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08-18-2008 06:20 PM
I have over 10 Blackberry users on BES and all are working properly except one. He mysteriously is missing the address book contacts for our inernal employees. He has other synched contacts available but not our exchange based contacts. This just started on Saturday. All options and services have been verified and found correct, same as the others. We're using Exchange 2003, Outlook 2003, BES Manager 184.108.40.206.
08-18-2008 08:18 PM
08-19-2008 01:56 PM
08-26-2008 07:03 PM
I want to make sure that I understand the issue completely. Are you saying that when the user attempts to Look Up a contact from the Global System Address Book, or are you saying that contacts from his Outlook address book are missing from the BlackBerry device?
If the problem is the first that I mentioned, then I recommend working with the Desktop[ALP] service book rather than the Sync service book. The ALP book should be deleted and re-sent from the BES. On the BlackBerry, go to Options > Advanced Options, Service Book, and delete Desktop[ALP]. On the BES, highlight the user and under Service Control and Customization, go to Resend Service Book.
Let us know if this resolves the issue for you!
08-27-2008 11:23 AM
Alright. In that case, there are a few steps that I would try:
1. Clear the Address Book on the BlackBerry with Desktop Manager. When you have the BB connected to the computer, open up Desktop Manager and go to BackUp and Restore. Backup the device. Then click Advanced and wait for the device databases to populate. Highlight the Address Book and then click Clear.
** Note, wireless synchronization for address book needs to be set to NO on the BlackBerry for this to work.
2. Confirm that there are no contacts showing in the device Address Book, and then turn wireless sync back on. This should initiate a synchronization of the Address Book. If it does not, delete the Desktop[SYNC] service book and resend from the BES.
3. If these steps do not work, I suggest wiping the device, removing the user from the BES, re-adding the user to the BES, and re-activating the BlackBerry. I do not recommend restoring the backup, because you should not need to, as everything will sync over wirelessly. If the user does have something in the content store (ie pictures) that they must have back, restore only that database with the method I mentioned above.
** I have suggested removing and re-adding the user to the BES for 2 reasons. First, it will eliminate the wireless backup, which could bring back issues to the address book. Second, it will allow for email pre-population (if you have not restricted that), so that your user can get some of their emails back. You could also restore the message database if not enough emails come back over.