IT policy locking down contacts?

[mleson]

Hello, having a bit of trouble with one of our user's devices (Bold 9700). It is a personal device that we've added to the BES so that our user could pick up his work email. However, since we've put him on there, he has not been able to add or edit contacts at all, and I can't figure out the cause. Details:

1. He can go into his contacts and view them, but if he goes into menu -> new contact, or attempts to edit a contact that exists on his phone, it never brings him to the screen to edit contacts. A few times, the phone has frozen, but usually it just seems to ignore the command and leaves him viewing his contacts.

2. We're not currently requiring any kind of IT policy on phones, so I've pushed down a blank IT policy to see if this would resolve the behaviour (the phone showed that the firewall was enabled, with a lock icon - this seems to indicate that there's a policy pushed to it, based on what I've read). No change.

3. I've also tried removing the device from the BES server, deleting the device out did not change anything on the handheld. I then took out the SD card, backed up the Bold and ran the /resettofactory command to blank it. After this, no firewall and lock, and I could edit contacts. Restored data to device, it still allowed me to work with contacts.

4. I added the device back into the BES, and started the enterprise activation on the phone. It got to around 97% but hung there for quite a bit. I was still able to work with contacts at that time. I popped the battery to replace the micro SD, replaced the battery, and when it booted back up, it gave me the enterprise activation successful message, popped up some terms of service, and returned to square one (can't edit contacts, firewall is set to enabled and locked).


So that's where I got with it - ideally, I'd like to be able to resolve the contacts issue with the phone attached to the BES, but as a second best, if I can clear the firewall + lock, our carrier will check it (right now, reasonably enough, they say an IT policy = not our problem). Any suggestions?

[AndreasK]

- how many contacts doe the user have in outlook?
- how much space is available on the device?

the activation can hang towards the end very often caused by a large number of contacts. However the unable to edit problem should not be because of this.

So if you go into options -> security options -> information, what is the name of the IT policy? and is it the same as the blank one that you pushed to the device?