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Old 09-02-2007, 03:51 PM   #1 (permalink)
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Default UGH! Vzw 8830 trouble sync'ing for first time, please help (PICS)

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I have setup my BB Desktop Manager setup the following way for sync'ing:









We use Microsoft Exchange here and to ME, everything above looks correct. The problem is when I try to sync it doesn't add or remove any records. I had Microsoft ActiveSync installed and everything sync'ed with my Treo just fine. I don't know what I'm missing.

As of right now there is no other sync software running but the BB software: Desktop Manager, Device Manager and Desktop Redirector. The BB connects just fine, auto-sync's, just no data gets transferred. If you need to see any other screen shots or need any other information please let me know.

Any ideas? Thanks SO much for your help!
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Old 09-02-2007, 11:17 PM   #2 (permalink)
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Don't setup DM with Desktop Redirector option. Set it up picking "Internet Setup" and then setup your email accounts on the BIS service for it. I know this doesn't help you, but I've had several people run into issues when they run Redirector (which is freaking useless in my opinion).
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Old 09-03-2007, 07:45 PM   #3 (permalink)
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Quote:
Originally Posted by JRSCCivic98 View Post
Don't setup DM with Desktop Redirector option. Set it up picking "Internet Setup" and then setup your email accounts on the BIS service for it. I know this doesn't help you, but I've had several people run into issues when they run Redirector (which is freaking useless in my opinion).
Well I tried an experiment. I took my old Treo and sync'd it to my HOME PC (the above is my work PC). I then installed the BB software (minus the redirector) and sync'd the BB and got the same results as above. No new records added, nothing sync'd.

Is there a setting in my BB I need to set to get it to sync? Like maybe it's defaulting to another type of sync (like wireless)???

Any and all help is appreciated.
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Old 09-03-2007, 08:14 PM   #4 (permalink)
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Question when you sync do you see your device connected see your pin number ?
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Old 09-03-2007, 08:43 PM   #5 (permalink)
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Quote:
Originally Posted by nexteli836man View Post
Question when you sync do you see your device connected see your pin number ?
Yeah, it does connect just fine. Actually when I try to sync it acts like it is going to do it, the progress bar pops up, then it zips through, makes a "ding" sound and appears to be done. It does it so fast I know no data is being transferred. Plus there is no add'l data in the device after doing so.
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Old 09-03-2007, 08:47 PM   #6 (permalink)
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You know what I'm thinking? I think the data might be going into the BB but just not into the right place. Take a look at the following image:



Pay particular attention to the number of handheld agent entries (311). Is this normal? 311 is probably very close or equal to the amount of contacts and tasks to be imported. What do you guys think? Any suggestions?
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Old 09-03-2007, 08:52 PM   #7 (permalink)
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Also another weird thing I noticed, there has never been a "Sync log file" on the Configuration tab of the Desktop Mgr Synchronize setup. I wonder if it is erroring off but not displaying an error. My home PC is doing the exact same thing as my work PC, telling me that running MS Exchange at work has nothing to do with my issue. It's got to be something else.
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Old 09-04-2007, 10:13 AM   #8 (permalink)
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Have you by any chance activated this BB for Enterprise Server?

You may just have to go through your Local Settings directory under your Windows profile and delete the sync directory from the RIM directory tree. Sometimes that gets messed up for the sync profile and deleting it and resetting up the sync profile clears things up.
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Old 09-04-2007, 02:27 PM   #9 (permalink)
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Quote:
Originally Posted by JRSCCivic98 View Post
Have you by any chance activated this BB for Enterprise Server?

You may just have to go through your Local Settings directory under your Windows profile and delete the sync directory from the RIM directory tree. Sometimes that gets messed up for the sync profile and deleting it and resetting up the sync profile clears things up.
No I sure haven't used BES up to this point.

I called and talked to level 1 tech support at Verizon, he had me wipe the BB and reinstall a fresh copy of the Desktop Mgr to no avail. Level 2 tech support had me update my MS Office (Outlook), download the DM software from their website and do a reinstall and update the BB's OS with a patch. Did all of that to no avail. After two hours the support agent decided to just replace the device, a brand new one is on its way to me.

I am going to run a single user BES (I'm the only one here with a BB) so cable sync isn't a major deal, however makes me wonder about the reliability of the rest of the features. In the end its working out for the best.

