Contacts & Memos not syncing to device

[seaners]

As the title states, I noticed yesterday that new/updated contacts and memos are not syncing back and forth between my hosted Exchange server and my BlackBerry. I confirmed that they're syncing fine between PC's through the Exchange server, but nothing is being pushed or pulled from my BlackBerry.

I called my host last night, and they got me to go in and update some settings. Under the DNS Manager they got me to 'Restore Defaults' on MX (Mail Exchanger). The two that I circled in the picture below were missing until I did the restore.



So that was last night, and the syncing is still not happening between my BlackBerry and the server. I also confirmed (funny how tech support never asked me this) that wireless reconciliation is enabled for both contacts and memos. When I did the restore it did say that it could take an hour to take effect, and sometimes up to 48 hours. Maybe I just need to wait? It's been about 14 hours now.

So does anyone have any suggestions?

[JeffH]

It sometimes happens that OTA sync is lost for one of the five apps that BES supports. I don't know why this happens, but here is a solution that has always worked for me:

Be sure to have a current backup before performing this procedure.

1. Options / Advanced Options / Service Books
2. Select the entry "Desktop [SYNC]"
3. Push the Menu button
4. Select Delete
5. Answer "yes" to the "are you sure question?"
6. Without turning off the blackberry, remove the battery
7. Leave the battery out for a few seconds
8. Put the battery back in
9. After the blackberry boots up, select Options / Advanced Options / Service Books
10. Push the Menu button
11. Select Undelete

The Wireless Sync option should now be present for Contacts, Tasks, Notes, Messages, and Calendar. It may be necessary to do this procedure more than once. The first time I did it, the service book came back, but the Wireless Sync option did not come back. I repeated the entire process and the second time the Wireless Sync capability was restored. So if you do it and it doesn't work, repeat the entire process. I've successfully used this process to restore OTA synching for contacts, notes, tasks and the calendar. I've never had the problem with Messages.

If this process doesn't work, Blackberry Technical Support Knowledge Base Article KB10105 may apply. Here is the link: http://www.blackberry.com/btsc/artic...AL_Public.html

If this Knowledge Base article applies, your IT department will have to solve the problem. It's beyond user solution.

Calendar Corollary: If you've done the procedure above, and all five apps are showing Wireless Sync, but the Calendar is not showing appointments, then turn off wireless sync in the calendar options, exit out of the calendar, go back into the calendar, and turn wireless sync back on. I've had to do this extra step to get the calendar to pick up existing appointments.

[seaners]

Thanks. I tried that twice, but it didn't help unfortunately. Now I don't even see the wireless reconcile option from within the contact and memo applications:





And I tried to open that article, but it just gives me this error:



Edit: and here are my service books after all is said and done:

[seaners]

Still nothing. And I'm wondering if deleting that service book (and subsequently undeleting it) messed things up more (?). I restored my device based on the backup I created prior to deleting the service book, but I don't think it helped. My contacts and memos still aren't syncing with my device (I don't even think the option is there), and now my BBM pics for all my contacts are either blank or extremely miniature. Something is seriously wrong with my device right now.

[JeffH]

I've never had a problem caused by deleting and undeleting service books. Unfortunately I don't have any additional suggestions other than to contact your IT Help Desk. It may be that your IT department has made some change that has had unanticipated consequences for you.

[seaners]

I'm at a loss. I called my carrier and had them delete my BES access and re-add it - that didn't work.

I then called my Exchange host to troubleshoot. This time they got me to remove my BlackBerry from the email system and re-add it via the Enterprise Activation process. This removed the 2 mx records that the first agent got me to create. Apparently I don't need them as they were only for webmail.

Anyways, my calendar and email seems fine for the most part, but still no contacts or memos. Can you confim something for me: in Contacts > Menu > Options > Desktop - should I have a 'Wireless synchronization' option? I swear I did before I started any of this troubleshooting, but now I don't for contacts or memos. The option is there for calendar and email though. This is where the problem is I think, but I don't know how to get it back. My host just says "wait up to 48 hours"...that's what they said last time, and I'm tired of waiting (plus I don't think it will do anything).

[JeffH]

Yes, you should have Wireless Sync as an option for both Memos and Contacts. The procedure I gave you earlier should have restored the option. I'm stumped also.

[seaners]

I completed the following steps:

KB10594-Wireless Synchronization option is missing or not available for the contact list, memo list, task list, and calendar

Resolution 1: Just like you suggested
Resolution 2: Didn't do anything
Resolution 3: Didn't do anything
Resolution 4: Didn't do anything. I did this via GoDaddy's customer interface. But it now shows at the top of my service book list, and the 'Undelete' option is still available. So even though I "restored" the service book remotely, I still did the 'undelete' from my device to see if that would do anything.
Resolution 5: Didn't do anything. Same answer as above.
Resolution 6: I can't do this as I am not the admin, and it's not available in the end user interface. Dare I suggest that I call GoDaddy again and see if I can walk them through this step?
Additional information: I did this and tried to view it through the 'Enterprise Activation' screen, but it only got as far as completing the calendar sync and then it just froze there. I had to cancel it after about half an hour:


So back to resolution 6

Using BlackBerry Administration Service:

In the BlackBerry Administration Service under BlackBerry solution management expand User and click Manage Users
Search for the user of the affected BlackBerry smartphone
Click the name of the affected user.
Click the Policies tab.
Click the Policy listed under the Resolved IT policy name heading.
Ensure that nothing is set to Disabled in the PIM Synchronization heading if it's shown.
If anything is set to 'Yes' click the PIM Synchronization heading to view the IT Policy.
Click Edit and change the PIM Synchronization values appropriately.
Click Save All

Do you think calling GoDaddy and asking them to check this will help my situation?

[seaners]

So I called them the other day, only to be told that my carrier hosts the BES, not them! LOL! The guy didn't even know what an IT Policy was. Why they don't have a dedicated BlackBerry queue is beyond me. This is basic stuff guys! Anyways I thanked him but told him he was 100% wrong, and that I would email my request instead.

I emailed them all the steps I already did (my previous post), and I received a scripted response telling me to try all the things I already told them I did (save one that was similar, and didn't do anything). So I email back and this time I'm getting a bit agitated. Finally they say they'll escalate it to their advanced tech guys. I just got a response and it's finally resolved:

Originally Posted by GoDaddy

Dear Sir/Madam,
Thank you for contacting advanced support. The issue you were experiencing with your Blackberry being unable to connect to your Hosted Exchange email should be resolved at this time. We have restarted the server that your device is on and confirmed that it should be functioning correctly at this time. If you are still experiencing difficulties, please remove your device from the Hosted Exchange Control Center and reactivate it. If the issue still persists, please reply with details of exactly when the issue occurs, what happens and details of any error messages. Thank you for your patience in this matter.

Please let us know if we can help you in any other way.

Sincerely,
********
Advanced Product Specialist

4 days and very poor customer service...I deserve (but won't ask for) to be compensated in some way (free service for a month?). It's not like I triggered this. And if I hadn't persisted, it still would have been going on. I wonder how many other people are on that server and were also affected.

Anyways, thanks for your help JeffH - I really appreciate it.

[JeffH]

I'm glad you were able to persist and get a solution. Thanks for posting the resolution. That could save a lot of time for the next person who has the same problem.