New Contacts not syncing to device

[Korazu]

A new user has just been put on the BES and had their enterprise activation work successfully. Now when the user tries to add new contacts via Outlook or the device itself, it gets the below error messages in the application log and the BES_MAGT_01_%DATE%.TXT log.

The user has 3 contact folders (Contacts, Work, Personal) As you can see they were trying to add a new contact to their personal contacts. All 3 folders synced perfectly fine on the initial setup, just has not since. Wireless syncronization is enabled. Under Contact Options, the Contact Lists displays Desktop.

Any help is greatly appreciated!

Application Log:
Event Type: Warning
Event Source: BlackBerry Messaging Agent BES Agent 1
Event Category: None
Event ID: 20531
Date: 3/31/2009
Time: 11:53:20 AM
User: N/A
Computer: BES
Description:
{my.email@domain.com} DoPIMItemPacketProcessing - Folder name returned from GetPIMItem (Personal) was not as expected ()

BES_MAGT_01_%DATE%.TXT log:
[40787] (0331 115320.325){0xD84} {my.email@domain.com} Queuing new item (type=Address Book) through notification. EntryId=29023
[20531] (0331 115320.340){0x4A0} {my.email@domain.com} DoPIMItemPacketProcessing - Folder name returned from GetPIMItem (Personal) was not as expected ()
[30315] (0331 115320.340){0x4A0} {my.email@domain.com} Sending data to PIM Connector, size=432
[40279] (0331 115320.340){0x4A0} {my.email@domain.com} SubmitToRelaySendQ, Tag=11109
[40792] (0331 115320.340){0x4A0} {my.email@domain.com} Add request sent to the PIM Connector. Target=Address Book
[40000] (0331 115320.340){0xFAC} [BIPP] Send data, Tag=11109
[40000] (0331 115320.340){0xFA8} [BIPP] Received status DELIVERED, Tag=11109
[30384] (0331 115320.340){0x4D4} {my.email@domain.com} Packet has been delivered to PIM Connector, Tag=11109
[40000] (0331 115325.762){0xFA8} [BIPP] Received datagram, Tag=6057
[40799] (0331 115325.762){0x48C} {my.email@domain.com} Processed request from PIM Connector cmd=0x5, Tag=6057
[40279] (0331 115325.762){0x48C} {my.email@domain.com} SubmitToRelaySendQ, Tag=6057

[GaryCutri]

Hi,

Can you please rename the users "Personal" contact list to "Private" and then from the device perform the following:

1. Open Contacts
2. Press the menu button and select Options
3. From the Options menu type RSET
4. You will be prompted with "This will erase your desktop contacts list, and reload it from your server. Continue?", select Yes to reload.
5. Your device contact database will now be erased and it will be reloaded a copy from your Exchange Server.

Thanks,

Gary

[Korazu]

Thanks for the response. I tried what you suggested, and I am still getting the same results. Even after renaming the book to Private, it still is showing Personal. Below is the log from the BES.

Anymore ideas or help is greatly appreciated. Thanks!

