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Old 09-20-2012, 07:46 AM   #1 (permalink)
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Default Blackberry Torch 9810 Synchronization stops at 52%

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Hi All....I have searched high and low, trying to resolve my issue, but I can seem to find the problem.

I have a user device that wont sync past 52%. I have tried the following:

1. Delete service book Desktop[SYNC] and then undeleted, to restart sync process.
2. Pulled Battery
3. Verify that all BBServer services are running. All appears fine. Other users are recieving emails on their devices. We just have this one device that wont sync.
4. Content protection is off.
5. Tried disabling snyc of Tasks and Memos in the BBAdmin Service interface No change.
6. Disabled Bulk Wireless offload. We didnt have it enabled as a policy in the first place.
7. Regenerated Encryption Key



Any further suggestions would be greatly appreciated. The device was working fine until two days ago.

I have not deleted the account and started over, as I read in other forums that this did not appear to resolve this problem.

Thanks

Last edited by jmatthi : 09-20-2012 at 07:49 AM.
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Old 09-20-2012, 01:08 PM   #2 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

try a wired activation in desktop software?

can you see anything that is getting stuck? OS 6 and higher will show progress of whats being done
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Old 09-21-2012, 05:37 AM   #3 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

Well fellows...I am getting this error to the device. Any thoughts? I have tried everything I can find. Calling BB is my next option. I even did a dance on the server cabinet to no avail!

[46096] (09/21 05:28:35.468):{0x2D1C} [SYNC-SSession] Received error status from device. [Jay Matthiesen:3, SID=316140296, CLID=2, ECLID=6]
[46111] (09/21 05:28:35.484):{0x2D1C} [SYNC-SSession] Error Logging: Backup.AutoText::A1084078705-ERROR_RETRY_OPERATION,A1084078706-ERROR_RETRY_OPERATION,A1084078707-ERROR_RETRY_OPERATION,A1084078708-ERROR_RETRY_OPERATION,A1084078709-ERROR_RETRY_OPERATION,A1084078710-SYNC_DATABASE_NOT_ENABLED. [Jay Matthiesen:3, SID=316140296]
[46111] (09/21 05:28:35.484):{0x2D1C} [SYNC-SSession] Error Logging: Backup.AutoText::A1084078711-ERROR_RETRY_OPERATION,A1084078712-ERROR_RETRY_OPERATION,A1084078713-ERROR_RETRY_OPERATION,A1084078714-ERROR_RETRY_OPERATION,A1084078715-ERROR_RETRY_OPERATION,A1084078716-SYNC_DATABASE_NOT_ENABLED. [Jay Matthiesen:3, SID=316140296]
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Old 09-21-2012, 05:50 AM   #4 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

When we have this problem (which is really seldom), we do the following to troubleshoot:
  1. Cancel Activation, set a new activation password and try again
  2. To rule out a device issue, try an activation on a different device
  3. If that works, wipe original device and activate again
  4. If it doesn't work on any device, delete the user from BES, re-add and activate
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Old 09-21-2012, 08:11 AM   #5 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

On Deleting a user:

I tried this yesterday but I am having a problem. When I disable the user per blackberry instructions, the user disappears from the admin panel. I cant ever locate them after disabling their account, so I can delete the user account.

What am I missing here?
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Old 09-21-2012, 08:19 AM   #6 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

Why have you disabled him? You should delete the user with the option "Yes- Delete the user and remove the Blackberry information from the user's mail system"

Disabled users should still be visible. Set Queued Removal of Blackberry Services to "yes" in the search criteria.
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Old 09-21-2012, 08:25 AM   #7 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

That did the trick! Didnt see the queued removal option, until I switched over to advanced search.

Thanks. He is now a deleted user.

We will try to re-add user and re-activate.

Thanks again.
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Old 09-21-2012, 08:47 AM   #8 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

When all else fails..
Try putting the user on a static agent for activation
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Old 09-22-2012, 09:04 AM   #9 (permalink)
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Default Re: Blackberry Torch 9810 Synchronization stops at 52%

I wanted report back, that deleting and re-adding the user from BES did not have an effect on the synchronization issue with the ATT 9810 Torch.

@MickeyAGBoston...we did try that. No change.

Moments later....

I spent a wonderful (& fun?) 8 hours on the phone with Blackberry troubleshooting, only to end-up blowing away the entire BES install and re-installing BES 5.0.3 to resolve the problem. I did enjoy having RIM tech support on the phone for the re-install and move over to the latest version of BES, as we encountered several existing database issues during the upgrade. Once we got those resolved, it was a easy install. (if your wondering why not BES 5.0.4?, BB recommended we start with 5.0.3 and wait a few months for any service packs to come out that might resolve major issues before moving into 5.0.4)

If you havent tried the BB database transporter tool to move your users, I highly recommend it. It made moving our user data a snap, with the exception of the data associated with the user of the ATT 9810 Torch. We had to leave their data out of the transfer. Something was corrupted in their user DB.

Thanks to all who responded.

Last edited by jmatthi : 09-22-2012 at 09:05 AM.
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