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Old 07-02-2008, 06:25 AM   #1 (permalink)
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Default User can't wirelessly sync Outlook notes

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I have a new user that can't seem to sync notes wirelessly. The server is 4.1.4.16, and we have Exchange 2003 SP2. Another user on the same PO works fine, though they have a different model. His device is a AT&T 8310 running 4.2.2.170. I tried deleting his Desktop [Sync] Service book and resent service books from the server, but it is still not working apparently.

Any ideas?

Last edited by dpeters11 : 07-02-2008 at 07:20 AM.
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Old 07-02-2008, 07:00 AM   #2 (permalink)
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If you look in the Application Log, do you see any warnings referencing ConstructPIMFolder failed?

If so, search BlackBerry Technical Solution Center for the error you find. There is a KB that fixes it.

Typically the Notes folder ID on Exchange changes and the BES no longer syncs that folder. To the BES it's the same as you deleting the Notes folder and creaing a new one. This does not work because the BES only syncs the default folders that are created with the mailbox.

I think you can run outlook.exe -resetfolder to correct the issue. If not the KB from RIM will at least prove it's the folder ID issue.
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Old 07-02-2008, 08:00 AM   #3 (permalink)
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I think this is the KB Article: KB11639 - Enterprise Activation process stops responding when attempting to synchronize the Memo Pad or Address Book
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Old 07-02-2008, 09:03 AM   #4 (permalink)
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One of our clients has this issue with about 60 end users and it all happened at once. I really do not want to delete and have 60 people re-join the bes. I've e-mailed RIM, no response except to "go through the carrier" to get a support code.

Has anyone else seen it on such a large scale? It's a BES serving to 5 or so domains and users across all of those domains consistently get this (not all users though).
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Old 07-02-2008, 09:40 AM   #5 (permalink)
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Check the article that hdawg posted. It contains the log line to look for. Odds are it's the folder ID issue. This is technically not a BES issue, the folder ID changes on the Exchange side and the BES cannot sync a newly created folder. Maybe when the does will sync public folders but for now only the folders created with the mailbox.

If that is the case then you can have the users run outlook.exe /resetfolder from the command line.

If that does not fix it then you can try a couple of things:

1. Use MFCMAPI to correct the folder ID, the article posted by hdawg will show you how to use MFCMAPI

2. Re-create the mailbox

Number 2 is a crappy option but an option if it's only 1 or 2 users.

Review the above KB and ask any questions if something is not clear.
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Old 07-02-2008, 10:32 AM   #6 (permalink)
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This happened to 60 out of maybe 150 end users after migrating to exchange 2007 from 2003.
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Old 08-05-2008, 12:59 PM   #7 (permalink)
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Default Outlook "Notes" not syncing over BES

Did you ever find a resolution to this? I'm not sure that this field was synchronizing prior to our Exchange 2007 upgrade, but I think that may be the right track. I read the link to the KB article and it doesn't seem to fit our issue.

Any help would be appreciated.

Thanks
wingman
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