Multiple Address Book contact lists are created on a BlackBerry smartphone causing issues with synchronization

Article ID: KB19704

Type: Support Content

Last Modified: 12-18-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
  • Desktop Software (Windows)
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment

  • BlackBerry Desktop Software 6.0 to 7.0
  • BlackBerry Device Software 4.5 to 5.0
  • BlackBerry 6
  • BlackBerry 7  
  • IBM Lotus Notes
  • Microsoft Outlook
  • DT 438616
CollapseOverview
Frequently, wireless address book synchronization can cause multiple contact lists to be created on a BlackBerry smartphone. For example, there may be duplicate Desktop contact lists or a contact list named Desktop and one named Unknown or an email address that may appear within the contact list options. The contacts visible in the Address Book will be associated with one or other of the Desktop or Unknown lists and not all will synchronize - either wirelessly or through the BlackBerry Desktop Software.
CollapseResolution

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

CollapseWorkaround

Workaround 1

The following method will work if each contact list has a unique name (Desktop, Default, Unknown, or email address):

  1. Back up the BlackBerry smartphone according to KB12487
  2. Open the BlackBerry Desktop Software and configure the synchronization to complete a ONE WAY sync from device to the desktop email client (options are available for Lotus Notes or Microsoft Outlook).

    Note: It is recommended to use a new or blank profile within Outlook for this. For more information on how to create a Microsoft Outlook Messaging Application Programming Interface (MAPI) profile, see KB02083.
  3. Synchronize the BlackBerry smartphone contacts to the desktop email client. Make note of the number of contacts being transferred.
  4. On the BlackBerry smartphone, go to Contacts, press the Menu Button and select Options.
  5. Open each listed Address Book under Contact Lists and locate the list which has the same number of contacts as what has synchronized.
  6. On the Contacts Options screen, type rset.
  7. The following message will appear on the screen: Wireless synchronization, for <service>, is not enabled. Wipe contact list anyway? where <service> is the name of the contact list. If this contact list is the same name as the list identified in step 5, select Yes. Otherwise, select No.
  8. Repeat steps 3 through 7 only if there are more than two Desktop or Unknown contact lists in the contact list options.
  9. Once completed, re-configure the BlackBerry Desktop Software to perform a two way sync of data to restore the consolidated Address Book to the device.

Workaround 2

The following steps can be performed on a BlackBerry smartphone running BlackBerry Device Software 4.5 or 5.0. A second BlackBerry smartphone is required to avoid deleting all data and applications from the original BlackBerry smartphone.

  1. Back up the BlackBerry smartphone according to KB12487
  2. Back up the desktop client's address book
    1. For steps to backup the contacts in Microsoft Outlook check the Microsoft Office Support center
    2. in Lotus Notes open the Workspace, right-click the Address Book tile and select New Copy
  3. Turn off wireless synchronization for the Desktop database which is currently configured for this
  4. If necessary, customize the field-mappings between the BlackBerry smartphone and the desktop client
  5. Delete all entries from the desktop client's address book
  6. Perform a ONE WAY synchronization of the Contacts to desktop email client

    Note: This will synchronize the subset of contacts in the Address Book database; these must now be cleared and the remaining entries moved from Address Book - All to the Address Book database
  7. Clear the Address Book database by selecting Device > Delete Data from the menu in the BlackBerry Desktop Software
  8. Back up only the Address Book - All database to a new backup file
  9. Delete all data and applications from the BlackBerry smartphone using the Wipe Handheld option. For more information, see KB14058.
  10. Restore the Address Book – All contact list created in step 8 to the cleared smartphone according to KB10339
  11. Perform another ONE WAY synchronization of the Contacts to the desktop client's address book. If prompted, click the Resync button to make sure only additions are synchronized.

Workaround 3

The following steps can be performed on a BlackBerry smartphone running BlackBerry OS 6 or higher if there are two or more Desktop contact lists:

  1. Back up the BlackBerry smartphone according to KB12487
  2. Back up the desktop client's address book
    1. For steps to backup the contacts in Microsoft Outlook check the Microsoft Office Support center.
    2. In Lotus Notes open the Workspace, right-click the Address Book tile and select New Copy
  3. Turn off wireless synchronization for the Desktop database which is currently configured for this
  4. If necessary, customize the field-mappings between the BlackBerry smartphone and the desktop client
  5. Delete all entries from the desktop client's address book
  6. Perform a ONE WAY synchronization of the Contacts to desktop email client

    Note: This will synchronize the subset of contacts in the Address Book database; these must now be cleared and the remaining entries moved from Address Book - All to the Address Book database
  7. Clear the Address Book database by selecting Device > Delete Data from the menu in the BlackBerry Desktop Software
  8. Back up only the Address Book - All database to a new backup file
  9. On the Contacts Options screen, type rset to remove the duplicate Desktop and/or Unknown databases on the the BlackBerry smartphone

    Note: Since wireless synchronization is disabled, this message will appear: Wireless synchronization for Desktop is not enabled. Wipe contact list anyway? : click YES
  10. Restore the contacts from the new backup made in step 8
  11. Perform another ONE WAY synchronization of the Contacts to the desktop client's address book
  12. Check that all of the entries from the BlackBerry smartphone have been copied to the desktop client's address book
  13. On the Contacts Options screen, type rset to clear the remaining contact list on the the BlackBerry smartphone
  14. Manually reconcile any duplicate contact entries in the desktop client
  15. Turn wireless synchronization back on for the Desktop database in the Address Book options

With all of the Address Book entries copied into the desktop client and wireless synchronization turned on in the Address Book options on the BlackBerry smartphone, the contacts will again be synchronized into one Contact List.

CollapseAdditional Information

With BlackBerry 7, performing the RSET command within the address book will remove them in order starting from the bottom and working up the list. This will assist in identifying which list is being removed when performing this command. This is not the case with BlackBerry 6 and lower.

Note: If Enterprise Activation is required at the end of the process, do not use BlackBerry Desktop Software to restore the contacts to the smartphone as the issue will be recreated.

KB18269 describes other situations where BlackBerry smartphone users can have multiple contact list databases.

KB22962 describes how to use the Duplicate Address Book tool to remove duplicate address books.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


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