Little bit of an issue after applying SP1 to BES 5.
All of my users lost their address book.

In BAS, when I call up a user's account, this is the error that is displayed:
"A general mailstore error was encountered while attempting to retrieve the user's private contact folders. The private contact folders will not be displayed. "

Config:
MS Exchange 2007 SP1
BES 5.0.1
OCS 2007 R1

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Just quick update...
RIM T-Support has acknowledged this as a known issue with SP1 and assigned it a "Serious" condition.

They are working on a fix and hopefully it'll come soon because this little bug is nasty.

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Interesting that this was not been reported by anyone in the Beta team.

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They should make me part of the beta team then.

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Update from RIM as of a few minutes ago:

Hello Richard,

My name is XXXXXX; I'm an analyst with the BlackBerry Server team.

I just wanted to let you know we are aware of this issue with 5.0 SP1 with disappearing contacts and are waiting for a Software Development request and a fix or workaround.

I have confirmed the log lines you are receiving identify the issue with Migrating contact information in the Configuration database.

I would like to know some additional information in order to further Validate the issue:

1. What version/maintenance release of BlackBerry Enterprise Server have you upgraded from? [BES 5.0 MR3]

2. Were users added to 5.0 using Enterprise Transporter or was this an in place upgrade from 4.1? [In-Place from BES 4.1.6]

We don't have a timeframe yet as to when a fix will be available. [That sucks.]

Thank you again for contacting us.

Sincerely,

XXXXXXXXX
BlackBerry Customer Support
Research In Motion Limited
Tel:
NA Toll Free: 1-877-255-2377
UK Toll Free: 0808 100 7466
Europe: +44 1753 558400
Worldwide: +1-519-888-6181
Email: help@blackberry.com
Web: Smartphones, Cell Phones & Smart Phones at BlackBerry.com

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I just had 2 users contact me with this same issue. I am currently having one do a wireless activation again to see if his contacts will re-sync.

Have you had any luck with this?

So, just to clarify, the contacts were *only* lost from the handheld, and not from the mail client, correct?

Just curious to see if the RSET commad did anything to help....?

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You may know me as Juwaack68

RSET is for the calendar to resync, not contacts.

why don't you go into the contacts and try it and let us know if you still feel the same way...

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Two months ago, I saw a provocative movie on cable TV. It was called The Net, with that girl from the bus.

hahaha Betcha it resets from server

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ALT-RSET from options screen of contacts did nothing. Also tried ALT+RBLD from options screen of contacts and no dice there either.

Can't believe RIM did this...Does anyone have any more info?

RSET works in contacts, just as it does on calendar. In fact, RIM Tech Support had me try this during troubleshooting. Unfortunately, it didn't help in this situation and I think that scared RIM a bit.

I reactivated a few handhelds and some got their address books back. Not all of them though.
Resend service books didn't seem to have any effect.

RIM believes it's some type of database configuration issue. (I agree.)

Julie... yes, this only effects the handheld. Mail client (I can only speak to Exchange/Outlook) remains intact.

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You don't need to hold the ALT key while typing RSET.....at least pre-SP1.

__________________
You may know me as Juwaack68

Thanks, Mr. Sammich. Glad you upgraded first How many users are squawkin at you?

What flavor database are you using? I'm assuming remote SQL, but what version?

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You may know me as Juwaack68

Don't know about Mr. Sammich, but I am using SQL Server 2005 and yes, remote.

Really annoyed with RIM right now.

We're running a remote mirrored SQL 2005 database.
We're a small shop so I only have about 100 users... many probably haven't noticed their address book is missing yet.

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Did they mention under which conditions this happens? Just curious.

__________________
BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.

Nope, but I suspect they already have a good idea based on the questions they were asking me.

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Yeah, that's what I was thinking. Hopefully they can shove things into MR1 and have a quick release.

__________________
BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.

no alt, just RSET.

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Two months ago, I saw a provocative movie on cable TV. It was called The Net, with that girl from the bus.

RSET still didn't do anything. I am even having problems making it 100% through a reactivation...

I just spoke to RIM, they said they still don't have a fix or workaround and also still have no ETA.

i just registered and found this, was planning on upgrading to SP1 tonight! thanks for the findings, saved me about 130 phone calls...

I gave instructions to all of my users to reactivate to retrieve contacts. Some did it and it worked. Others say the contacts mystically reappeared overnight.

Anyone else have news?

