Unable to find the BlackBerry smartphone user that is needed to be added to the BlackBerry Enterprise Server.

• BlackBerry® Enterprise Server for Novell® GroupWise®

This issue might be caused by one of the following:

1. The BlackBerry smartphone user's Novell GroupWise visibility settings are set to Post Office.
2. The BlackBerry smartphone user was added to the Novell GroupWise Server today.
3. If in a multi-platform environment that is running a Microsoft® Exchange Server and Microsoft® Identity Integration Server (MIIS) to combine the Microsoft Exchange Global Address List (GAL) with the Novell GroupWise system address book.

Perform the appropriate resolution for the cause.

Cause 1

The BlackBerry smartphone user's Novell GroupWise visibility settings are set to Post Office.

Resolution 1

Change the BlackBerry smartphone user's Novell GroupWise visibility settings to System.

Cause 2

The BlackBerry smartphone user was added to the Novell GroupWise Server today. 

If a BlackBerry smartphone user account was just created in Novell GroupWise, the BlackBerry Enterprise Server will not automatically update the BlackBerry smartphone user information. The update process is typically done each evening.

Resolution 2

From Service Control and Customization tasks, run Sync GroupWise System Address Book.

Cause 3

There is a multi-platform environment and also running a Microsoft Exchange Server and MIIS to combine the Microsoft Exchange Global Address List (GAL) with the Novell GroupWise system address book.

If the BlackBerry smartphone user has been moved from Microsoft® Outlook® to Novell GroupWise, there will be duplicate entries in the Novell GroupWise system address book. This occurs because MIIS combines the Microsoft Exchange GAL with the Novell GroupWise system address book to create one contact list for the entire organization.

Resolution 3

1. Delete the entry created in the Novell GroupWise system address book for the Microsoft Exchange profile.
2. Run the GWSystemaddressbooksync.exe file, which is located in the folder <drive>\Program Files\Research In Motion\BlackBerry Enterprise Server.