Wireless sync - email only. Calendar, Contacts, Tasks not working

nickpratley · #1 (**permalink**) 20-08-2007, 10:14 AM

One of my clients is having some synchronisation issues with their BlackBerries. They're running BES 4.1.3 on Windows SBS 2003. There are 5 BlackBerry users.

Email itself is working fine for all 5 but at least 3 of them are not able to sync their calendar, contacts or tasks. In the properties of all BB users, under PIM Sync, all "synchronization enabled" fields are "true", and the handsets have wireless synchronization turned on as well.

I have talked one user through wiping and reactivating his device but it made no difference.

I have access to the server but can't go on-site to see the handsets until Wednesday. I spoke to someone at Telstra's wireless data support on Friday but at that stage the client had told me that everyone could sync except for one user, so the support rep told me it would likely be a problem with the handset. Since I later found out it was affecting more than one user I suspect the problem is on the server. I believe some users have BlackBerry Desktop Manager installed but I don't know anything about it, could that be affecting it somehow?

Can anyone give me some ideas on where to start looking into this?

BESadmin · #2 (**permalink**) 20-08-2007, 02:28 PM

First you need to confirm if the wireless reconcile option is available from the handheld. To check get one user to open Calendar, Contacts or Tasks and press the Blackberry menu button, then select Options and ensure each area has "Wireless Synchronization" set to Yes.

These issues can be caused by a corruption of the Blackberry database and can be fixed by running the latest Service Pack install over the top of your current installation. Currently BES 4.1.4 is the latest version so you are one service pack behind. Please also check your Server Event logs for errors that relate to the Blackberry server, if you find any issues please post back.

nickpratley · #3 (**permalink**) 20-08-2007, 02:34 PM

Thanks for the reply. I did get one user to check the "wireless synchronization" options in each of those areas. He had disabled them temporarily so he could manually sync using Desktop Manager (because wireless sync wasn't working) but turning them on didn't fix it.

There are a number of BES-related errors and warnings in the application log, I'll post them here when I get a chance to get back on the server (later this afternoon). I have had problems with this server previously which related to SQL Server.

nickpratley · #4 (**permalink**) 20-08-2007, 06:21 PM

I'm getting this warning:

Event Type: Warning
Event Source: BlackBerry Dispatcher SERVER
Event Category: None
Event ID: 20000
Date: 20/08/2007
Time: 10:23:35 AM
User: N/A
Computer: SERVER
Description:
SRPClient::Connect: Error calling host "localhost" [127.0.0.1] (0)

which is followed by one or more of these:

Event Type: Warning
Event Source: BlackBerry Dispatcher SERVER
Event Category: None
Event ID: 20460
Date: 20/08/2007
Time: 10:23:35 AM
User: N/A
Computer: SERVER
Description:
[SRP] Connection failed

Also:

Event Type: Error
Event Source: BlackBerry Router
Event Category: None
Event ID: 10000
Date: 20/08/2007
Time: 10:33:50 AM
User: N/A
Computer: SERVER
Description:
[SERVICE_RELAY_SESSION:S28982408:003ef6f0] Relay Ping Response not received

and

Event Type: Error
Event Source: BlackBerry Dispatcher SERVER
Event Category: None
Event ID: 10000
Date: 20/08/2007
Time: 10:34:02 AM
User: N/A
Computer: SERVER
Description:
[SRP] Ping Response not received

That's all I can see. Would you like me to post the BES logs as well?

BESadmin · #5 (**permalink**) 21-08-2007, 03:24 PM

To resolve the PING issue just ensure you all echo-reply to your BES server and the ping responses are being dropped. Also download and install SP4 for BES 4.1 as this will remove all the services and re-register them, and more importantly it will recreate the database.

nickpratley · #6 (**permalink**) 23-08-2007, 08:58 AM

Ok, I've upgraded to version 4.1.4, ensured that wireless synchronisation is enabled on the handset, and still nothing is synchronising. There are no new errors or warnings in the event log.

nickpratley · #7 (**permalink**) 23-08-2007, 03:32 PM

Ugh. I went out there today. The delivery location set in Outlook was a .pst file, not the Exchange mailbox.

Thanks for your help though.

BESadmin · #8 (**permalink**) 23-08-2007, 06:00 PM

Quote:

Originally Posted by nickpratley

Ugh. I went out there today. The delivery location set in Outlook was a .pst file, not the Exchange mailbox.

Thanks for your help though.

Great to hear that you have resolved the issue.

chulslander · #9 (**permalink**) 20-02-2009, 12:41 PM

I am having this same issue, I accidentally initially picked enterprise server to find out my work wont support so i now use wireless through blackberry and my carrier. Not only can I not change it to yes, i have to different accounts desktop and then my work email. Not real sure how to fix it since i cant actually connect to the enterprise server im lost.

GaryCutri · #10 (**permalink**) 20-02-2009, 08:56 PM

Quote:

Originally Posted by chulslander

I am having this same issue, I accidentally initially picked enterprise server to find out my work wont support so i now use wireless through blackberry and my carrier. Not only can I not change it to yes, i have to different accounts desktop and then my work email. Not real sure how to fix it since i cant actually connect to the enterprise server im lost.

Hi,

When you use the BlackBerry Internet Service (BIS) via your carrier it only allows you to receive email wirelessly. You would require your work to install BlackBerry Enterprise Server to sync calendar, contacts, memos and tasks wirelessly.

Thanks,

Gary