Issues with contacts and calendar

Article ID: KB35476

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10
Jump to: Environment | Overview
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  • Blackberry 10 OS
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

Syncing a BlackBerry 10 smartphone to local contact and calendar data

BlackBerry Link software supports wired or wireless syncing of Microsoft Outlook PST contacts and calendars.

Note: Certain versions of Microsoft Outlook are currently supported. If PIM sync is unavailable, read the release notes for the appropriate version of BlackBerry Link on docs.blackberry.com to determine whether the version of Microsoft Outlook on the computer is currently supported.

For more information, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. You can easily identify user guides in the list by the words User Guide at the beginning of the title. Choose the relevant user guide and search for "Contacts" and "Calendar" to find the relevant information. Additional help may be found on the BlackBerry smartphone's Help application. To start the Help application, tap the Search icon (magnifying lens), and search for "Contacts" and "Calendar".

  • For wired syncing, the customer must have a current version of BlackBerry Link. For more information, see How to import contacts and calendar appointments. (Material is in English only.)
  • For wireless syncing, the customer must connect an outlook.com account to their Microsoft Outlook installation. For more information, see How to set up Outlook. (Material is in English only.)
  • Mac users have the ability to sync contacts.

Ask the customer if they experience issues with their calendar application

  • Ask the customer if they are attempting to enter multiple alarms through the calendar application.
  • Ask the customer if they are getting an error syncing new calendar accounts to their BlackBerry smartphone.
  • Ask the customer if they can view their desired calendar, for example Gmail.

Troubleshooting steps

  • Note that multiple alarms are available as of BlackBerry 10 OS version 10.2 in the Clock application.
  • Upgrade the customer’s BlackBerry smartphone software to BlackBerry 10 OS version 10.2.
  • Check if the customer receives the following error when they synchronize their calendar content: At this time NAME_OF_CALENDAR_SERVICE is unavailable and your calendar account cannot be added. Please try again later.
    • Verify the customer’s login credentials and wait a few minutes before you attempt to synchronize again.
  • Advise the customer that when they add a calendar entry, a newly-created Gmail calendar may not appear in the calendar drop-down list. The customer may have to wait up to 24 hours.
  • Advise the customer that some calendar features have changed from BlackBerry 7 or earlier smartphones compared to BlackBerry 10 smartphones.
    • For visual demonstrations, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. Visual demonstrations are easily identified in the list by the words How To Demos at the beginning of the title.

Ask the customer if they experience issues with their contacts application

  • Ask the customer if they are missing contacts. Ask the customer if they can view duplicate contacts.
  • Ask the customer if there are missing information fields for a specific contact.
  • Ask the customer if they experience issues with migrating contact groups from their previous BlackBerry smartphone to their BlackBerry 10 smartphone.
  • Ask the customer if they are importing contacts from their previous SIM card.
  • Ask the customer if received SMS messages appear to come from the wrong contact.

Troubleshooting steps

  • Verify that the customer has unlocked the BlackBerry Balance feature to view any contacts associated with the Work space on their BlackBerry smartphone.
  • Advise the customer that they can automatically consolidate contact entries that represent the same person. The customer may have manually consolidated some entries, or incorrectly consolidated some entries.
    • If the customer is missing information fields for a contact, check whether consolidation occurred by comparing the source information for the customer’s relationship with the contact to the information available in their BlackBerry smartphone. For example, verify that the missing information for that field is available in the customer’s Facebook relationship with their contact.
      Note: For more information on missing contacts, visit www.blackberry.com/btsc and search for KB33254. For more information on missing contact groups, search for KB33578.
    • If the customer has duplicate contacts listed, verify that their consolidation settings are set correctly.
      Note: For more information on contacts listed multiple times, visit www.blackberry.com/btsc and search for KB33253.
  • Advise the customer that all social networking relationships (for example, Facebook, Twitter, LinkedIn® services, etc.) can populate additional fields for the user.
  • If the customer has issues with migrating contact groups from their BlackBerry 7 or earlier BlackBerry smartphone:
    • Remove the contact groups from the customer’s BlackBerry 7 or earlier smartphone and perform the migration.
      Note: For more information on migrating contacts to the customer’s BlackBerry smartphone, visit www.blackberry.com/btsc and search for KB33578
  • Verify that the customer is correctly importing contacts from their SIM card.
    Note: For more information on importing contacts from the SIM card, visit www.blackberry.com/btsc and search for KB03189.
    • If a customer receives an SMS message from one contact, for example Justin Jones, but on the BlackBerry 10 smartphone it appears to be from a different contact, for example Alex Kinsella.
    • For more information on this scenario, visit www.blackberry.com/btsc and search for KB33764.
      Note: For more information on contact and calendar synchronization features, visit www.blackberry.com/btsc and search for KB30038 and KB30163. (These articles are based on the BlackBerry PlayBook tablet, which is similar to the BlackBerry 10 OS. They may be helpful in understanding the customer’s issue.)

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