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Old 07-22-2006, 09:32 PM   #1 (permalink)
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Default Odd Contact Problem -- Please help, affecting multiple users

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Hi,

My organization uses BES connected to an Exchange database.

Two of my users (both using 8700c) are experiencing an issue with their Address Book. Even though I sort the names by last name, they aren't exactly sorted that way. It seems like there is one group of names that is filtered by last name up on top (in alphabetical order).. then a different set of names is below that, all in alphabetical order.

The problem is, if you start typing a name to find it, the BB only returns results from that first "set" of names...

Example:
Abdell, John <- begin address book list... this is the 1st 'group'
Booker, Norbert
Broussard, Megin
Smith, George
Theriot, Jennifer
Anderson, Peter <- 2nd 'group' begins here
Avery, William
O'brien, Matt

If i type in the letter 'a' i should get the following results:
Abdell, John
Anderson, Peter
Avery, William

BUT, i do not get those results, the ONLY result I am getting is:
Abdell, John

if I type 'avery' i get NO results.

This wouldn't be a problem if the contact list was this small, but it ~16,000 contacts (don't ask), so it is clearly out of the question to search through them manually.

Oddly, this kind of appeared out of nowhere. I'm running Small Business Server 2003 on 1 comp, and BES is on Windows Server 2003 on another box.

Anyone know whats going on?
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Old 07-22-2006, 09:54 PM   #2 (permalink)
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Are you using BES 4.0 and he (at some point) completed the Enterprise Activation? Then the first thing I would check is to see if his contacts are 'clean' in Outlook. I have a VP who uses his Outlook contacts for everyting from names and number of people, to notes about something, to bank account numbers. He puts various things in the first and/or last name field, and wonders why things are not sorted correctly (he *only* has 7,000+ contacts, so I feel your pain).

If you are are on BES 4.x, and nobody else can come up with a cause/resolution, I'd recommend wiping his device and redoing the Enterprise Activation. If on BES <4.x, a resync with Intellisync will take well over an hour, so I'd save that as a last resort.
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Old 07-22-2006, 10:06 PM   #3 (permalink)
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Yes, we are using BES 4.0.48 so both of the affected users have completed enterprise activation (side note: why the hell is enterprise activating 8700s the biggest pain in the ass.. stuck on 90%? oh do this and that, okay now your stuck on 98%? delete and undelete this, then connect via usb, then sprinkle fairy dust on the bes server)

During a previous enteprise activation problem with one of the affected users, i went through and 'cleaned' the contacts... it mainly had to do with making sure that all of them had some kind of text in the first name, last name, and company fields. oddly, this problem didn't exist after E.A.

About a week later, both 8700 users started experiencing this segmentation of their contacts. I wiped and reloaded one, including E.A., but it didn't work.

:Looks into crystal ball:
In my future i see... 30 minutes talking to cingular about a problem i *KNOW* they cannot fix, then finally getting forwarded to RIM and another hour & a half with them!
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Old 07-22-2006, 10:10 PM   #4 (permalink)
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EA usually does get 'stuck' around 90%, and I've had some just sit there for almost an hour. Due to the size of the contacts these guys have, I would just let it go. Go to lunch, go shopping, but don't stop it and restart it or you'll have continue to go thru this all day long. And I agree, Cingular help is useless. Do you have T-Support from RIM?

And do these guys have any 3rd party apps installed that could be contributing to this havoc?
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Old 07-22-2006, 10:17 PM   #5 (permalink)
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Quote:
Originally Posted by juwaack68
EA usually does get 'stuck' around 90%, and I've had some just sit there for almost an hour. Due to the size of the contacts these guys have, I would just let it go. Go to lunch, go shopping, but don't stop it and restart it or you'll have continue to go thru this all day long. And I agree, Cingular help is useless. Do you have T-Support from RIM?

And do these guys have any 3rd party apps installed that could be contributing to this havoc?
I waited over 4 days at 90% before giving up and calling cingular/rim. they said it was a known problem with 8700s [If its a known problem, list the fix in your f*$*$ing knowledge base!!!]. Then when we got past 90% it stalled on 98% for another 2 days. There was actually a pretty quick fix for this other KNOWN problem.

No, we cannot afford t-support from RIM. Its basically a fee they are charging you for not having to go through cingular. I've gotten to the point when I use old case #'s when I call cingular, then get forwarded to rim immediately, then say that the problem magically fixed itself and ask them my real question since i have them on the phone. Cingular is 100% useless in answering my issues. I get forwarded to RIM every single time.

3rd party apps? they have no 3rd party apps. thanks for the suggestion though. I would love it if the fix were that simple!

Seriously, even though I'm sounding so frustrated, I really do appreciate your responses. Thanks man.
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Old 07-27-2006, 03:07 AM   #6 (permalink)
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Default Address segmentation

I am a 8270 user who just completed a EA after my company did a Notes to Exchange migration. I am experiencing the same problem.

I have found that Editing unfindable address records and then Saving them allows them to be searched. I have 492 entries, so I'm not crazy about manually doing this work around.

Moreover, I had a searchable segment of the address book, then I did something and the segment went down to zero. I had to Edit and Save my key entries I send emails to in order to start rebuilding the searchable list. Hence, I am hesitant to invest time if something will put be back to ground zero.

I believe the thing I did was remove categories from all contacts in Outlook and then on the BB. I read a support article that filtering and categories can hide addresses, but that didn't result in an address book wide fix.

Yes, my addresses in Outlook are fine, searchable, and have values in First, Last, or Company.

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Old 07-27-2006, 03:21 AM   #7 (permalink)
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Default Multiple address imports

After reading the other thread that comes up from searching the forum on "address sort alphabetical", I realized something else I did...

After the EA, I noticed that I was missing address records. Assuming the BES only restored an older copy of my address records, I performed a manual restore of my address book.

I can't say if the problem pre-existed the address book restore, since I did that shortly after the EA. I can say that I never had this problem before on my 8270, 7290, or 7280... all of which were BES w/ Lotus Notes.
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Old 07-29-2006, 12:46 AM   #8 (permalink)
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Lightbulb Address book fixed

All fixed now...

After sending my Service Books to my 8700g, removing the battery, and then rebooting, my address book was properly sorted again.

As a result, my address book Find worked again within the address book, email addressing, or finding a contact to call.
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Old 08-14-2006, 03:17 PM   #9 (permalink)
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resending the service books eh... we'll see if that works.

it will be odd if it does because I have wiped / reloaded these handhelds a million times trying different things... still having the problem :/
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