BlackBerry Messenger shows the PIN number as the contact name instead of their actual name

Article ID: KB19430

Type: Support Content

Last Modified: 05-23-2012

 

Product(s) Affected:

  • BlackBerry Messenger for BlackBerry OS 7 and earlier
CollapseEnvironment
  • BlackBerry® Messenger
  • BlackBerry® smartphones
CollapseOverview

When a contact is added from the contact list on the BlackBerry® smartphone to the BlackBerry® Messenger contact list, the personal identification number is displayed instead of the contact name.

CollapseCause

Cause 1

Content protection is enabled and set to include the contact list on the BlackBerry smartphone. When content protection is enabled, it encrypts all of the contacts in the contact list, and BlackBerry Messenger is unable to retrieve contact names.

Cause 2

The Display Name field is blank for the BlackBerry Messenger application.

CollapseResolution

Cause 1 

Content protection is enabled and set to include the contact list on the BlackBerry smartphone.

Resolution 1

To resolve this issue, disable content protection for the contact list and add all of the contacts back to the contact list.

Follow these steps to disable content protection for the address book:

BlackBerry® smartphones running BlackBerry® Device Software 4.7 and earlier:

  1. On the Home screen of the BlackBerry smartphone, click Options.
  2. Click Security Options.
  3. Click General Settings.
  4. Under Content Protection, change the Include Address Book option from Yes to No.

BlackBerry® smartphones running BlackBerry Device Software 5.0:

  1. On the Home screen of the BlackBerry smartphone, click Options.
  2. Click Security Options.
  3. Click Encryption.
  4. Change the Include Contacts option from Yes to No.

 BlackBerry® smartphones running BlackBerry Device Software 6.0 or 7.0:

  1. On the Home screen of the BlackBerry smartphone, click Options.
  2. Click Security Options.
  3. Click Encryption.
  4. Clear the check mark in Include Contacts option.

Cause 2

The Display Name field is blank for the BlackBerry Messenger Application.

Resolution 2

To change the display name, do the following:

  1. From the Home screen, select BlackBerry Messenger.
  2. On the Contact List screen, display the menu, and click View My Profile.
  3. Edit the Display Name, and click OK.

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