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Old 10-08-2010, 12:37 PM   #1 (permalink)
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Hi Folks,

I have a Microsoft SBS 2003/Exchange setup with Blackberry Professional - version 4.1.4.3.

I have only 4 users on the BPS setup, and recently, just one of the users started to experience a problem with Contact Sync.

Specifically - when looking at the Event Logs, the SYNC log indicated Event 26016 - "User's Address Book is not initialized in Exchange, sync request ignored".

I know this error has been posted here before, but there has not been much success in terms of dealing with this problem.

Here's what I've done so far:

- I checked permissions for the besadmin service, it's fine.
- I verified that in Exchange, the open to allow sync for unsupported devices was on (this was the source for some people).
-I restarted the BES services in the order recommended.
- I performed a re-activation.

Calendar sync and EMail redirect are fine. It seems like the issue is more Exchange than the BB software. I was wondering if anyone else was struggling with this and managed to solve the issue.

Thanks in advance!
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Old 10-13-2010, 12:16 PM   #2 (permalink)
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Another Detail...

This morning, I deleted the user from BES and told BES delete any Blackberry information related to the account.

When I re-activated the user, the Address Book did not appear in the list of items to Sync. This seems to tell me that the is a setting in Exchange that I should be looking at. Any ideas out there?

Cheers
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Old 10-13-2010, 01:00 PM   #3 (permalink)
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Sounds like the BES is unable locate the users address book...
Did the EA show as completed? (Options -> Advanced Options -> Enterprise Activation)
Is the Desktop CMIME Service Book present? (Option -> Advanced Options -> Service Book)
I suspect email reconciliation is not working too...

Are the BES and Exchange on the same server?
Did you move the mailbox or make any changes recently?
Was the Exchange rebooted recently?
What is listed in Address Book options (Address Book -> Menu key -> Options?) It Should say Desktop and if you click on Desktop, what is listed in there? (Wireless sync may be disabled or greyed out)..

Restarting services usually won't help unless the SYNC service was the problem. It's more likely a MAPI related issue. A BES reboot will respon the MAPI session. You may have to remove and EA the user again but a reboot of the BES may clear up the problem too.

Last edited by KalvinCline : 10-13-2010 at 01:01 PM.
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Old 10-14-2010, 08:38 AM   #4 (permalink)
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Hi KalvinCline,

thanks for your reply.

Here's what I've got in response to your questions/points:

- EA was completed.

- CMIME is present

- Email reconciliation works, so does calendar sync

- BES and Exchange are on the same server.

- there was a change to the account - change in default SMTP address and renaming of the name of Exchange account. I suspected that was the culprit in the beginning. I tested that with my BB but I could not recreate the problem. I redid an EA - no change.

- Exchange was rebooted after the problem was realized - no change.

- Address Book option list Wireless Synch as "Not Available".

- BES was restarted in correct sequence - no change.

- the user was removed from BES, and related BB info on Exchange deleted and performed EA again.

I'm thinking it's something related with MAPI too. I've got Microsoft's MFCMapi, but at this point, I'm not sure what I'm looking for. I've been hunting for an entry of something like Contacts INITIALIZED.

What I may do is create a new Outlook address book and copy the contacts to this new book, delete the old one and redo an EA. Hopefully in the act of creating a new Contact List, the MAPI settings are corrected. I also plan to do a wipe of the unit.
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Old 10-14-2010, 09:01 AM   #5 (permalink)
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I think you have found the problem....now...how to resolve it.

The Address Book Wireless Sync -> "Not available" suggests their is a problem with the service book. It is probably greyed out too.

Here are a few options:

- Delete Desktop CMIME, then resend the service books. Make sure it reappears and check the wireless sync option

- Disable then re-enable PIM sync (Options -> Advanced options -> Enterprise Activation -> hold 'ALT' -> type cnfg). You need to save the settings following each change between disable and re-enable.

- Delete the user from BES and wait a few minutes to make sure ALL the information is deleted.

Depending on how much time you have, you may want to activate another BB with the user's email address. If you can activate another BB, check the Wireless sync option. If it remains greyed out or not available on a different BB it is definately something within the RIM hidden folder in the users mailbox. I wouldn't worry about locating and fixing it because it's a pain in the arse (or ass depending on what side of the 49th parallel you live on).

If the problem still persists you may need to locate a copy of dbclean. dbclean will delete the hidden folder but if that is required you may have bigger issues.
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Old 10-14-2010, 09:03 AM   #6 (permalink)
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....oh yeah... wipe the handheld before any activatation just to be safe.
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