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Old 03-01-2010, 03:18 AM   #1 (permalink)
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Default Public Contacts not coming through to device (all 5.0)

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I wonder do I have some setting wrong?

BES 5.0 SP1. Device software 5.0 (v5.0.0.419).

I have checked the public folder in BAS, and also in the user's Web Desktop Manager. All the boxes are checked, everything looks good, but....no public folder contacts!

The user's personal contacts are coming through fine, just not the public folder ones.

Anyone?
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Old 03-01-2010, 09:20 AM   #2 (permalink)
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If you have enabled the publish public contacts in the BAS correctly and set up your Web Desktop Manager correctly, then I'm guessing that the user in question here is not an owner of that folder.

The BlackBerry service account requires Owner permission for any public contact folder configured for wireless synchronization in the BlackBerry Administration Service. If the folder exists within another folder, the BlackBerry service account requires Owner permissions for the entire directory structure.

See KB19111
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Old 03-01-2010, 03:40 PM   #3 (permalink)
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"BlackBerry service account requires Owner permission..."

The BlackBerry service account (BESAdmin) *does* have Owner permission.

The actually user in question shouldn't need to - although I'm going to give that a shot to see if it does anything.

Has anyone actually got this to WORK?
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Old 03-03-2010, 02:22 PM   #4 (permalink)
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Yeah, I've got it working. BES Admin account has to be an owner of the folder. I can't say for sure what permissions the end user needs, but I would guess that there's no way the end use would need to own the folder; imagine the management nightmare that would ensue. I'm a member of PF Admins, and the only one in our org running handheld OS 5, so I can't say that I've tested it with 'normal' users. I'd assume they just need read permissions.
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Old 03-05-2010, 01:03 AM   #5 (permalink)
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I'm getting really fed up with this.

I have everything setup and it just won't work.

I even went back to my own office (we don't use BlackBerrys). I took a spare 5.0 device with me from my client's. I setup BES 5.0 Express on its own server on my own domain. Boom...worked fine. I did make myself an "Owner" of the public folder.

Back at my client's though. 3rd BBY server in as many days. Same setup. Public folder contacts will not come through. I can actually "see" the shared folder on the device (Contacts>Options>View folder), but it just shows up as empty.

THIS IS ANNOYING!!

(Guess I'll just have to drop another $249 to RIM for incident support. I don't think it's fair though, as the last call was clearly their fault. I didn't read anywhere that you have to be in a pure Windows Server 2008 functional domain for BES 5.0 to work properly. And you must. I want my $249 back.)
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Old 03-05-2010, 06:29 PM   #6 (permalink)
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I just spent 4 hours on the phone with RIM Support. They can't figure it out either. They have escalated it to the next tier of support, and have taken a copy of our logs. They expect this will take "24 to 48 hours."

I'll keep this thread updated, and let you all know of a fix if it ever comes.
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Old 03-10-2010, 05:28 AM   #7 (permalink)
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After many hours again today with RIM escalated support, we still couldn't fix this issue. That got me thinking...

We verified all the settings were/are correct. Everything is.

Then I remembered the "old days" of BES 3.x prior to any wireless contact sync, and the dreaded address book "bomb outs" we would have while syncing. I thought, "It must be the contacts themselves."

I then started systematically copying a few contacts at a time from the "bad" public folder into a new one. Sure enough, they started coming through on the device. However, once I copy a "bad" one in, the whole process stops working.

I guess my new question will be, how do you find the "few" bad/corrupt contacts in over 3,000 items? I've heard you can use the Desktop Manager to backup contacts, and somehow this reindexes them?

Anyone?
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Old 03-10-2010, 01:04 PM   #8 (permalink)
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Quote:
Originally Posted by qmacker View Post
After many hours again today with RIM escalated support, we still couldn't fix this issue. That got me thinking...

We verified all the settings were/are correct. Everything is.

Then I remembered the "old days" of BES 3.x prior to any wireless contact sync, and the dreaded address book "bomb outs" we would have while syncing. I thought, "It must be the contacts themselves."

