KB17542 - How to reload missing BlackBerry smartphone data into the BlackBerry Manager


Environment

• BlackBerry® Enterprise Server Resource Kit version 4.1 SP6
• SDR95925
• SDR245373
• SDR253386

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Overview

In some circumstances, BlackBerry smartphone specific fields like phone number and Hardware identification (ID) are not synchronized with the BlackBerry Manager User View. This causes issues with Administrators attempting to run audits within their environments.

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Cause

The Handheld Agent may not have synchronized from the BlackBerry® smartphone to the BlackBerry® Enterprise Server.

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Workaround

1. Log in to the BES Server as the Windows Service Account for the BESAdmin.
2. Download and unpack the BlackBerry Enterprise Server Resource Kit onto the BES Server. Note: Download the BlackBerry Enterprise Server Resource Kit User Guide located at BlackBerry - Enterprise Server Resource Kit and refer to pages 35-38.
3. Create a list of PIN numbers (or email addresses) Note: For instructions to export BlackBerry smartphone user information from the BlackBerry Manager to a file see KB11477
   
   
   1. Import into Excel.
   2. Sort by Phone Number and remove all users with a valid Phone Number.
   3. Remove all columns except the PIN (or Email Address) column.
   4. Remove the first row/headings.
   5. Save this as a text file into the SyncRequest folder of the BRK for easy access.
4. If you wish to test, create a short text file with a list of PIN numbers (or Email Addresses) and save in the same location.
5. Open a command window and navigate to the SyncRequest folder.
6. 1. To submit a list of PIN numbers:
      SyncRequest.exe -n -db -sync "Handheld Agent" -value_type pin -inputfile
   2. To submit a list of Email addresses:
      SyncRequest.exe -n -db -sync "Handheld Agent" -value_type emailaddress -inputfile
7. Restart the BlackBerry Synchronization Service.

To monitor its progress, the SYNC log will show the process with [SYNC-DSession] "headings" and "*** SLOWSYNC COMPLETE *** [username]" for each device/user.

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Additional Information

There may be a delay in executing subsequent or repeat commands. My first test went almost immediately, but my second request seemed to stall in the “queue” for approximately 30 minutes.
This is informational only, in case it appears to be waiting for a long time with no apparent change in the BlackBerry Manager. Each user request may take a minute or two to complete. It is recommended to run a small batch test of 5 users.

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