Desktop Software for Mac

[bbernard]

Using à BB Bold 9900 (had the same problem with my previous Curve) and Mac OS X 10.6.8.

Using BB Desktop Software 2.2.1 (build 7).

Unable to sync contacts between both BB and Mac, even though :

- I get a chech mark near the Contacts Item after syncing

- Syncing engine seems to be busy with the Contact DB doing a job (whichone?) for a couple of minutes

- no error messages at the end

- I have selected all categories in my address book

- iCloud is NOT installed on my Mac

Have already tried to forget device and reinstall all on Mac + reboot BB

Have already tried to repplace all Contacts on BB with Contacts in Addres Book...

I have gone thourgh the database and forum to try to find a solution, without results so far.

Anyone can help?

Thanks

[ViciousFerret]

Hey bbernard,

Welcome to the BlackBerry Support Community Forums.

I can definitely investigate further.  I have a few questions for you.

Are there any contacts in the BlackBerry® currently?

How many contacts are you trying to transfer?

I would suggest backing up all data using BlackBerry® Desktop Software™ and then perform a security wipe on the BlackBerry®.   www.blackberry.com/btsc/KB14058

When completed go to Device>Forget Data.  Then test the synchronization.

Let me know how the results go.

[bbernard]

Hi,

I have about 4500 contacts in AddressBook and on the BB.

I have already done a back-up and a security wipe on the machine.

I have re-installed everything at least twice... on BB & on the Mac (+ forget device)

The real problem is that the BB Desktop Software doesn't connect to the AddressBook.

It's not showing the categories of contacts in the Contact Information Window.

I should probably erase a file on my Mac, but I don't know which one...

I have already deleted history on iSync on the Mac...

I believe that the problem started when I tried to sync my AddressBook with google.

But, I removed all google accounts from my AddessBook preferences...

Any other suggestions?

Thx

[ViciousFerret]

Hey bbernard,

Thanks for the reply and sorry for the delay in responding.

Here is what I'm going to suggest, you can uninstall the Mac version of BlackBerry® Desktop Software™ but it will bring back the issue.  I'm going to suggest a clean uninstall of the BlackBerry® Desktop Software™ and then create a backup of your contacts on the Mac and clear this list out and re-import the contacts back so iSync notices it has new data.

1. Perform the uninstall as per normal by double clicking on the uninstall button in the Mac BlackBerry® Desktop Software™ installation file.

2. Once completed, remove the following files:

/Library/Application Support/BlackBerryDesktop

/Library/Preferences/com.rim.blackberrydesktopmanager.plist
/Library/Preferences/com.rim.blackberrydesktopmanager.plist.lockfile
/Library/Preferences/com.rim.blackberrydevicemanager.plist
/Library/Preferences/com.rim.InstallerLauncher.plist
/Library/Preferences/com.rim.pkg.BlackBerry-Desktop-Software-Installer.plist
/Library/Preferences/com.rim.pkg.BlackBerry-Desktop-Software-Uninstaller.plist
/Library/Preferences/com.rim.pkg.BlackBerry-Device-Manager-Installer.plist
/Library/Preferences/com.rim.RimLaunchAgent.plist
/Library/Preferences/com.rim.Uninstall-BlackBerry-Desktop-Software.plist

/Applications/BlackBerry Desktop Manager.app

/Library/Caches/com.rim.blackberrydesktopmanager
/System/Library/Extensions/RIMBBVSP.kext
/System/Library/Extensions/RIMBBUSB.kext

3. Empty the trash bin and restart the computer. 

4. Create the backup of your contacts on the Mac and clear out all the contacts in Mac Address Book and then import them back.

5. Install BlackBerry® Desktop Software™ from www.blackberry.com/desktop.

6. Restart again and then open BlackBerry® Desktop Software™ and connect the BlackBerry®.  

7. Then check to see if any groups are appearing in the contacts area in the BlackBerry® Desktop Software™.

Let me if the issue arises and let me know if you have any more questions.

Cheers.

[bbernard]

Hi Vicious,

Thx for your help.

Have followed all the steps, without success...

When I select "Contacts" in BBDesktop, the window is not showing any category... as AddressBook on the computer was empty. BBD can't access the AddressBook dbase on the Mac, for a reason that I ignore.

My comments :

1° After uninstalling BB desktop, have only found the file RIMBBUSB.kext, to erase manually.

All the other where already gone during the automatic uninstall step.

2° Have not perform "Forget Device" on BBD and have not erased history in iSync, as it was not required in your procedure.

I'm considering switching from OS Lion to OS Leopard on my Mac.

Do you think that this could help and have an impact on our problem?

Will send you the iSync log file in a private message, in case it could be useful...

Thank you again for your reaction.

Bernard

[ViciousFerret]

Hey bbernard,

Sorry for the delay in replying.

Here is the next steps that I am going to suggest for you:

1. The category field will show empty if there is no groups present in the Mac Address Book.

2. Also since the contact sync is not working what so ever, I am going to suggest you send me the

BlackBerry® Desktop Software log for the day.

Follow the steps here and attach the file to the forum post and not a private message.

1. Open Finder
2. In the Menu Bar, click Go
3. Select Go to Folder
4. Enter ~/Library/Application Support/BlackBerryDesktop  and click Go
5. Open the Logs folder

Locate the log file beginning with the letters DTM for the day the issue occurred (for example, DTM-2010-03-01.log ), right click or control click on the file and select Compress.

I look forward to your reply.

[bbernard]

Hi vicious,

Following your message requiring for the log file... I couldn't located the file through the finder (couldn't find any file starting with "DTM" on my Mac.

I exported the log file through the BB Desktop Software. Is pasted in this message.

Can you open it?

Let me know,

Thx

Bernard

[ViciousFerret]

Hey bbernard,

Sorry for the delay in replying.

After reviewing the logs, the BlackBerry® Desktop Software is accessing the sync services and is reading 0 records from the sync services.  

What this means is that the BlackBerry® Desktop Software is synchronizing but your sync services is not. 

I'd suggest trying to reset your sync services and then try to perform a synchronization.

Let me know if you have anymore questions.

Cheers.

[bbernard]

Hi Vicious,

Have already reset sync history in isync several times... without positive results...

When I open the Lig file, I see the message : No device present...

Any indea?

Thx

Bernard