[30418] (04/01 08:59:34.121):{0x48C} {my.email@domain.com} Updated PIM config
[40799] (04/01 08:59:34.121):{0x48C} {my.email@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=6330
[40279] (04/01 08:59:34.121):{0x48C} {my.email@domain.com} SubmitToRelaySendQ, Tag=6330
[40000] (04/01 08:59:34.121):{0xFAC} [BIPP] Send status DATA_ACCEPTED, Tag=6330
[40000] (04/01 08:59:35.683):{0xFA8} [BIPP] Received datagram, Tag=6331
[40830] (04/01 08:59:35.683):{0x488} {my.email@domain.com} Initialize request received from Sync Server. Target=Address Book, CmdID=-1472, status=200
[30315] (04/01 08:59:35.683):{0x488} {my.email@domain.com} Sending data to PIM Connector, size=378
[40279] (04/01 08:59:35.683):{0x488} {my.email@domain.com} SubmitToRelaySendQ, Tag=11498
[40799] (04/01 08:59:35.683):{0x488} {my.email@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=6331
[40000] (04/01 08:59:35.683):{0xFAC} [BIPP] Send data, Tag=11498
[40279] (04/01 08:59:35.683):{0x488} {my.email@domain.com} SubmitToRelaySendQ, Tag=6331
[40800] (04/01 08:59:35.683):{0x12A4} {my.email@domain.com} Starting Address Book rescan
[40000] (04/01 08:59:35.699):{0xFAC} [BIPP] Send status DATA_ACCEPTED, Tag=6331
[40000] (04/01 08:59:35.699):{0xFA8} [BIPP] Received status DELIVERED, Tag=11498
[40804] (04/01 08:59:36.418):{0x12A4} {my.email@domain.com} RescanPIMItems - Address Book rescan completed, changes detected
[30384] (04/01 08:59:36.418):{0x47C} {my.email@domain.com} Packet has been delivered to PIM Connector, Tag=11498
[40795] (04/01 08:59:36.418):{0x4A0} {my.email@domain.com} Rescan - starting to get items from list of changed items and generate XML. Target=Address Book
[40786] (04/01 08:59:37.214):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User1) to get an SMTP address
[40786] (04/01 08:59:37.418):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User2) to get an SMTP address
[40786] (04/01 08:59:37.433):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User3) to get an SMTP address
[40786] (04/01 08:59:37.793):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User4) to get an SMTP address
[40786] (04/01 08:59:38.058):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User5) to get an SMTP address
[40786] (04/01 08:59:39.183):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User6) to get an SMTP address
[40786] (04/01 08:59:39.464):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User7) to get an SMTP address
[40202] (04/01 08:59:39.464):{0x4A0} RIM_HrGWResolveProxy - Properties not found
[40846] (04/01 08:59:39.464):{0x4A0} {my.email@domain.com} GetPIMItem - Syncing empty e-mail address 2 due to failure in RIM_HrGWResolveProxy (type=Address Book)
[40786] (04/01 08:59:39.652):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User8) to get an SMTP address
[40786] (04/01 08:59:39.683):{0x4A0} {my.email@domain.com} GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User9) to get an SMTP address
[40796] (04/01 08:59:41.980):{0x4A0} {my.email@domain.com} Rescan - request generated for the PIM Connector. Target=Address Book ( 447 Add, 0 Update, 0 Delete - 447 total )
[40797] (04/01 08:59:42.027):{0x4A0} {my.email@domain.com} Sending the rescan request to the PIM Connector. Target=Address Book
[30319] (04/01 08:59:42.027):{0x4A0} {my.email@domain.com} Sending chunk of data to PIM Connector, id=57021, size=50022, 50000/50000/179851
[40279] (04/01 08:59:42.043):{0x4A0} {my.email@domain.com} SubmitToRelaySendQ, Tag=11499
[40000] (04/01 08:59:42.043):{0xFAC} [BIPP] Send data, Tag=11499
[30319] (04/01 08:59:42.043):{0x4A0} {my.email@domain.com} Sending chunk of data to PIM Connector, id=57022, size=50019, 50000/100000/179851
[40279] (04/01 08:59:42.058):{0x4A0} {my.email@domain.com} SubmitToRelaySendQ, Tag=11500
[30319] (04/01 08:59:42.058):{0x4A0} {my.email@domain.com} Sending chunk of data to PIM Connector, id=57023, size=50019, 50000/150000/179851
[40279] (04/01 08:59:42.058):{0x4A0} {my.email@domain.com} SubmitToRelaySendQ, Tag=11501
[30319] (04/01 08:59:42.058):{0x4A0} {my.email@domain.com} Sending chunk of data to PIM Connector, id=57024, size=29873, 29851/179851/179851
[40000] (04/01 08:59:42.058):{0xFAC} [BIPP] Send data, Tag=11500
[40000] (04/01 08:59:42.074):{0xFAC} [BIPP] Send data, Tag=11501
[40279] (04/01 08:59:42.089):{0x4A0} {my.email@domain.com} SubmitToRelaySendQ, Tag=11502
[40798] (04/01 08:59:42.089):{0x4A0} {my.email@domain.com} Rescan request sent to the PIM Connector. Target=Address Book
[30262] (04/01 08:59:42.089):{0x488} {my.email@domain.com} Preparing OTAFM Batch
[40560] (04/01 08:59:42.089):{0x488} {my.email@domain.com} Batching Message Status Update for RefId=-391001944, status=1, TransactionID=-908927295
[30289] (04/01 08:59:42.089):{0x488} {my.email@domain.com} 1 OTAFM commands sent in batch for TransactionId=-908927295, Tag=11503, size=46
[40279] (04/01 08:59:42.089):{0x488} {my.email@domain.com} SubmitToRelaySendQ, Tag=11503
[30066] (04/01 08:59:42.089):{0x488} Total Msgs Pending 1
[40000] (04/01 08:59:42.089):{0xFAC} [BIPP] Send data, Tag=11502
[40000] (04/01 08:59:42.121):{0xFAC} BIPPaClient::SendPacket: Pipe full
[40000] (04/01 08:59:42.136):{0xFAC} [BIPP] Send data, Tag=11503
[40000] (04/01 08:59:42.136):{0xFAC} BIPPaClient::SendPacket: Pipe full
[40000] (04/01 08:59:42.168):{0xFA8} [BIPP] Received status DELIVERED, Tag=11499
[30384] (04/01 08:59:42.168):{0x47C} {my.email@domain.com} Packet has been delivered to PIM Connector, Tag=11499
[40000] (04/01 08:59:42.183):{0xFA8} [BIPP] Received status DELIVERED, Tag=11500
[30384] (04/01 08:59:42.183):{0x48C} {my.email@domain.com} Packet has been delivered to PIM Connector, Tag=11500
[40000] (04/01 08:59:42.199):{0xFA8} [BIPP] Received status DELIVERED, Tag=11501
[30384] (04/01 08:59:42.199):{0x4A0} {my.email@domain.com} Packet has been delivered to PIM Connector, Tag=11501
[40000] (04/01 08:59:42.199):{0xFA8} [BIPP] Received status DELIVERED, Tag=11502
[30384] (04/01 08:59:42.199):{0x488} {my.email@domain.com} Packet has been delivered to PIM Connector, Tag=11502
[40000] (04/01 08:59:42.589):{0xFA8} [BIPP] Received datagram, Tag=6332
[40000] (04/01 08:59:42.589):{0x12A4} {my.email@domain.com} Processed MULTI_STATS from Dispatcher, Tag=6332
[40000] (04/01 08:59:43.121):{0xFA8} [BIPP] Received status DELIVERED, Tag=11503
[30201] (04/01 08:59:43.121):{0x4A0} {my.email@domain.com} OTAFM batch has been DELIVERED to device, Tag=11503
[40536] (04/01 08:59:43.121):{0x4A0} {my.email@domain.com} Updating messages in OTAFM batch, TransactionID=-908927295
[30066] (04/01 08:59:43.183):{0x4A0} Total Msgs Pending 0
[40000] (04/01 08:59:43.668):{0xFA8} [BIPP] Received datagram, Tag=6333
[30418] (04/01 08:59:43.668):{0x12A4} {my.email@domain.com} Updated PIM config
[40799] (04/01 08:59:43.668):{0x12A4} {my.email@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=6333
[40279] (04/01 08:59:43.668):{0x12A4} {my.email@domain.com} SubmitToRelaySendQ, Tag=6333
[40000] (04/01 08:59:43.668):{0xFAC} [BIPP] Send status DATA_ACCEPTED, Tag=6333
[40000] (04/01 09:00:04.793):{0xFA8} [BIPP] Received datagram, Tag=6334
[40799] (04/01 09:00:04.793):{0x48C} {my.email@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=6334
[40279] (04/01 09:00:04.793):{0x48C} {my.email@domain.com} SubmitToRelaySendQ, Tag=6334
[40000] (04/01 09:00:04.793):{0xFAC} [BIPP] Send status DATA_ACCEPTED, Tag=6334
[40000] (04/01 09:00:32.761):{0xFA8} [BIPP] Received datagram, Tag=6335
[40799] (04/01 09:00:32.777):{0x12A4} {my.email@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=6335
[40279] (04/01 09:00:32.777):{0x12A4} {my.email@domain.com} SubmitToRelaySendQ, Tag=6335
[40000] (04/01 09:00:32.777):{0xFAC} [BIPP] Send status DATA_ACCEPTED, Tag=6335
[40000] (04/01 09:00:41.308):{0xFA8} [BIPP] Received datagram, Tag=6336
[40799] (04/01 09:00:41.308):{0x47C} {my.email@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=6336
[40279] (04/01 09:00:41.308):{0x47C} {my.email@domain.com} SubmitToRelaySendQ, Tag=6336
[40000] (04/01 09:00:41.308):{0xFAC} [BIPP] Send status DATA_ACCEPTED, Tag=6336
[40000] (04/01 09:00:49.589):{0xFA8} [BIPP] Received datagram, Tag=6337
[40000] (04/01 09:00:49.589):{0x4A0} {my.email@domain.com} Processed MULTI_STATS from Dispatcher, Tag=6337
[40800] (04/01 09:01:46.089):{0x48C} {my.email@domain.com} Starting Address Book rescan
[40805] (04/01 09:01:46.121):{0x48C} {my.email@domain.com} RescanPIMItems - Address Book rescan completed, no changes detected
[40000] (04/01 09:01:49.589):{0xFAC} [BIPP] Ping 2340 sent
[40000] (04/01 09:01:49.589):{0xFA8} [BIPP] PingResponse 2340 received