Thanks for your help guys!
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Old 09-04-2007, 06:15 PM   #10 (permalink)
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Well, sorry you're having this much of an issue, but I'll bet it's something you're doing wrong. I say this because I've setup BBs for a lot of people and never ran into these issues. I've had the occasional sync problems, but deleting the sync profile (which Level 1 or Level 2) apperently didn't have you has fixed the problem every time in those rare instances. I have a feeling that if you spoke with a "true" RIM support person they probably would have solved this for you. Anyway, good luck with the new BB and I hope you get your issue fixed, but believe me when I say that these problem you're having is not a "reliability issue".
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Old 09-04-2007, 06:33 PM   #11 (permalink)
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Do you have Wireless Sync activated and set on "yes" on the PIM infomation?
If you do, this would have stopped you from syncing with DTM

Go into the address book on the BB and select option and go to Wireless Sync, check its not on yes
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Old 09-04-2007, 08:20 PM   #12 (permalink)
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Quote:
Originally Posted by JRSCCivic98 View Post
Well, sorry you're having this much of an issue, but I'll bet it's something you're doing wrong. I say this because I've setup BBs for a lot of people and never ran into these issues. I've had the occasional sync problems, but deleting the sync profile (which Level 1 or Level 2) apperently didn't have you has fixed the problem every time in those rare instances. I have a feeling that if you spoke with a "true" RIM support person they probably would have solved this for you. Anyway, good luck with the new BB and I hope you get your issue fixed, but believe me when I say that these problem you're having is not a "reliability issue".
Based off of the above steps I have already performed, what do you believe I am doing wrong? Where can I find this sync profile you speak of? Is it on the BB? If so where can I find it? I gather from your instructions you are referring me to the (non-existent) BES.

I would love to take your suggestions and fix this device- proving me wrong, do you think I like paying hundreds of dollars for something that I cannot fully use for almost a week? I am not knocking the reliability of all BB's, I've had several and they are the best devices I've ever had. To think they are "perfect" is crazy though.

This has never been on BES. If the issue is me and NOT the device, then why won't a sync work with a fresh wipe of the BB and a fresh install of DM on TWO different computers? Don't know why an out of the box BB has a problem when none of the other several out of the box BB's have ever given me an issue. THIS is what leads me to believe it is a hardware issue.

Either way I don't care, the problem is being resolved. I've already wasted way too much time on this and ultimately I'm happy with the results. All other BB's I have had sync'd within 5 minutes of being out of the box, if resolving this means a new device then so be it. The customer service of Vzw did their job in serving the customer regardless of how "true" they are. I could not be happier with them.
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Old 09-04-2007, 09:52 PM   #13 (permalink)
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Quote:
Originally Posted by Getwild2 View Post
Based off of the above steps I have already performed, what do you believe I am doing wrong? Where can I find this sync profile you speak of? Is it on the BB? If so where can I find it? I gather from your instructions you are referring me to the (non-existent) BES.

I would love to take your suggestions and fix this device- proving me wrong, do you think I like paying hundreds of dollars for something that I cannot fully use for almost a week? I am not knocking the reliability of all BB's, I've had several and they are the best devices I've ever had. To think they are "perfect" is crazy though.

This has never been on BES. If the issue is me and NOT the device, then why won't a sync work with a fresh wipe of the BB and a fresh install of DM on TWO different computers? Don't know why an out of the box BB has a problem when none of the other several out of the box BB's have ever given me an issue. THIS is what leads me to believe it is a hardware issue.

Either way I don't care, the problem is being resolved. I've already wasted way too much time on this and ultimately I'm happy with the results. All other BB's I have had sync'd within 5 minutes of being out of the box, if resolving this means a new device then so be it. The customer service of Vzw did their job in serving the customer regardless of how "true" they are. I could not be happier with them.
On the PC in question, make sure you have Desktop Manager 4.2 SP2 installed (latest version from RIM's website). If you are running XP go to C:\Documents and Settings\username\Application Data\Research In Motion\ and delete the Intellisync directory. (I'm trying to remember this exact location, but it's close to that. I have Vista and the path is different on it. Make sure you have "Show Hidden" ticked under Explorer options to be able to find this directory.)

On the handheld, go to Options/Security Options/General Settings. Then hit the menu key and choose Wipe Handheld. Walk through the steps to wipe the "user data" off the device. Wait for it to come back up.

Now, plug the BB into the PC with provided cable and let XP detect and load the drivers. Go into Desktop Manager (when it opens you should only have 4 icons in DM... Application Loader, Backup and Restore, Media Manager, Switch Device Wizard, Syncronize. If you have others then this you don't have a right install of DM to support BIS email with desktop only sync for PIM.) Once DM is stared go into Syncronize. Choose Configure and Configure Sync. Here pick each PIM choice and link it to your Outlook choice. Once this is done click on Sync Now.

Now, a couple of things to keep in mind. I've seen people accidentally have their address book set to SIM address book so when they sync the normal address book in the BB doesn't show any info, because it's going to the SIM one. Obviously this is not a major issue on the 8830 because normally the SIM may not be present (international only), but if you have a SIM, remove it to simplify things.

