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New Contributor
kcowan
Posts: 3
Registered: ‎10-12-2011
My Device: 9930
My Carrier: Sprint

Unable to restore contacts

We migrated users to new 9930 Blackberries yesterday.  I ran a full backup of each one with the BB Desktop Software 6.0.1.18, on my PC before migration.  After the user's new BB was up and running, I wiped the old one.  One user told me today that her personal contacts were missing.  It turns out she had migrated from a personal BB a year earlier.  I did not consider a separate contact file that did not sync with Outlook/Exchange.

 

To solve the problem, I figured I could simply do a selective restore, but the Address book is greyed out.  Since I wiped the old one, can you think of some way to retrieve the address book?  Her personal email is a gmail account, but I do not think the contacts are in there.

 

Thanks for any assistance or recommendations you can provide!

Ken

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JSanders
Posts: 82,495
Likes: 22,612
Solutions: 5,825
Registered: ‎04-01-2008
My Device: Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Unable to restore contacts

On the device, go to Options > Device > Advanced > Service Books.

Scroll to find the "[DESKTOP] Sync" entry.

Press the Menu key > Delete.

Now connect to your PC > Desktop Manager > Restore > Selective Restore and select and restore that address book data.

After you're through, return to that same entry in the Service Books on the device and press Menu > Undelete.




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New Contributor
kcowan
Posts: 3
Registered: ‎10-12-2011
My Device: 9930
My Carrier: Sprint

Re: Unable to restore contacts

Thanks for the reply.  Before I saw this, I found another suggestion.  I went to the address book on the BB and unchecked the wireless sync in Options.  I was then able to do the selective restore.  It appears that it was otherwise locked with the wireless sync on.  It does look like the user has two address books, and I am not sure exactly where the personal one is.  I have not checked her Outlook/Echange account to see if the personal contacts are now syncing there.  Would your solution help me meld the two together?


Thanks,
Ken 

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JSanders
Posts: 82,495
Likes: 22,612
Solutions: 5,825
Registered: ‎04-01-2008
My Device: Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Unable to restore contacts

So I'm unclear, do you have the two address books now backed up or do you know?




1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes


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New Contributor
kcowan
Posts: 3
Registered: ‎10-12-2011
My Device: 9930
My Carrier: Sprint

Re: Unable to restore contacts

It appears both address books are backed up.  After restore, the phone has both.  The two address books on the 9930 are called Desktop and the other says it is her Gmail account (but I never set that up).  Desktop is the sync'd Exchange/Outlook contacts. 

 

On the BB-

Desktop contacts:  134

gmail contacts:  147

Total: 281

 

From backup file:  279 (possible difference due to adding a couple of addresses by user)

 

It does not appear as though her gmail account is set up on the new BB.  I am going to look into getting all of the contacts into Desktop so that they sync through BES and are backed up via Exchange.


Thanks again,

Ken

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New Contributor
tony2360
Posts: 2
Registered: ‎09-01-2012
My Device: 9700 Bold
My Carrier: T-Mobile

Re: Unable to restore contacts

I checked and I do not have the [DESKTOP] Sync entry. so what do I do?
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JSanders
Posts: 82,495
Likes: 22,612
Solutions: 5,825
Registered: ‎04-01-2008
My Device: Z30 • Z10 • Torch9850 • Playbook
My Carrier: Verizon

Re: Unable to restore contacts

Are you too trying to restore contacts from a backup? 

What are the particulrs?




1. If any post helps you please click the Like Button below the post(s) that helped you.
2. Please resolve your thread by marking the post "Solution?" which solved it for you!
3. Install free BlackBerry Protect today for backups of contacts and data.
4. Guide to Unlocking your BlackBerry & Unlock Codes


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BlackBerry Support Forums Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
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New Contributor
tony2360
Posts: 2
Registered: ‎09-01-2012
My Device: 9700 Bold
My Carrier: T-Mobile

Re: Unable to restore contacts

Yes like everybody else.

 

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