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Multiple contacts synching on BES
 
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Old 02-10-2009, 06:44 PM
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Default Multiple contacts synching on BES

One of our users is getting multiple duplicates of their contacts. 1 person will show 4 or 5 times in a row. It's creating a big problem. Nobody else on our BES has the problem. Has anyone seen that before? It's a bigger problem because he's my boss, and he has a couple of thousand regular contacts, so having 4 to 5 times that is a big issue.
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Old 02-10-2009, 07:15 PM
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Welcome to the forum, kehanra99.

What messaging platform?
What version and service pack of BES?
Are there also duplicates in the user's desktop address book, or only on the handheld?
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Old 02-11-2009, 02:12 AM
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We have an Exchange Server 2007, and I believe we're on Blackberry Manager 4.1.4.15

Again, this is a single user. They have a Windows Mobile phone that is not having any trouble with synchronization, and he does not have these types of duplicates in his contacts in Outlook.

He sent me a message saying I'm now in his contacts 7 times with the exact same information.
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Old 02-11-2009, 02:19 AM
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So the user has multiple smartphone devices connected to the one mailbox?

A windows mobile phone and a BlackBerry?

What about Outlook clients?

Are you sure the BlackBerry is connected using the BES and only the BES? Is your boss using any Desktop Manager software?

If it were me, I'd do a few things:

1) Isolate the devices; only use one at a time.
2) Backup the BlackBerry and Win Mobile device, wipe them both, and then upgrade the software on both of them to the newest versions available
3) Go into Outlook Web Access or Outlook without using cached mode and look to see how the mailbox is. Are there dupes? If so, get them cleaned out.
4) Activate one of the two devices and see how the sync / reconciliation works
5) After verified wipe that device and try with the other device
6) If both work, then try activating the original device again and see how everything goes.

Please provide as much info about this users particular setup as possible including device models, device os versions, outlook versions, desktop manager.

You won't be able to provide too much info ... so don't hold back!
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Old 02-11-2009, 08:23 AM
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One quick way to get a count of the contacts for both would be to open the users Contacts in Outlook. It will tell you how many are in there in the bottom left-hand side. Then open the Address Book on the BB and go to Options. How many are in there. Is there a big difference or none at all?

Also, what about the MAPI32.dll version on the BES?
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Old 02-11-2009, 10:31 AM
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The user was setup for the first time on a BES yesterday morning. They have the new 8900, and had nothing installed on it prior to setup in Enterprise Activation.

He doesn't have anything installed for desktop management and we haven't setup any web based email either. The original sync ran for about 10 hours, adding multiple instances of each contact that are not seen in any other location.

He has a little over 4000 contacts shown in Outlook, and the final count on the Blackberry was 22k. It actually crashed the phone at one point. He literally has 5-7 contacts with identical phone and email information for each person in his list.

I have the same thing going here as far as a Windows Mobile and Blackberry phone running and I don't have the same issues. The only difference between us is I had the Blackberry first, then activated the Windows Mobile phone later.
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Old 02-11-2009, 10:53 AM
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Do you also have ~4000 contacts?

I would recommend wiping the device and attempting a wired Enterprise Activation.

Either that or after wiping the device disable wireless PIM sync and then perform the Enterprise Activation without PIM sync enabled. The EA should go fast ... after that, enable wireless PIM sync to get the PIM data over.
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Old 02-11-2009, 11:41 AM
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I may have found something here...does the BES sync sub-folders of the contacts list heirarchy in Outlook, or just the top level contacts folder like Windows Mobile does?
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Old 02-11-2009, 12:13 PM
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just the root folder.
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Old 03-10-2009, 08:43 AM
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Quote:
Originally Posted by hdawg View Post
just the root folder.
Are there instances where it would take every contact? I had all of my contacts in the main Contacts folder, in Outlook, and they all sync'd fine to my Storm. I've since created a sub-folder and thrown a few contacts into that, yet my Storm still shows all of my contacts.

Also, another user had his some contacts in the main, and some in a sub-folder before they ever sync'd to his Storm. He also sees every contact.

Is this normal behavior? Can BES tell Outlook or the Storms which contacts folders to sync with?

Exchange 2007
Outlook 2007
BES: v4.1.4.17
Storm: v4.7.0.75

Thanks!
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Old 03-10-2009, 12:08 PM
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Quote:
Originally Posted by hdawg View Post
Do you also have ~4000 contacts?

I would recommend wiping the device and attempting a wired Enterprise Activation.

Either that or after wiping the device disable wireless PIM sync and then perform the Enterprise Activation without PIM sync enabled. The EA should go fast ... after that, enable wireless PIM sync to get the PIM data over.
You can also go into the address book > options > type RSET. This will clear the address book and reload from Exchange.
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Old 03-10-2009, 03:59 PM
Abe Abe is offline
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Quote:
Originally Posted by terran View Post
Is this normal behavior? Can BES tell Outlook or the Storms which contacts folders to sync with?
Yes, that is normal behavior. But there is a registry switch which turns off synchronization of PIM subfolders. This is the BTSC article that describes the registry key: http://www.port3101.org/featured-bla...m-folders.html
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Old 03-11-2009, 08:35 AM
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Quote:
Originally Posted by Abe View Post
...there is a registry switch which turns off synchronization of PIM subfolders. This is the BTSC article that describes the registry key: http://www.port3101.org/featured-bla...m-folders.html
Ah, that requires BES. Our blackberry admin (for whom I'm covering, this week) just revealed that we only have BPS, not BES. Bummer. :\

Thanks for your help, though!
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Old 03-11-2009, 08:49 AM
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The registry key should work on BPS, too. Both, BPS and BES, share the same "base software".
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Old 03-11-2009, 08:56 AM
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Quote:
Originally Posted by Abe View Post
The registry key should work on BPS, too. Both, BPS and BES, share the same "base software".
Call me dense, then, because I must be missing something. I added that registry key (following the instructions from the link, above), closed the registry editor, opened Blackberry Manager, and clicked the Restart BlackBerry Server link. I've also gone to the contacts options on my Storm and typed RSET to reload the contacts. However, my subfolders are still being sync'd.

Do I need to reboot the physical server? Reboot the devices? Resend the IT Policy and/or Service Books?
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Old 03-11-2009, 09:02 AM
Abe Abe is offline
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It could be the case that you need to reboot the whole server. But I can't tell you for sure as I never had to apply this reg key myself.
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Old 03-11-2009, 09:48 AM
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Quote:
Originally Posted by Abe View Post
...you need to reboot the whole server....
That was the issue. I rebooted the server, then did the RSET trick in the contacts options, on my device, and it began syncing only the root folder.

Thanks for your help, guys!
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