Multiple "Desktop" Address Book databases on the BlackBerry smartphone

Article ID: KB19414

Type: Support Content

Last Modified: 12-04-2012

 

Product(s) Affected:

  • Desktop Software (Windows)
  • Desktop Software (Mac OS)
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Desktop Software
  • BlackBerry Enterprise Server
  • BlackBerry smartphones
  • Mac OS
  • Windows
CollapseOverview

On the BlackBerry smartphone there are two different Desktop address books. They are visible from Contacts > Options. Some contacts exist only on the BlackBerry smartphone and will not synchronize to the mailbox.

CollapseCause

The primary Address Book is empty and blocks the synchronization process.

CollapseResolution

To resolve this issue for Blackberry Desktop Software on a Windows computer, complete the following steps:

  1. Perform a full backup of the BlackBerry smartphone using BlackBerry Desktop Software.
  2. Wipe the BlackBerry smartphone data by following these steps:
    1. On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Security Options > General Settings, press the Menu key and select Wipe Handheld, and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Security > General Settings.
    2. Type BlackBerry where prompted.
    3. Select Wipe Handheld or Wipe Data.
  3. Ensure the radio is not enabled. By default, the radio is disabled after performing a security wipe.
  4. Connect the BlackBerry smartphone to BlackBerry Desktop Software.
  5. When prompted, choose the the mail profile, which is linked to the Exchange mailbox of the BlackBerry smartphone user.
  6. Go to Backup and Restore > Advanced.
  7. Load the backup file that was created in step 1 by going to Options > Open.
  8. From the left side, select the Address Book - All database, and then click the arrow pointing to the right and allow the request.
  9. Close the Backup and Restore window and click Synchronize.
  10. Make sure Synchronize organizer data is selected.
  11. In the Synchronization Configuration window, choose to synchronize only the address book.
  12. Setup synchronization with the Exchange mailbox used to receive email.
    Note: Some entries may be duplicated. Duplicates should be deleted manually.
  13. Perform a wired synchronization process.
  14. When the synchronization process is complete, disconnect the BlackBerry smartphone.
  15. Wipe the device (see step 2).
  16. Set the Enterprise Activation password for the BlackBerry smartphone user.
  17. On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Advance Options > Enterprise Activation and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Device > Advance System Settings > Enterprise Activation.
  18. Type the corresponding email address and the password.
  19. Let the BlackBerry smartphone activate.
  20. If necessary, restore any missing information from the full backup.
    Note: Restore only the missing databases, do not use full restore.

The wireless synchronization should proceed as expected and there should only be one Desktop contact list in Contacts > Options.
Note: If theBlackBerry Internet Service is used to receive personal emails, go to Options > Device Advance System Settings > Default Services and ensure that Desktop is set as default service for email, calendar and contact list.

To resolve this issue for Blackberry Desktop Software on a Mac computer, complete the following steps:

  1. Perform a full backup of the BlackBerry smartphone using BlackBerry Desktop Software.
  2. Wipe the BlackBerry smartphone data by following these steps:
    1. On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Security Options > General Settings, press the Menu key and select Wipe Handheld, and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Security > General Settings.
    2. Type BlackBerry where prompted.
    3. Select Wipe Handheld or Wipe Data.
  3. Ensure the radio is not enabled. By default, the radio is disabled after performing a security wipe.
  4. Connect the BlackBerry smartphone to BlackBerry Desktop Software.
  5. Go to Restore.
  6. Select the backup file that was created in Step 1.
  7. Click Restore Selected data.
  8. Scroll down and select Address Book - All.
  9. Click Restore.
  10. Close the Backup and Restore window.
  11. Make sure that only the Address Book is selected for sync.
  12. Perform a wired synchronization process.
  13. When the synchronization process is complete, disconnect the BlackBerry smartphone.
  14. Wipe the device (see step 2).
  15. On BlackBerry smartphones running BlackBerry Device Software 4.0 through 5.0 go to Options > Advance Options > Enterprise Activation and on BlackBerry smartphones running BlackBerry Device Software 6.0 through 7.1 go to Options > Device > Advance System Settings > Enterprise Activation.
  16. Type the corresponding email address and the password.
  17. Let the BlackBerry smartphone activate.
  18. If necessary, restore any missing information from the full backup.
    Note: Restore only the missing databases, do not use full restore.

The wireless synchronization should proceed as expected and there should only be one Desktop contact list in Contacts > Options.
Note: If the BlackBerry Internet Service is used to receive personal emails, go to Options > Device Advance System Settings > Default Services and ensure that Desktop is set as default service for email, calendar and contact list.

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