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Old 01-08-2009, 02:54 PM
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Default KB11639 - EA process stops when attempting to synchronize the memo or contact list

KB11639 - EA process stops when attempting to synchronize the memo or contact list

  • BlackBerry® Enterprise Server version 4.0 to 4.1 for Microsoft® Exchange
  • BlackBerry smartphone
  • Microsoft® Outlook®
  • SDR114761
  • SDR115569
  • SDR161011


The enterprise activation process stops responding at 11%, 12%, 59%, 60%, or 96%. The following entries appear in the BlackBerry Messaging Agent (MAGT) log files or in the Application Log on the BlackBerry Enterprise Server:
[20528] (09/29 10:23:29):{0x56C} {[email protected]} ConstructPIMFolder - Failed to open the contact folder for user (0x8004010f)

[40800] (09/29 10:26:26):{0x258C} {[email protected]} Starting Address Book rescan

[40879] (09/29 10:26:26):{0x258C} {[email protected]} No folders exist, rescan complete (type=1)
[20530] (09/29 10:23:29):{0x56C} {[email protected]} ConstructPIMFolder - Failed to open the memo folder for user (0x8004010f) [40856] (09/29 10:26:26):{0x56C} {[email protected]} Starting Memos rescan

[40879] (09/29 10:26:26):{0x56C} {[email protected]} No folders exist, rescan complete (type=3)
Note: This issue might also apply to the synchronization of contacts, tasks, or memos over the wireless network.


The following values in the user's mailbox do not match. They can be viewed with a Messaging Application Programming Interface (MAPI) editor, such as Microsoft® Foundations Classes MAPI (MFCMAPI) at the Root Container:
These values do not match their corresponding PR_ENTRYID.


To resolve this issue, complete the following steps:
  1. Start Microsoft Outlook with a reset folder flag by going to Start > Run and typing "OUTLOOK /resetfolders".
  2. The BlackBerry smartphone may not synchronize any existing notes though any new notes, memos, or contacts will synchronize. If you want the old notes, memos, or contacts to synchronize, open and close each one.
  3. Cancel the Enterprise Activation and perform the Enterprise Activation again.
For more information on Microsoft Foundations Classes MAPI (MFCMAPI), see


To work around this issue, complete the following steps:
  1. Cancel the enterprise activation process attempt.
  2. Turn off Wireless Synchronization for the non-functioning organization application database (for example, Memos) for the BlackBerry smartphone user trying to complete the enterprise activation process.
    1. Open BlackBerry Manager, highlight the BlackBerry Enterprise Server from the Explorer view, and select the Users tab.
    2. Highlight the BlackBerry smartphone user attempting the enterprise activation process and click Edit Properties.
    3. From the PIM Sync property, locate the organization application database that is causing the enterprise activation process to fail and change Synchronization enabled to False.
  3. Have the BlackBerry smartphone user try to complete the enterprise activation process again.
  4. Once the enterprise activation process has been successfully completed, turn on the organization application database that was turned off in Step 2 by changing Synchronization enabled back to True.

Additional Information

To verify that the problem is a result of PR_ENTRYID values that do not match, complete the following steps:
  1. On the BlackBerry smartphone user's computer, open the MAPI Editor (MFCMAPI).
  2. Click Session.
  3. Click Logon and Display Store Table.
  4. If there are multiple MAPI profiles, select the BlackBerry smartphone user's mailbox from the list and click OK. If there is only one MAPI profile, proceed to step 5.
  5. Double-click Mailbox and select Name.
  6. Select Root Container and locate the PR_IPM_CONTACT_FOLDER_ ENTRYID or PR_IPM_NOTE_ENTRYID property.
  7. Double-click PR_IPM_CONTACT_FOLDER_ ENTRYID or PR_IPM_NOTE_ENTRYID and note the binary value.
  8. Expand Root Container.
  9. Expand Top of Information Store.
  10. Click Contacts or Notes and locate the PR_ENTRYID entry.

    Note: The PR_ENTRYID entry may also be referred to as PR_MEMBER_ENTRYID.
  11. Double-click the PR_ENTRYID and note the binary value.
Compare the binary values found in steps 6 and 10. If these values do not match, the BlackBerry Enterprise Server will be unable to synchronize contacts, tasks, or memos because the value at the root container is used to locate the entry in the information store.

If you replace the PR_IPM_CONTACT_FOLDER_ ENTRYID or PR_IPM_NOTE_FOLDER_ ENTRYID values with the corresponding Contacts or Notes value PR_ENTRYID, the issue may be resolved. You must restart the BlackBerry Controller service after making any changes.

Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
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