How to troubleshoot general Address Book synchronization issues

Article ID: KB12422

Type: Support Content

Last Modified: 05-27-2014


Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BES5
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Business Cloud Services
Jump to: Environment | Overview
  • BlackBerry Business Cloud Services
  • BlackBerry Enterprise Server
  • BlackBerry Device Software 4.0 to 7.1

Below are some general troubleshooting steps that can be used for Address Book synchronization issues.

Verify that wireless synchronization for the Address Book is enabled on the BlackBerry smartphone.

Complete the following steps:

  1. From the Home screen of the BlackBerry smartphone, click the Address Book icon.
  2. Display the menu and select Options.
  3. The Wireless Synchronization field should be set to Yes. If it is set to No, change it to Yes and save the change. In some cases where Wireless Synchronization is already set to Yes, switching the setting to No, saving the changes, then switching it back to Yes and saving the changes will allow proper synchronization to resume.
  4. Delete the Desktop [SYNC] service book from the BlackBerry smartphone, then undelete it by completing the following steps:
    1. On the Home screen of the BlackBerry smartphone, go to Options > Advanced Options > Service Book or Options > Device > Advanced System Settings > Service Book for OS 7.1
    2. Highlight Desktop [SYNC], display the menu and click Delete.
    3. Confirm the delete before exiting the Service Book option.
    4. Navigate back to the Service Book option, display the menu and click Undelete.

    For more information on deleting and undeleting service books see KB13574

Verify that wireless synchronization for the Address Book is enabled in the BlackBerry Manager or BlackBerry Administration Service.

For the BlackBerry Manager complete the following steps:

  1. From BlackBerry Manager, select the BlackBerry smartphone user.
  2. In the Task Pane, select Edit Properties for that BlackBerry smartphone user.
  3. Under Properties, select PIM Sync and navigate to Wireless Synchronization Enabled. Verify that it is set to True.
  4. Scroll down to the Address Book section and verify that Synchronization Enabled is set to True.
  5. Click Apply and then OK.Check to see whether the BlackBerry smartphone user has Microsoft Outlook contacts stored in personal folders

For the BlackBerry Administration Service complete the following steps:

  1. From the BlackBerry Administration Service under BlackBerry solution management expand User
  2. Click Manage Users and search for the affected user
  3. Click the Display Name of the affected user
  4. Scroll down and under the Messaging configuration heading click Default configuration
  5. Click the Organizer data synchronization tab and under Address book verify that Synchronization turned on is set to Yes, if not scroll to the bottom of the page and click Edit User, scroll back up to correct the setting, and then scroll back down and click Continue to user information edit and then click Save All

If the BlackBerry smartphone user has Microsoft Outlook contacts saved on the local hard drive in personal folders (.pst), these contacts will not be synchronized. The BlackBerry Enterprise Server can only access the BlackBerry smartphone user's Microsoft Exchange mailbox and not locally stored files. If the BlackBerry smartphone user wants to synchronize these contacts, a wired synchronization using BlackBerry Desktop Manager will be required.

Verify that fields (e.g., Company Name or First Name) in the contacts do not have special characters (e.g., "&" or "*").

If special characters are present in these fields, remove the special characters and re-synchronize the Address Book.

Verify that the BlackBerry Enterprise Server Synchronization service is started on the server.

If the Synchronization service is stopped PIM data will not synchronize either way. Start the Synchronization service and test to ensure it is working.


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