Has anyone checked on the affected user's devices whether they have the DESKTOP[SYNC] service book? Maybe service books were pushed over night that resent this service book causing the contacts to resync.

Also, is the Wireless Reconcile Option available for the "Desktop" contacts under Contacts>Options on the devices?

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Two months ago, I saw a provocative movie on cable TV. It was called The Net, with that girl from the bus.

What does not make sense to me is why would it wipe out the contacts as opposed to just not updating what you change in exchange? arnt these contacts stored in the phone?

Resending service books and then rebooting the BB seems to be fixing it here

Is this something we need to "deal with" or should we wait for RIM to address this?

I just called, they are still working on it.

Man, it has been nothing but problems with SP1.

Aside from some of my users not having contacts, others haevent received emails since the upgrade was done, and Activating accounts hasnt worked at all.

Is this an issue with BES 5.0 SP1 Only? I just started rolling out Blackberry Tours on a BES 5.0 server with MR3 applied. I have a client who has 6000 contacts and it seems that after we activated his device we started getting the same error. My question, Is there a limit to how many contacts these devices should reconcile?
Also none of my Pilot users have lost their contacts, will they?

A few additional notes on this issue:

1. Among other things mentioned above, simply setting an activation password and having the affected user(s) do a new EA will resolve the disappearing contacts problem.

2. Completely removing the user account from BES, then readding the user to BES and doing the reactivation will fully resolve the address book issue, as well as clear up the "A general mailstore error was encountered while attempting to retrieve the user's private contact folders. The private contact folders will not be displayed. " error message in their BES account.

3. An additional symptom has been discovered during troubleshooting. It seems that 'Public Contacts Folder' syncing is completely broken at this point.
I've added that to the open ticket with RIM.

4. RIM has uploaded a new build of the SP1 download on their site earlier today. While they did not confirm that it specifically addresses this problem, they did say that the new build *might* resolve the problem. I have not yet tried it as I am waiting for official confirmation from a higher-tier tech support contact at RIM.

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RIM has published a fix: View Document

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I've just requested the sql script from T-Support.
Thanks, Abe.

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Received the script, but it's crappy at best.

While this script does address the disappearing contacts on the handheld and should force a slow-sync to repopulate... it doesn't fix the problem in BAS. (Red error message mentioned in first post.)

I've alerted RIM that the error message still appears for all users, and currently the only way to "fix" that part is to remove the user from BES and re-add them.

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^^ Scratch that. I guess the handhelds needed to have a slow-sync occur in order for that error message to clear.

As of now, all users are mostly back to normal. Address books (private contacts) are syncing fine, and no errors in their BAS profiles.

One outstanding issue remains, in that Public Contact Folder sync is still broken.
RIM has screenshots and my BES logs for the past few days (including today) and they're investigating this.
Hopefully they'll have a fix for that soon too.

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What did you do to kick off the slow sync? Delete/undelete the Desktop[SYNC] service book?

__________________
You may know me as Juwaack68

I didn't do anything. Happened on its own shortly after the SQL script was run against the database. It was either coincidence, or RIM build some type of trigger into the script which forced it to happen.

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Email from RIM regarding this issue.

SUBJECT: Action Required: BlackBerry Enterprise Server 5.0 SP1 download

Our records indicate that you downloaded BlackBerry® Enterprise Server 5.0.1 Bundle 72. An issue has been identified with this particular software bundle and the software file has since been removed from the site. RIM recommends that you do not install this software. This software bundle has been replaced with BlackBerry Enterprise Server 5.0.1 Bundle 70.

If you have not installed BlackBerry Enterprise Server 5.0.1 Bundle 72 please delete the file and obtain the BlackBerry Enterprise Server 5.0 SP1 Bundle 70 by visiting http://e.blackberry.com/servlet/cc6?...lphgHtQJhuV2VR


If you have already installed BlackBerry Enterprise Server 5.0.1 Bundle 72 please contact BlackBerry Technical Support at help@blackberry.net with RQST00008245202 in the subject line and we will work to assist you with resolving any issues you may be experiencing with the software update. For further information please reference KB20277
View Document


We apologize for any inconvenience.

Best regards,
BlackBerry Technical Support


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Nice.

__________________
You may know me as Juwaack68

There's a BRK tool that you can use from the server, assuming you don't want to have to see and talk to the user

__________________
BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.

BES 5.0.1 72
Wn Ser 03 SP2

I ran the FixSyncFolderPrivateAdd.sql direct from the server and it completed, said done.

It has been 14 hours and i still see many of my users with the red message.