts from backup to the contacts folder and wait for them all to appear

Make a new contact in outlook and see if it gets to the device.

[br1ang]

I forgot to mention that attempt.

I created a folder in his Inbox called backup contacts.  Dropped all his contacts into that folder.  Asked him to do a hard reset.  After that, i dropped his contacts back in the proper folder in his outlook inbox.

-Fail

[knottyrope]

---

br1ang wrote:

I forgot to mention that attempt.

I created a folder in his Inbox called backup contacts.  Dropped all his contacts into that folder.  Asked him to do a hard reset.  After that, i dropped his contacts back in the proper folder in his outlook inbox.

-Fail

---

start looking at MAGT MADT and SYNC logs for that user and see if anything stands out.

default location :\Program Files\Research In Motion\BlackBerryEnterprise Server\Logs

Also look in event veiwer to seef if any errors or warnings pertain to your issue

Please post back the log info minus personal info

to isolate an affected user on a static messaging agent , then look for the MAGT log for that agent (while trying to send/receive messages). The format you'll be looking for is:

BESName_MAGT_##_yyyymmdd_####.txt

Where the first pair of digits are the Agent ID you set.

[br1ang]

MAGT Entry of affected user:

(02/07 00:23:56.810):{0x1754} User settings: email=user@domain.com, routing=S3194867, service=BES, device=31B1C1B0, calendar=0, MDS=1, userOTAFM=63, incradle=0, SMIME=0, sentItems=1, dir=user, server=MAIL (session : 0x029f28e0)

SYNC Entry of affected user:

(02/07 00:00:01.548):{0x1680} [SYNC-DSession] Received 54 bytes from device. [user:342, SID=1456706553, SEQ=1/1]
(02/07 00:00:01.548):{0x1680} [SYNC-DSession] Contain 0 record(s) and 2 command(s) from Backup.Phone Call Logs [user:342]
(02/07 00:00:01.876):{0x1F20} [SYNC-DSession] Send 1 packet(s) with 8 bytes to the device. [user:342, SID=1456706553, CLID=115, ECLID=9, TAG=7085032, ST=20]
(02/07 00:00:01.876):{0x1F20} [SYNC-DSession] DSession is finished. [user:342, SID=1456706553, CLID=115, ECLID=9]

MAST Entry of affected user:

None

I don't see any errors in the Event Viewer pertaining to the affected user.

The only thing I haven't tried was wiping the handheld, but I just want to cover all the other bases before doing that. (if possible)

[knottyrope]

maybe it is not set in BAS to wireless sync?

[br1ang]

I did notice one discrepancy from the affected user versus all other users.  The user's wireless calendar is disabled, while other users are enabled.  Could this be affecting contacts sync?

[knottyrope]

yes calendar can do wierd thing with contacts at times

[Alex_C]

Hi all,

I once had a similar issue with one user and his contacts...

After hours of researching, testing and log file digging, I deleted the user, re-added him to BES, and re-activated his device. Issue solved.

It seems to me that sometimes a page in the DB can get corrupted, which affects users in some weird ways.

Cheers,

Alex

[br1ang]

There are 2 selections to delete the user.

Yes - Delete this user

Yes - Delete the user and remove the BlackBerry information from the user's mail system

Which do I select?