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Old 04-17-2006, 08:40 AM   #1 (permalink)
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Default Syncing Contacts OTA not working

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After much searching this weekend, I still haven't come up with an answer to this issue and I'm hoping someone can help.

I have one user (out of 12) whose Contacts are not loading over the air. He is on his 3rd 7520 in less than a week (long story). We started the EA on this one early Sat. morning. All of his e-mail has come over and is syncing properly but Contacts are not.

We're on BES 4.0.3.2 and running all 7520's. E-mail server is Exchange 2003. His 7520's firmware is: 4.0.0.249 (as was his original... the one he had for 2 days in between was 4.1.0.273).

I've disabled/reenabled his Wireless sync of Contacts on the BES to no avail.

Any help would be greatly appreciated as I've run out of ideas.

-Peter
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Old 04-17-2006, 08:55 AM   #2 (permalink)
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Check the Address Book options on the BlackBerry itself. Is the Wireless Synchronization set to Yes? Have you tried deleting and recreating the BES account?
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Old 04-17-2006, 09:00 AM   #3 (permalink)
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I'll definitely check on the Wireless sync option on the unit itself. Honestly I hadn't even thought of that as I was trying anything other than the obvious!

I also haven't tried deleting his BES account but will try that next if the above doesn't work.

Thanks for the quick response.

-Peter
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Old 04-17-2006, 09:14 AM   #4 (permalink)
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Well, that answers the question of why it isn't working... Wireless Synchronization is not an option for him on his BB under Address Book/Options.

Of note, this is a refurb unit and it still had (apparently) some of the previous owner's contacts listed.

I hate to talk him through a wipe and subsequent EA again, but maybe this is the best option. Or do you think that there's an issue with the unit itself. (I'm going to do a search for the Wipe handheld procedure, but if you know a quick link to it, I wouldnt' mind)

Unfortunately, I can't get physical access to the device until Wednesday.

-Peter
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Old 04-17-2006, 10:03 AM   #5 (permalink)
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I just had a unit do that friday and we wiped it and the BES account. Then we activated it while it was pluged in to the BES server and tada fixed. We did verify the setting on the device as well.
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Old 04-17-2006, 10:09 AM   #6 (permalink)
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Having never wiped a unit before, I'll ask the question I'm afraid to have answered: does wiping the unit necessitate an OS reload? He doesn't have any 3rd party apps, so I'm not worried about losing any of that stuff, but there's no way I will be able to talk him through an OS reload from remote. He's just not that technical (by a long shot).

I've been searching for info on handheld wipes, but I think I must be horrible at searching as I don't seem to be coming up with much relevant information.
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Old 04-17-2006, 10:17 AM   #7 (permalink)
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No, wiping a unit does not need you to reload the OS.

Well, this is, if we are talking about a security wipe.

Options -> security -> click wheel button and select "security wipe" -> type in "blackberry"

that clears everything. You will need to do a OTA activation or plug it in, I like doing the OTA enterprise activation.
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Old 04-17-2006, 10:21 AM   #8 (permalink)
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Thanks for the info... I'll give that a try.
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Old 04-17-2006, 10:24 AM   #9 (permalink)
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No, performing a security wipe will not require a reload of the OS. Simply instruct your end-user to do the following.
  1. Go to Options > Security > press scroll wheel, select Wipe Handheld.
  2. Scroll up, select Continue.
  3. Type in 'blackberry' when prompted. This is case sensitive!
  4. Wait for a few minutes while the BlackBerry deletes all user specific information and restarts.
  5. Once the reboot is complete, Turn Wireless On.
  6. Attempt to activate BlackBerry.
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Old 04-17-2006, 10:30 AM   #10 (permalink)
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Quote:
Originally Posted by d_fisher
No, performing a security wipe will not require a reload of the OS. Simply instruct your end-user to do the following.
  1. Go to Options > Security > press scroll wheel, select Wipe Handheld.
  2. Scroll up, select Continue.
  3. Type in 'blackberry' when prompted. This is case sensitive!
  4. Wait for a few minutes while the BlackBerry deletes all user specific information and restarts.
  5. Once the reboot is complete, Turn Wireless On.
  6. Attempt to activate BlackBerry.
He's a lot more verbose and clear than I am
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Old 04-17-2006, 10:33 AM   #11 (permalink)
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Ah, but you were both very helpful and provided me with the information I was looking for.

I can't imagine how much I would hate BB's and BES if it wasn't for this site and the people on it who are willing to share information.
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Old 04-17-2006, 11:36 AM   #12 (permalink)
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Update: it seems like the security wipe might have done the trick. The EA is still going, but Wireless Synch is now an option again under his Address Book.

Keeping my fingers crossed!
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Old 04-17-2006, 12:07 PM   #13 (permalink)
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Quote:
Originally Posted by peter_b
I can't imagine how much I would hate BB's and BES if it wasn't for this site and the people on it who are willing to share information.
You got that right.

T-support is usually really good tho..
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Old 04-17-2006, 12:28 PM   #14 (permalink)
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Default Tech support

I haven't had any first hand experience with RIM's tech support. I used to have very positive experiences with Nextel's BB support, but over the last month, that has changed drastically. I originally thought this was due to the differences between Nextel and Nextel Partners. Now I just believe they are equally bad.

Unfortunately, I really think the Sprint merger has hurt them (I'm not trashing Sprint and I'm aware that the two CS org's are supposed to be separate), but the timing seems coincidental.

I'm happy with the robustness of the 7520 in general, but find myself really wishing for faster throughput and I severely doubt I'll ever see that from Nextel. As such, I have to consider switching to another carrier altogether.

Oh well, sorry I got completely off topic on this one. I had a really bad couple of days with both sides of Nextel's support last week.
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Old 04-17-2006, 03:43 PM   #15 (permalink)
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Well throughput isn't much of an issue - it's the actual time of processing that these phones take.

A friend of mine tethers his nextel phone and gets rather good tranmission rates on his laptop.

The blackberry you have just has a slower processor...
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Old 04-17-2006, 08:41 PM   #16 (permalink)
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Well, it ended up that I needed to either restart the BES or delete his BES account. After deleting and recreating his account from the BES, his BB would start the EA. After restarting the server, it kicked off the EA and finally everything started working properly.

I would love to be able to go back in time to see if restarting the server would have fixed the issue without necessitating all the other gyrations.

Thanks for the help today.
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