[GaryCutri]

Can you please post back with the exact version of BES you are running? This can be found in BlackBerry Manager > Help > About BlackBerry Manager (e.g. 4.1.6.9).

The log entries below indicate that the BES failed to resolve a user's Simple Mail Transfer Protocol (SMTP) address when conducting a mailbox scan:

RIM_HrGWResolveProxy - Properties not found
GetPIMItem - Syncing empty e-mail address 2 due to failure in RIM_HrGWResolveProxy (type=Address Book)
GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User8) to get an SMTP address
GetPIMItem - attempting to resolve email address (/o=Domain.com/ou=First Administrative Group/cn=Recipients/cn=User9) to get an SMTP address

[Korazu]

Sorry for late response I have been under the weather.

We are using 4.1.6.9.

[GaryCutri]

Sorry for late response I have been under the weather.

We are using 4.1.6.9.

This is not related to this issue but I highly recommend installing MR4 for SP6 as it corrects a large number of know issues (you current have no mr updates applied).

A RIM_HrGWResolveProxy error indicates that BES cannot access the Global Catalog (GC) Server, this will cause a domain name resolution problem as a result of GC Server access failure. As this is only happening for a single user it is very odd but can you check the following:


1. Open regedit
2. Go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerryServer.
3. Select the registry key that begins with dca (it will appear as a sub folder)
4. Double click 001e6602.
5. