KB18562 - Unable to restore data to a replacement BlackBerry smartphone after an Enterprise Activation


Environment

• BlackBerry® Device Software version 4.2 and later
• BlackBerry® Desktop Manager version 4.2 and later

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Overview

After an enterprise activation of a new BlackBerry smartphone for an existing BlackBerry smartphone user, not all data is restored to the new BlackBerry smartphone when using the switch device wizard. The same occurs when restoring the data from a backup file.

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Cause

The BlackBerry smartphone is configured for wireless synchronization.

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Resolution

Cause

The BlackBerry smartphone is configured for wireless synchronization.


Resolution

1. On the BlackBerry smartphone, turn off the mobile network connection and select Options and then Advanced Options.
2. Open the Services Books and delete the DESKTOP [SYNC] service book.
3. Connect the BlackBerry smartphone to the computer and open BlackBerry Desktop Manager.
4. Open the Backup and Restore utility in BlackBerry Desktop Manager.
5. Click on Restore and select the backup file that was previously created. (Warning: this will override all data that is currently on the BlackBerry smartphone and replace it with the database contents from the Backup.)
6. After the restore is complete, verify that all desired information is now on the BlackBerry smartphone.
7. Open the Services Books and delete the DESKTOP [SYNC] service book.
8. Resend service books from the BlackBerry® Enterprise Server.

Note: A new enterprise activation may be required. For assistance with this refer to KB03674.

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