I then started systematically copying a few contacts at a time from the "bad" public folder into a new one. Sure enough, they started coming through on the device. However, once I copy a "bad" one in, the whole process stops working.

I guess my new question will be, how do you find the "few" bad/corrupt contacts in over 3,000 items? I've heard you can use the Desktop Manager to backup contacts, and somehow this reindexes them?

Anyone?

Perhaps export the contacts to a file (.pst, .csv, whatever), delete the public contact folder, recreate it and then re-import them to the new folder.
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Old 03-10-2010, 02:02 PM   #9 (permalink)
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Possible you have a contact with a huge file in the notes section?

I had a user add videos to his before.
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Old 03-16-2010, 04:34 PM   #10 (permalink)
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Any further updates/developments with this?

I'm having the exact same issue except we're running BES v.4
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Old 03-17-2010, 08:33 AM   #11 (permalink)
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Quote:
Originally Posted by qmacker View Post
After many hours again today with RIM escalated support, we still couldn't fix this issue. That got me thinking...

We verified all the settings were/are correct. Everything is.

Then I remembered the "old days" of BES 3.x prior to any wireless contact sync, and the dreaded address book "bomb outs" we would have while syncing. I thought, "It must be the contacts themselves."

I then started systematically copying a few contacts at a time from the "bad" public folder into a new one. Sure enough, they started coming through on the device. However, once I copy a "bad" one in, the whole process stops working.

I guess my new question will be, how do you find the "few" bad/corrupt contacts in over 3,000 items? I've heard you can use the Desktop Manager to backup contacts, and somehow this reindexes them?

Anyone?
Like knotty said, check the attachments/notes. The only other way we've ever been able to identify corrupt contact records was to move 1/2 to a new PF & sync. If no problems, sync the other half and the corrupt contact(s) should be in that half. Then, with the half that has the corrupt record(s), repeat the process. Split them & sync. It's a hassle but it may help solve your problem.
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Old 03-17-2010, 10:20 AM   #12 (permalink)
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Quote:
Originally Posted by KOR View Post
Like knotty said, check the attachments/notes. The only other way we've ever been able to identify corrupt contact records was to move 1/2 to a new PF & sync. If no problems, sync the other half and the corrupt contact(s) should be in that half. Then, with the half that has the corrupt record(s), repeat the process. Split them & sync. It's a hassle but it may help solve your problem.

Maybe my coffee just hasn't kicked in yet, but how will simply moving them to a new folder solve the problem? Wouldn't you need to export them and then re-import them, or would that even do anything?
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Old 03-17-2010, 10:46 AM   #13 (permalink)
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IF you move half and it works then the other half has an issue.

Then keep halfing it untill you find the bad ones.
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Old 03-17-2010, 10:52 AM   #14 (permalink)
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Quote:
Originally Posted by knottyrope View Post
IF you move half and it works then the other half has an issue.

Then keep halfing it untill you find the bad ones.

Right, but when you find a "bad" contact, what do you do with it? Copy & paste all the info into a brand new, blank contact and delete the old, or what? When you are dealing with several thousand contacts, that is simply not possible.

What's the solution?
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Old 03-17-2010, 12:16 PM   #15 (permalink)
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I have exported them to excell before and look over the contents to find some with garbage entries in them.

Yes 5000 contacts can be fun to deal with, been there done that.
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Old 03-17-2010, 01:22 PM   #16 (permalink)
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Quote:
Originally Posted by DrjonesUSA View Post
Right, but when you find a "bad" contact, what do you do with it? Copy & paste all the info into a brand new, blank contact and delete the old, or what? When you are dealing with several thousand contacts, that is simply not possible.

What's the solution?
Not impossible; just takes some time. Other than this or inspecting each contact, I don't know of a way to identify corruption. When coming across a contact that's a problem, create a new contact record & manually enter the information. And, I would guess it makes sense to coordinate this change with any users who can write to the folder, but to be sure.
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