How to clear and refresh the service book database if the BlackBerry smartphone is unable to send or receive data.

Article ID: KB05010

Type: Support Content

Last Modified: 03-28-2012

 

Product(s) Affected:

  • BlackBerry Desktop Software for Windows
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry® Desktop Manager
  • BlackBerry® smartphones
CollapseOverview

If a service book is corrupted on the BlackBerry® smartphone, email messages might not be sent or received. To correct this, clear the service book database, then restore the service books on the BlackBerry smartphone.

If the BlackBerry smartphone is associated with a BlackBerry® Enterprise Server, either generate a new key or receive a new key from the BlackBerry Enterprise Server when the service book database is cleared.

If the BlackBerry smartphone is associated with a BlackBerry® Internet Service account, resend the service books from the BlackBerry Internet Service account.

Important: If the BlackBerry smartphone is running BlackBerry® Device Software 3.8 or earlier, only complete tasks 2 and 3.

Task 1 - Delete the Desktop [SYNC] service book

If the BlackBerry smartphone is running BlackBerry Device Software 4.0 to 5.0 and is associated with a BlackBerry Enterprise Server, the service book database cannot be cleared unless the Desktop [SYNC] service book is deleted first. If the BlackBerry smartphone is not associated with a BlackBerry Enterprise Server, skip to Task 2. To delete the service book, complete the following steps on the BlackBerry smartphone:

  1. Connect the smartphone to the computer.
  2. From the Home screen, click Options.

    Note: Depending on the theme running on the smartphone, the Options icon may be under Settings and then Options.

  3. If the smartphone is running BlackBerry Device Software 4.1 or later, click Advanced Options, then Service Book. If the smartphone is running BlackBerry Device Software 4.0 or earlier, click Service Book.
  4. Click the Desktop [SYNC] service book (or press the Menu key for smartphones with a trackball) and select Delete.
  5. In the Are You Sure? dialog box, click Delete.

If the BlackBerry smartphone is running BlackBerry® 6, complete the following:

  1. Connect the smartphone to the computer.
  2. From the Home screen, click Options.
  3. Click Device.
  4. Click Advanced System Settings.
  5. Click Service Book.
  6. Highlight the Desktop [SYNC] service book, press the Menu key, and select Delete.

Note: The preceding steps also take effect when trying to delete the Desktop [Sync] or Desktop [CICAL] service book to restore the contact list, memo list, calendar, and task list data from a backup file.


Task 2 - Clear the service book database

Complete the following steps to clear the service book database:

  1. Make sure that the smartphone is connected to the computer.
  2. Open the BlackBerry Desktop Manager and double-click Backup and Restore.
  3. On the Backup and Restore window, click Advanced. The Backup/Restore window appears.
  4. In the list of smartphone databases, select Service Book, then click Clear.
  5. Click OK in the Warning window.
  6. Click Close.
  7. Disconnect the smartphone from the computer and perform a hard reset. For instructions, see KB02141.
For BlackBerry® Desktop Software 6.0 and up

  1. Make sure that the smartphone is connected to the computer.
  2. Open the BlackBerry Desktop Software and click the Device tab.
  3. Click Delete Data in the list.
  4. Choose Selected Data.
  5. In the list of BlackBerry smartphone databases, select Service Book, then click Delete.
  6. Click OK in the Warning window.
  7. Click Close.
  8. Disconnect the smartphone from the computer and perform a hard reset. For instructions, see KB02141.

    Note: If the BlackBerry smartphone is running BlackBerry Device Software 4.0 to 5.0, and the Desktop [SYNC] service book is not deleted, the service book database is not accessible.


Task 3 - Restore the service book database

If the BlackBerry Desktop Manager is configured to interact with the user's BlackBerry Enterprise Server account, the service books can be easily restored by disconnecting the smartphone from the computer, waiting 5 seconds, and then reconnecting the smartphone.

If the smartphone is associated with a BlackBerry Enterprise Server, service books can be sent from the BlackBerry Enterprise Server.

If the smartphone is not associated with a BlackBerry Enterprise Server, complete the following steps:

  1. From the Home screen of the smartphone, click Options (it may be located under the Settings folder).
  2. Click Advanced Options.
  3. Click Host Routing Table.
  4. Press the Menu key and select Register Now.
  5. Click OK.

If the smartphone is running BlackBerry 6, complete the following steps:

  1. From the Home screen of the smartphone, click Options.
  2. Click Device.
  3. Click Advanced System Settings.
  4. Click Host Routing Table
  5. Press the Menu key and select Register Now.
  6. Click OK.

    Note: If the smartphone is associated with a BlackBerry Internet Service account, see KB02830 for instructions on how to send the service book for the BlackBerry Internet Service.

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