Unable to wirelessly synchronize contacts, memos, and tasks with the BlackBerry smartphone

Article ID: KB10475

Type: Support Content

Last Modified: 04-10-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.0 to 5.0 SP2 for Microsoft® Exchange
  • BlackBerry® Professional Software
CollapseOverview

On the BlackBerry® smartphone, the wireless synchronization options for the Contacts, 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.

If the above scenario occurs, please see the below checklist

1) Confirm that the BlackBerry® Synchronization Service is running

If the service is stopped, 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.

 

2) Confirm the Microsoft® XML Parser is not functioning correctly

The following error appears in the Windows® Event Viewer Application Log:

'[SYNC-Gate] Failed to parse DevMgmt's field mapping XML data."

Repair the Microsoft XML Parser and SDK by completing the following steps:

  1. From the Control Panel, double-click Add/Remove Programs.
  2. Select a version of Microsoft XML Parser and SDK 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 delays email message delivery to BlackBerry smartphones. See KB04789 for more information.

Note: If you receive the following error message:

"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. Repeat steps in Resolution 2. and navigate to the original folder, if it is located on the local computer, and complete the repair.

Workaround

If you are unable to repair the Microsoft XML Parser and SDK because it is corrupted, complete the following tasks to remove and reinstall 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. Stop all the BlackBerry Enterprise Server services by right-clicking each one and selecting Stop.

    Stop the BlackBerry Enterprise Server services in following order :
    • BlackBerry Controller
    • BlackBerry Dispatcher
    • BlackBerry Router
    • All remaining BlackBerry Enterprise Server services

  4. Right-click each BlackBerry Enterprise Server Service, click Properties, and then click the General tab.
  5. From the Startup Type drop-down list, click Manual.

    NOTE: For BlackBerry Enterprise Server 5.0 the Policy, Synchronization and Mailstore services are set to Manual. This is by design as the BlackBerry Controller services is now responsible for starting these services due to the new high availability feature.

    Note: By default, the BlackBerry Database Consistency Checker is set to Disabled. Leave it in this state (seen with BlackBerry Enterprise Server 4.1 and earlier).

  6. Click Apply.
  7. Click OK.

Task B

Remove the Microsoft XML Parser and SDK 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 and SDK, and 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 delays email message delivery to BlackBerry smartphones. Please see article
    KB04789 for more information.

Task C

Install Microsoft XML Parser and SDK 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 each BlackBerry Enterprise Server service, and click Start.

      Start the BlackBerry Enterprise Server services in the following order:
      • BlackBerry Router
      • BlackBerry Dispatcher
      • BlackBerry Controller
      • All remaining BlackBerry services

    4. Right-click each BlackBerry Enterprise Server service, click Properties, then click the General tab.
    5. From the Startup Type drop-down list, click Automatic.

      NOTE: For BlackBerry Enterprise Server 5.0 the Policy, Synchronization and Mailstore services are set to Manual. This is by design as the BlackBerry Controller services is now responsible for starting these services due to the new high availability feature.

      Note: By default, the BlackBerry Database Consistency Checker is set to Disabled. Leave it in this state (seen with 4.1 and earlier BlackBerry Enterprise Servers).

    6. Click Apply.
    7. Click OK.

3) Check if the BlackBerry Enterprise Server administration account password has been changed and the BlackBerry Enterprise Server services has not been updated

To change the BlackBerry Service Account password to match the current password for that account, use the following steps:

  1. On the computer on which the BlackBerry Enterprise Server is installed, right-click on My Computer and select Manage and expand Services and Applications.

    or

    Click the Start button, point to Settings , click on Control Panel, and then double-click Administrative Tools.

  2. Double-click Services.
  3. Right-click each of BlackBerry service, and then click Properties. On the General tab, click the Stop to stop the service.

    Stop the BlackBerry Enterprise Server services in following order :

    • BlackBerry Controller
    • BlackBerry Dispatcher
    • BlackBerry Router
    • All remaining BlackBerry Enterprise Server services

      NOTE: When stopping and starting the BlackBerry Controller service on a BlackBerry Enterprise server version 5.0 and higher the BlackBerry Mail Store Service, BlackBerry Policy and Blackberry Synchronization Service will also be automatically stopped or started.

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

  4. On the Log On tab, change the password for the BlackBerry Service Account, then click Apply and OK

    The following pop up will display:

    "The new logon name will not take effect until you stop and restart the service"

    Important:
    For BlackBerry Enterprise Server 4.0 to 4.1 SP4 do not include the BlackBerry Attachment Service, BlackBerry® Mobile Data System services, Apache Tomcat™ service, or BlackBerry Instant Messaging Connector in this procedure. These services are always set to the local system.

    For BlackBerry Enterprise Server 4.1 SP5 do not include the BlackBerry Attachment Service or BlackBerry Instant Messaging Connector in this procedure. These services are always set to the local system.

    For BlackBerry Enterprise Server 5.0 to 5.0 SP2 include all services.

  5. On the General tab, click Start to restart the service.

    Start the BlackBerry Enterprise Server services in the following order:

    • BlackBerry Router
    • BlackBerry Dispatcher
    • BlackBerry Controller
    • All remaining BlackBerry Enterprise Server services


    NOTE: When stopping and starting the BlackBerry Controller service on a BlackBerry Enterprise server 5.0 and later the BlackBerry Mail Store Service, BlackBerry Policy and Blackberry Synchronization Service will also be automatically stopped or started.

  6. Quit the Services tool.
CollapseAdditional Information

If the BlackBerry® Enterprise Server or BlackBerry® Professional Software installation files have been deleted or are missing, please download the MSXML 4.0 Service Pack 2 from the  Microsoft support site .

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