BlackBerry Desktop Software displays "An error has occurred during an attempt to update a device database record." during contact synchronization

Article ID: KB32420

Type: Support Content

Last Modified: 10-16-2012

 

Product(s) Affected:

  • BlackBerry Desktop Software Version 7.1
  • BlackBerry Desktop Software Version 7.0
CollapseEnvironment
  • BlackBerry Desktop Software Version 7 to 7.1
  • BlackBerry Device Software 5.0.0.1015 to 5.0.0.1030
  • DT 5793475
CollapseOverview

BlackBerry Desktop Software 7.0.0.59 to 7.1.0.32 may display the error:

An error has occurred during an attempt to update a device database record.

When attempting to synchronize contacts from Outlook. This error message occurs when the BlackBerry smartphone has BlackBerry Device Software 5.0.0.1015 and 5.0.0.1030.

BlackBerry 6 to 7.1 smartphones will not display an error during sync, but  Email fields in contacts that contained website URLs will be blank on the BlackBerry smartphone after sync.

CollapseCause

Cause 1

The Outlook Contact has a URL (e.g. http://www.example.com instead of email@example.com) where an email address is expected in one or more of the Email fields.

Cause 2

The email is inputted in the the Display As field while the Email field is blank.

CollapseResolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
CollapseWorkaround
Workaround 1
  1. In Outlook>Contacts, remove URL addresses from the  Email field(s) for any impacted contact. 
  2. Move URL addresses into the Web page address field in Outlook. 
  3. In BlackBerry Desktop Software, Sync the Contacts

Workaround 2

Move or copy and past  the email from the Display As field into the Email field 

Note: Verify that Email 2 and 3 are not experiencing the same display format

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