Second, in the same Application Data path mentioned above there's sync logs. If it doesn't work, find the most recent log and post the text here if it shows errors.

If you have multiple profiles in Outlook (even though the latest version of DM can handle them easily for sync) set Outlook to use just one for default to simplify things for now.

Do all that and then let us know where you are with it.
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Old 09-05-2007, 08:04 AM   #14 (permalink)
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Quote:
Originally Posted by JRSCCivic98 View Post
On the PC in question, make sure you have Desktop Manager 4.2 SP2 installed (latest version from RIM's website). If you are running XP go to C:\Documents and Settings\username\Application Data\Research In Motion\ and delete the Intellisync directory. (I'm trying to remember this exact location, but it's close to that. I have Vista and the path is different on it. Make sure you have "Show Hidden" ticked under Explorer options to be able to find this directory.)

On the handheld, go to Options/Security Options/General Settings. Then hit the menu key and choose Wipe Handheld. Walk through the steps to wipe the "user data" off the device. Wait for it to come back up.

Now, plug the BB into the PC with provided cable and let XP detect and load the drivers. Go into Desktop Manager (when it opens you should only have 4 icons in DM... Application Loader, Backup and Restore, Media Manager, Switch Device Wizard, Syncronize. If you have others then this you don't have a right install of DM to support BIS email with desktop only sync for PIM.) Once DM is stared go into Syncronize. Choose Configure and Configure Sync. Here pick each PIM choice and link it to your Outlook choice. Once this is done click on Sync Now.

Now, a couple of things to keep in mind. I've seen people accidentally have their address book set to SIM address book so when they sync the normal address book in the BB doesn't show any info, because it's going to the SIM one. Obviously this is not a major issue on the 8830 because normally the SIM may not be present (international only), but if you have a SIM, remove it to simplify things.

Second, in the same Application Data path mentioned above there's sync logs. If it doesn't work, find the most recent log and post the text here if it shows errors.

If you have multiple profiles in Outlook (even though the latest version of DM can handle them easily for sync) set Outlook to use just one for default to simplify things for now.

Do all that and then let us know where you are with it.
Thanks for all the advice. After following it word for word, line by line it did the same thing. What are the log names typically? One thing that I mentioned above, within the program you have the option to view the log but my button is always greyed out (as seen above), indicating there was never a log created.
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Old 09-05-2007, 08:23 AM   #15 (permalink)
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OK, I'm getting on a plane and flying out there. See you in a few hours. LOL.

Seriously, I think it's something you're doing. I've never heard of this happening, especially after an OS reload. Hopefully the new BB will fix this... certainly let us know.

The logs are under the Intellisync directory. Under that directory there's a directory that matches your BB's PIN and under that there's a RIM.TXT file. That's the log file. BTW, what OS is on your PC and are you an administrator user on it?
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Old 09-05-2007, 08:30 AM   #16 (permalink)
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LOL, we'll soon know the truth when my new one arrives (hopefully today). If it works then you have to retract all of those statements about me doing something wrong. LOL.

I'll let you know!
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Old 09-05-2007, 02:21 PM   #17 (permalink)
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Quote:
Originally Posted by JRSCCivic98 View Post
OK, I'm getting on a plane and flying out there. See you in a few hours. LOL.

Seriously, I think it's something you're doing. I've never heard of this happening, especially after an OS reload. Hopefully the new BB will fix this... certainly let us know.

The logs are under the Intellisync directory. Under that directory there's a directory that matches your BB's PIN and under that there's a RIM.TXT file. That's the log file. BTW, what OS is on your PC and are you an administrator user on it?
AH-HEM

The new one worked. So you still think the other one was my fault? LOL, just as the other one "should" have, took it out of the box, put the battery in, connected it to DTM, updated BB OS via Application Loader, setup the sync program (Outlook), sync'd and the first try loaded ALL of my data.

Thanks for the help anyway, it looks like I had a bad BB.
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Old 09-05-2007, 03:50 PM   #18 (permalink)
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Quote:
Originally Posted by Getwild2 View Post
AH-HEM

The new one worked. So you still think the other one was my fault? LOL, just as the other one "should" have, took it out of the box, put the battery in, connected it to DTM, updated BB OS via Application Loader, setup the sync program (Outlook), sync'd and the first try loaded ALL of my data.

Thanks for the help anyway, it looks like I had a bad BB.
Well, I'm glad you got it going on the new one. I'll take back what I said , but I reserve the right to have put my own hands on it. It's just that I've never seen a BB have a "sync" issue and it was tied to it being a "hardware" problem. I can see you having sync problems if the mini usb plug on the BB was bad (non functioning), but if that wasn't the case there's nothing in the BB that's hardware that drives it's ability to sync or not. Hack, who knows what the problem was, but I sure would have loved to tackle it myself if I was around.

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