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Old 04-24-2012, 01:29 PM   #1 (permalink)
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Question Sync issue! Where to start.

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My organization is having issues. Users who are going through a phone company here called Inland Cellular are having issues. Syncing between exchange and the phone is only unidirectional, from the exchange server to the phone. Verizon users do not experience this issue.

The phone company denies any responsibility. Which my boss is convinced it is. We have no authority to force departments to abandon the carrier.

I am a computer tech, I don't even use a cell phone, and I don't have permission to access the BES server or the Exchange server. However I was tasked to solve this problem, I feel like I was tasked to fight fog and given only boxing gloves.

I don't know what I should be focused on. Any pointers would be appreciated. I am sorry if this is a re-post of a common issue, but I don 't really know where to get started. I am hoping it is just a phone setting, but I can't find it and resetting the phone doesn't fix it.

Last edited by SmokeSignalsAreBetter : 04-24-2012 at 01:31 PM.
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Old 04-24-2012, 02:39 PM   #2 (permalink)
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Default Re: Sync issue! Where to start.

start with this
KB05270-How to troubleshoot one-way wireless calendar synchronization from the BlackBerry smartphone to Microsoft Outlook
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Old 04-24-2012, 02:56 PM   #3 (permalink)
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Default Re: Sync issue! Where to start.

Thanks, but it is not just the calendar. It is all exchange component, emails, contacts, etc.

I will ask my boss to look at that article though. .

Last edited by SmokeSignalsAreBetter : 04-24-2012 at 03:04 PM. Reason: grammar, back to kindergarden for me!
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Old 04-24-2012, 03:03 PM   #4 (permalink)
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Default Re: Sync issue! Where to start.

Did someone change the data plan on your carrier account?
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Old 04-24-2012, 03:37 PM   #5 (permalink)
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Default Re: Sync issue! Where to start.

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Originally Posted by knottyrope View Post
Did someone change the data plan on your carrier account?

I am unaware but it is highly possible, each department is semi-autonomous and under a trio of commissioners. For a while, each dept. was using Verizon, but some switched to Inland Cellular to save money.

I will press them, to see if I can find the details to the plan. I didn't think of that, because I figured if they are receiving data, they must have a data plan. But I suppose it is possible there might be some bizarre usage limits. Also I already contacted the carrier, and they denied anything on their end would prevent the system from working correctly. They actively advertise they they support blackberry. However the contact may not have been correct.

I already asked the departments to switch back to Verizon. I can only refuse things when I can point out that it is forbidden by law or quit my job. Unfortunately that leaves the decisions making to people who have no frame of technical reference, and often do foolish things to pinch pennies.

Last edited by SmokeSignalsAreBetter : 04-24-2012 at 04:01 PM.
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Old 04-25-2012, 02:42 AM   #6 (permalink)
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Default Re: Sync issue! Where to start.

Can you send emails from the Blackberry? Can you do GAL lookups?
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Old 04-25-2012, 10:42 AM   #7 (permalink)
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Default Re: Sync issue! Where to start.

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Can you send emails from the Blackberry? Can you do GAL lookups?
Yes, and yes.
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Old 04-25-2012, 10:51 AM   #8 (permalink)
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Default Re: Sync issue! Where to start.

phone is only unidirectional, from the exchange server to the phone

but you can send?

I dont understand your issue now.
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Old 04-25-2012, 10:57 AM   #9 (permalink)
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Default Re: Sync issue! Where to start.

Have you tried connecting a device over Wifi?
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Old 04-25-2012, 10:57 AM   #10 (permalink)
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Default Re: Sync issue! Where to start.

Only in regards syncing. On the phone, If they delete emails, or create appointments, that change does not get reflected in exchange. If in outlook they do the same, then the change gets is reflected on the phone.

Last edited by SmokeSignalsAreBetter : 04-25-2012 at 10:58 AM.
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Old 04-25-2012, 10:57 AM   #11 (permalink)
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Default Re: Sync issue! Where to start.

Quote:
Originally Posted by MisterGriffiths View Post
Have you tried connecting a device over Wifi?
We don't use wifi. Powers higher than me determined it to be a security risk. Until each department agrees to drop money on an intrusion detection system and a radius server then it's a no go.

Last edited by SmokeSignalsAreBetter : 04-25-2012 at 11:00 AM.
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Old 04-25-2012, 11:03 AM   #12 (permalink)
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Default Re: Sync issue! Where to start.

Quote:
Originally Posted by SmokeSignalsAreBetter View Post
We don't use wifi. Powers higher than me determined it to be a security risk. Until each department agrees to drop money on an intrusion detection system and a radius server then it's a no go.
Do you actively prevent devices connecting to wifi using an IT Policy. If not, you should be able to connect your device to wifi (your home broadbandm, etc).
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Old 04-25-2012, 11:07 AM   #13 (permalink)
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Default Re: Sync issue! Where to start.

Quote:
Originally Posted by MisterGriffiths View Post
Do you actively prevent devices connecting to wifi using an IT Policy. If not, you should be able to connect your device to wifi (your home broadbandm, etc).
Yes all connections that are not approved are blocked at layer 2.
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Old 04-25-2012, 11:10 AM   #14 (permalink)
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Default Re: Sync issue! Where to start.

Reconcile read and unread messages from Outlook to... - BlackBerry Support Community Forums
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Old 04-25-2012, 11:12 AM   #15 (permalink)
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Default Re: Sync issue! Where to start.

As a test, could you apply a policy that does allow wifi to one of the affected devices.

Also, and sorry if you've already looked at this but have they definitely checked the Email Reconciliation settings on the handheld?
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Old 04-25-2012, 11:36 AM   #16 (permalink)
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Default Re: Sync issue! Where to start.

Quote:
Originally Posted by MisterGriffiths View Post
As a test, could you apply a policy that does allow wifi to one of the affected devices.

Also, and sorry if you've already looked at this but have they definitely checked the Email Reconciliation settings on the handheld?
No, they will not allow that.

I will double check the reconciliation settings. I haven't had an opportunity yet. I will let you know.

Thanks.
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Old 04-26-2012, 12:51 PM   #17 (permalink)
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Smile Re: Sync issue! Where to start.

It looks like we just didn't understand how reconcile works.

I read somewhere else that it waits to reconcile until 100 changes are made. Else they have to manually reconcile, which apparently I missed seeing that it could be done when I first looked at the phone.

Created appointments on the blackberry are still not syncing, I am guessing it is that CDO file. Unfortunately I do not have permissions to even check it, and my boss is too busy at the moment.

Thanks for your help. I will post our resolution when the time comes.

Last edited by SmokeSignalsAreBetter : 04-26-2012 at 12:53 PM.
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Old 04-26-2012, 01:26 PM   #18 (permalink)
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Default Re: Sync issue! Where to start.

happens to many people, I have a macro on reconcile
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