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KB10475 - Unable to wirelessly synchronize Address Book, MemoPad, and Tasks
 
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Old 02-11-2009, 09:24 AM
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Default KB10475 - Unable to wirelessly synchronize Address Book, MemoPad, and Tasks

KB10475 - Unable to wirelessly synchronize Address Book, MemoPad, and Tasks


Environment

  • BlackBerry® Enterprise Server software versions 4.0 and 4.1 for Microsoft® Exchange
  • BlackBerry smartphones



Overview

On the BlackBerry smartphone, the wireless synchronization options for the Address Book, Tasks, and MemoPad applications are turned on. However, when a new entry is created on the BlackBerry smartphone or in Microsoft® Outlook®, no update occurs.



Cause

This issue may be caused by one of the following:



Resolution

Cause 1

The BlackBerry Synchronization Service has stopped or is not running.
Resolution

Restart the BlackBerry Synchronization Service by completing the following steps on the computer running the BlackBerry Enterprise Server:
  1. From the Control Panel, double-click Administrative Tools.
  2. Double-click Services.
  3. Right-click BlackBerry Synchronization Service and click Start.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789



Cause 2

The Microsoft XML Parser is not functioning correctly. The following error appears in the Microsoft Event Viewer Application Log:
[SYNC-Gate] Failed to parse DevMgmt's field mapping XML data.
Resolution 1

Repair the Microsoft XML Parser by completing the following steps:
  1. From the Control Panel, double-click Add/Remove Programs.
  2. Select a version of Micrsoft XML Parser and click Click here for support information. Note the version in case it is required for later steps.
  3. Click Repair.
  4. Click Yes.
  5. If you are prompted to restart the BlackBerry Enterprise Server, click Yes.
Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
Note: If you receive the following error message, proceed to Resolution 2.
Cannot find network location or original folder when trying to repair the software
This error message indicates that the installation might be corrupted because the temporary InstallShield files no longer exist on the computer. You can try to navigate to the original folder, if it is located on the local computer, and complete the repair.
Resolution 2

If you are unable to repair the Microsoft XML Parser because it is corrupted, complete the following tasks to remove and re-install it.
Task A

Stop all BlackBerry Enterprise Server services and set the Startup type to Manual by completing the following steps:
  1. From the Control Panel, double-click Administrative Tools.
  2. Double-click Services.
  3. Right-click BlackBerry Service and click Stop all services. See Step 7 in the Resolution field of Cause 3 below for the correct order of BlackBerry Enterprise Server services.
  4. Right-click the BlackBerry Service, click Properties, then click the General tab.
  5. From the Startup Type drop-down list, click Manual.
  6. Click Apply.
  7. Click OK.

    Note: By default, the BlackBerry Database Consistency Checker is set to Disabled. Leave it in this state.
  8. Complete steps 1 to 7 for each BlackBerry Enterprise Server service.
Task B

Remove the Microsoft XML Parser and restart the BlackBerry Enterprise Server by completing the following steps:
  1. From the Control Panel, double-click Add/Remove Programs.
  2. Select a version of Microsoft XML Parser, then click Remove.
  3. Click Yes.
  4. If you are prompted to restart the BlackBerry Enterprise Server, click Yes.

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

Install Microsoft XML Parser from the BlackBerry Enterprise Server installation files or media by completing the following steps:
  1. Navigate to the folder that contains the extracted BlackBerry Enterprise Server installation files.
  2. Open the folder and navigate to the Tools folder.
  3. Locate and double-click the msxml.msi file to begin the installation.
  4. If you are prompted to restart the BlackBerry Enterprise Server, click Yes.

    Note: If you cannot locate the msxml.msi file, download it from the Microsoft Download Center.
Task D

Start the BlackBerry Enterprise Server services one by one and set the startup type of each service to Automatic by completing the following steps:
  1. From the Control Panel, double-click Administrative Tools.
  2. Double-click Services.
  3. Right-click the BlackBerry Enterprise Server service, and click Start for all services. See Step 7 in the Resolution field of Cause 3 for the correct order of BlackBerry Enterprise Server services.
  4. Right-click the BlackBerry Enterprise Server service, click Properties, then click the General tab.
  5. From the Startup Type drop-down list, click Automatic.
  6. Click Apply.
  7. Click OK.

    Note: By defualt, the BlackBerry Database Consistency Checker is set to Disabled. Leave it in this state.
  8. Complete steps 1 to 7 for each BlackBerry Enterprise Server service.



Cause 3

The BlackBerry Enterprise Server administration account password has been changed and the BlackBerry Enterprise Server services have not been updated.
Resolution

Stop each BlackBerry Enterprise Server service and change the password on the Logon As tab. Then, start each BlackBerry Enterprise Server service by completing the following steps:
  1. From the Control Panel, double-click Administrative Tools.
  2. Double-click Services.
  3. Right-click the BlackBerry Enterprise Server service, and click Stop all services. See Step 7 for the correct order of BlackBerry Enterprise Server services.
  4. Right-click the BlackBerry Enterprise Server service, click Properties, then click the Logon tab.
  5. Verify that the correct account and password have been entered, click Apply, hen click OK.
  6. Complete steps 1 to 5 for each BlackBerry Enterprise Server service.
  7. Start or stop the BlackBerry Enterprise Server services in the following order:
    1. BlackBerry Router
    2. BlackBerry Dispatcher
    3. BlackBerry Controller
    4. All remaining BlackBerry Enterprise Server services
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
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