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Old 12-09-2009, 01:09 PM   #1 (permalink)
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Red face BES 4.1.4.15, 1 user of 10 experiencing sync errors

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Greetings,
I've done BES support previously to the extent of creating/deleting users, resending policies and general "stuff" (ie I'm not as seasoned as most of you but can pick things up quickly). I'm getting more into troubleshooting from the BES side (new job, sink or swim sort of thing ;) but am a little green with BES troubleshooting. I have one user out of 10 total who yesterday stated his tasks and memos were not syncing. Today he states his contacts are also not syncing. I logged into his OWA yesterday and created a test contact, task and memo but he has not received them on the blackberry. He has also tried from his end and it's not syncing to BES either.
I should note that he is traveling on the east coast but has been in the city (NY) for some time now with good service other than stated above. There was an outage state-wide 2 days ago, according to an ATT rep I spoke with but it has since been fixed and he has taken the battery out and put back in on his device so he should be OK. Also, he's receiving emails. I have also checked out the BES log files and (although still trying to make sense of them) do not see anything that stands out. Any advice on how to proceed highly welcomed. Thank You!

Note-
CDO version 6.5.7638.2
BES Version - 4.1.4.15
Server 2003 5.2
Exhange 2003 sp2
Phone - 8900

Also would like to note the following error found in server eventvwr:
Event Type: Warning
Event Source: BlackBerry Controller
Event Category: None
Event ID: 20000
Date: 12/9/2009
Time: 12:00:11 AM
User: N/A
Computer: DCSERV
Description:
The description for Event ID ( 20000 ) in Source ( BlackBerry Controller ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: [CFG] Controller won't generate userdump files. Userdump.exe not found..

Last edited by kt316 : 12-09-2009 at 01:39 PM. Reason: Listing versions & event log
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Old 12-09-2009, 03:03 PM   #2 (permalink)
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That controller error is everyday correct. Just ignore it. I have it too.
Something about the logs changeing to a new day IIRC>

Make new contacts folder in mail client
Move contacts
See if all are gone on device after a few minutes.
Mave them back to contacts folder wait for them to sync and make a new one to see if it syncs.
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Old 12-09-2009, 03:23 PM   #3 (permalink)
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Thanks a lot knottyrope, I'll give that a shot.
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