No Outlook or MS Exchange folders appear to be configured

[BESadmin]

No Outlook or MS Exchange folders appear to be configured

Doc ID : KB02113
Last Modified : 2007-01-04
Document Type : Support

Environment

• BlackBerry® Desktop Software
• BlackBerry device
• Microsoft® Outlook®
• SDR13461

Problem

When you synchronize the BlackBerry device, you receive the following error:

No Outlook or MS Exchange folder appears to be configured. Please run Intellisync Configure, and make sure all selected Applications have associated Outlook/MS Exchange folders.

Cause

This issue is caused by one of the following:

1. No translators have been selected to synchronize personal information management (PIM) applications.
2. Intellisync® is accessing a duplicate Windows® Messaging Subsystem registry key.
3. There are problems with messaging application programming interface (MAPI) connectivity.
4. There is corrupt Outlook data.
5. The Intellisync configuration is corrupt or invalid.
6. Outlook is configured to use a Web Connector to a external mailbox (e.g., MSN Mailbox).

Resolution

Cause 1

No translators have been selected to synchronize PIM applications.

Resolution 1

Select translators to synchronize PIM applications.

1. In BlackBerry Desktop Manager, open Intellisync and click Configure PIM.
2. Select an application from the Handheld Applications list and click Choose.
3. Select the translator from the Available Applications list.
4. Click Browse (if available), add the folders you wish to synchronize, and click OK.
5. Click OK to close the Configuration window.
6. Repeat steps 2 to 5 to synchronize other PIM applications.
7. Click OK to return to the Intellisync window.
8. Select the Synchronize PIM check box and click Synchronize now.

Note: If the folder name is blank or the browse window doesn't open, then close the BlackBerry Desktop Manager and delete the Intellisync folder c:\Document and Settings\<user name>\Application Data\Research In Motion\BlackBerry and then restart at step 1.

Cause 2

There is a duplicate Windows Messaging Subsystem registry subkey. Intellisync is accessing the duplicate subkey to retrieve the MAPI information.

Resolution 2

Delete the duplicate registry subkeys.

Warning: Modifying the computer registry can cause substantial damage to the Microsoft Windows? operating system. Document and back up the existing registry entries prior to implementing any changes.

1. Close BlackBerry Desktop Manager and open the Microsoft Registry Editor.
2. Select the HKEY_CURRENT_USER folder.
3. In the Registry Editor window, on the Edit drop-down menu, select Find.
4. In the Find what field, type Windows Messaging Subsystem and click Find Next in order to determine how many Windows Messaging Subsystem folders exist within the HKEY_CURRENT_USER folder.
5. Go to HKEY_CURRENT_USER\Software\Microsoft\WindowsNT\Cur rent Version\Windows Messaging Subsystem\
6. Back up and delete any Windows Messaging Subsystem folders that are higher in the folder structure than the Windows Messaging Subsystem folder.
7. Close the Registry Editor.
8. In BlackBerry Desktop Manager, open Intellisync.
9. Click Configure PIM.
10. Select an application from the Handheld Applications list and click Choose.
11. Click Options and confirm that the correct MAPI profile is selected.
12. Click OK.
13. Repeat steps 10 to 12 for the other PIM applications.
14. Click OK to return to the Intellisync window.
15. Select the Synchronize PIM check box and click Synchronize now.

Cause 3

There are issues with MAPI connectivity.

Resolution 3

Create a new MAPI profile and associate it with BlackBerry Desktop Software.

1. For instructions on how to create a new MAPI profile, see articles 195718 and 829918 in the Microsoft Support Knowledge Base.
2. For instructions on how to configure BlackBerry Desktop Manager to use the new MAPI profile, see KB-03650.
3. After you have created the MAPI profile, go to c:\Documents and Settings\<username>\Application Data\Research In Motion\BlackBerry\ and delete the Intellisync folder.
4. Connect the BlackBerry device to the computer.
5. In BlackBerry Desktop Manager, open Intellisync.
6. Click Configure PIM.
7. Select the Synchronize PIM check box and click Synchronize now.

Cause 4


There is corrupt Outlook data.

Resolution 4 (a)

Synchronize each PIM application separately to determine which application is causing the error.

1. In BlackBerry Desktop Manager, open Intellisync.
2. Click Configure PIM.
3. Clear the check boxes beside all the device applications except for the application that you are synchronizing, and click OK.
4. Select the Synchronize PIM check box and click Synchronize now.
5. Repeat steps 2 to 4 until the error appears. When the error appears, note which application was selected.
6. Click Configure PIM and verify that all check boxes are selected.
7. Click OK.

Back up and remove the corrupt data.

1. In Outlook, create a new Personal Stores folder (PST) file.
2. Copy the Calendar folder, Contacts, Calendar, Notes, and Tasks from the corrupt PST folder to the new PST folder.
3. In BlackBerry Desktop Manager, open Intellisync and click Configure PIM.
4. Select an application from the Handheld Applications list and click Choose.
5. Click Browse.
6. Remove the corrupt PST folder from the list, add the new PST folder, and click OK.
7. Repeat steps 4 to 6 for the remaining PIM applications.
8. Click OK to return to the Intellisync window.
9. Click Auto start and clear the Synchronize PIM check box.
10. Click OK.
11. Connect the BlackBerry device to the computer.
12. Open Backup and Restore and click Advanced.
13. In the Handheld Databases list, select the database of the application that was causing the error, as shown in the first section of this resolution.
14. Click Clear.
15. Click OK in the Warning window.
16. Click Close.
17. In the Backup and Restore window, click Close.
18. Open Intellisync and click Auto start.
19. Select the Synchronize PIM check box and click OK.
20. In the Intellisync window, select Synchronize PIM and click Synchronize now.

Resolution 4 (b)

If the error still appears after completing the steps from Resolution (a), configure advanced logging and send the PtTrace.log and tif.log to BlackBerry Technical Support for review. For instructions, see KB-01451.

Cause 5

The Intellisync configuration is corrupt or invalid.

Resolution 5

Complete the following steps:

1. Delete the Intellisync folders. For BlackBerry Desktop Manager 4.1 and later, complete the following steps:
   • In BlackBerry Desktop Manager, open Intellisync or Synchronize, depending on the version of BlackBerry Desktop Manager.
   • Click Reset configuration.
   For versions of BlackBerry Desktop Manager earlier than 4.1, complete the following steps:
   • On the computer, go to c:\Documents and Settings\<username>\Application Data\Research In Motion\BlackBerry\ and delete the Intellisync folder.
2. In BlackBerry Desktop Manager, open Intellisync.
3. Click Configure PIM.
4. Configure each PIM application to use the correct translator.
5. When each PIM application has been configured, click Synchronize now.

Cause 6

Outlook is configured to use a Web Connector to a external mailbox (e.g., MSN Mailbox).

Resolution 6

This is not a supported configuration for synchronizing with BlackBerry Desktop Manager.