Wireless Synchronization option is missing or not available for the contact list, memo list, task list, and calendar

Article ID: KB10594

Type: Support Content

Last Modified: 04-29-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server
  • BlackBerry Business Cloud Services
CollapseEnvironment
  • BlackBerry Enterprise Server
  • BlackBerry Business Cloud Services
  • BlackBerry smartphones
  • BlackBerry 6.0 to 7.1
  • BlackBerry Device Software 4.1 to 5.0
CollapseOverview

When configuring wireless synchronization for Contacts, MemoPad, Tasks, or Calendar on the BlackBerry smartphone, the Wireless Synchronization option is either missing or displays the following message:

Not available


Note: To view this option on each of the four applications, complete the following steps from the home screen of the BlackBerry smartphone:

  1. Open the required application (Contacts, MemoPad, Tasks, Calendar).
  2. Press the Menu key and select Options.
  3. If configuring either contacts or calendar, select Desktop or Desktop Account.
  4. Verify Wireless Synchronization is checked and not grayed out.

This is caused by the service book information is incorrect or BlackBerry Synchronization service not running or hung state complete the following steps in order until required service book information is generated:

 


Step 1 (Part A) - Regenerate the Desktop [SYNC] service book (Contacts, Memo's and Tasks ONLY)

For BlackBerry Device Software 4.0

  1. On the home screen of the BlackBerry smartphone, click Options > Service Book.
  2. Highlight Desktop [SYNC].
  3. Display the menu and select Delete.
  4. Display the menu and select Undelete.

For BlackBerry Device Software 4.1 to 5.0

  1. On the Home screen of the BlackBerry smartphone, select Options > Advanced Options > Service Book.
  2. Highlight Desktop [SYNC].
  3. Display the menu and select Delete.
  4. Display the menu again and select Undelete.

For BlackBerry 6.0 to 7.1

  1. On the Home screen of the BlackBerry smartphone, click Options > Device > Advanced System Settings > Service Book.
  2. Highlight Desktop [SYNC].
  3. Display the menu and click Delete.
  4. Display the menu and click Undelete.

Step 1 (Part B) - Regenerate the Desktop [CICAL] service book (Calendar ONLY):

For BlackBerry Device Software 4.0

  1. On the Home screen of the BlackBerry smartphone, click Options > Service Book.
  2. Highlight Desktop [CICAL].
  3. Display the menu and click Delete.
  4. Display the menu and click Undelete.

For BlackBerry Device Software 4.1 to 5.0

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Highlight Desktop [CICAL].
  3. Display the menu and click Delete.
  4. Display the menu and click Undelete.

For BlackBerry 6.0 to 7.1

  1. On the Home screen of the BlackBerry smartphone, click Options > Device > Advanced System Settings > Service Book.
  2. Highlight Desktop [CICAL].
  3. Display the menu and click Delete.
  4. Display the menu and click Undelete.

Step 2 - Regenerate all Desktop service books:

For BlackBerry Device Software 4.0

  1. On the Home screen of the BlackBerry smartphone, click Options > Service Book.
  2. Delete all of the service books that start with the word Desktop (default setting).
  3. Contact the administrator and request that service books be resent. For instructions, see Resolution 4.

For BlackBerry Device Software 4.1 to 5.0

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Delete all of the service books that start with the word Desktop.
  3. Contact the BlackBerry Enterprise Server administrator and request that the service books be re-sent. For further information, see Resolution 4.

For BlackBerry 6.0 to 7.1

  1. On the Home screen of the BlackBerry smartphone, click Options > Device > Advanced System Settings > Service Book.
  2. Delete all items that begin with the word Desktop.
  3. Contact the BlackBerry Enterprise Server administrator and request that the service books be re-sent. For further information, see Resolution 4.

Step 3 - Clear all the service book databases and resend

  1. Clear the service book database using BlackBerry Desktop Software. For instructions, see KB05010.
  2. Re-send the service books using the BlackBerry Desktop Manager, the BlackBerry Manager or BlackBerry Administration Service.


Using BlackBerry Desktop Manager

Connect the BlackBerry smartphone by USB to the computer and open the BlackBerry Desktop Manager. Service books are received through the connection.

Using BlackBerry Manager or BlackBerry Administration Service

For more information, see KB03577.


Step 4 - Re-send service books using BlackBerry Enterprise Server or BlackBerry Administration service

Re-send service books from the BlackBerry Manager or BlackBerry Administration Service for more information, see KB03577.


Step 5 - Validate the synchronization service is started on the BlackBerry Enterprise Server

Verify in the windows services that the BlackBerry Synchronization service is started, if not started then restart the service.


Step 6 - Verify that the BlackBerry smartphone is assigned to an IT policy which does not block wireless PIM synchronization, complete the following steps:

Using BlackBerry Manager:

  1. In BlackBerry Manager, click the All Users tab.
  2. Select the affected BlackBerry smartphone user account and check the IT policy Name to determine which IT policy has been assigned.
  3. Select BlackBerry Domain.
  4. On the Global tab, click Edit Properties.
  5. On the left side of the screen, select the IT policy property.
  6. On the right side, double-click IT Policies.
  7. Select the name of the IT policy from step 1, and then click Properties.
  8. Select PIM Synchronization policy group, make sure that the items to be synchronized are available for wireless synchronization, and set to Default (blank) or False.
  9. Click OK.

Using BlackBerry Administration Service:

  1. In the BlackBerry Administration Service under BlackBerry solution management expand User and click Manage Users .
  2. Search for the user of the affected BlackBerry smartphone.
  3. Click the name of the affected user.
  4. Click the Policies tab.
  5. Click the Policy listed under the Resolved IT policy name heading.
  6. Ensure that nothing is set to Disabled in the PIM Synchronization heading if it's shown.
  7. If anything is set to Yes click the PIM Synchronization heading to view the IT Policy.
  8. Click Edit and change the PIM Synchronization values appropriately.
  9. Click Save All

CollapseAdditional Information

Deleting and restoring the Desktop [SYNC] service book on the BlackBerry smartphone initiates slow synchronization. Once the slow synchronization process is completed, the following notification appears on the BlackBerry smartphone:

Enterprise Activation completed.


To check the progress of the slow synchronization process, from the Home screen of the BlackBerry smartphone:

For BlackBerry Device Software 4.1 to 5.0 click Options > Advanced Options > Enterprise Activation.

For BlackBerry 6.0 to 7.1 click Options > Device > Advanced System Settings > Enterprise Activation.

Allow time for slow synchronization to complete.

If the Wireless Synchronization option is still missing for the contact list, memo list, task list, and calendar, contact the administrator.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.