Desktop Software for Mac reports "An error was encountered while syncing Contacts" or "lost connection to SyncServer" in logs

Article ID: KB25958

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Desktop Software Version 2.0 (Mac OS)
CollapseEnvironment
  • BlackBerry® Desktop Software 2.0.0.65 to 2.0.1.14 for Mac OS
  • Mac OS 10.5.8 to 10.6.7
  • DT 1087681
CollapseOverview

While performing a contact synchronization with BlackBerry® Desktop Software 2.0.0.65 , the following error appears:

An error was encountered while synchronizing contacts. Please retry the sync.

CollapseCause
When syncing a large amount of data, if the sync surpasses the maximum timeout set by SyncServices and it does not receive an update from our client (BlackBerry Desktop Software), the session is cancelled by SyncServices.

Even though Sync Services has cancelled the session, the BlackBerry Desktop Software continues to write all the records to the device and then reports the error once writing to the BlackBerry smartphone is complete.

CollapseResolution
This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.
CollapseAdditional Information

On OS X 10.6, the following error is displayed in the Desktop Software log:

<snip>

2011-01-10 14:07:07.978 ERROR*** PIMSYNC      [BDPIMSyncOperation.m:172]         pimSync    Exception during sync: Session <ISyncConcreteSession: 0x178e6070> cancelled. lost connection to SyncServer
2011-01-10 14:07:07.978 ERROR*** default      [NSException+RimExtensions.m:31]   pimSync    648MB An exception of type ISyncSessionCancelledException occurred because: Session <ISyncConcreteSession: 0x178e6070> cancelled. lost connection to SyncServer  (no stacktrace available)

</snip>

 

On OS X 10.5, the following error is displayed in the Desktop Software log:

<snip>

2011-02-25 11:33:08.604 ERROR*** PIMSYNC      [BDPIMSyncOperation.m:172]         pimSync    Exception during sync: Session <ISyncConcreteSession: 0x147b9d90> cancelled. client is unresponsive, so kicking it out of the plan

2011-02-25 11:33:08.865 ERROR*** default      [NSException+RimExtensions.m:31]   pimSync    273MB An exception of type ISyncSessionCancelledException occurred because: Session <ISyncConcreteSession: 0x147b9d90> cancelled. client is unresponsive, so kicking it out of the plan  (no stacktrace available)

</snip>

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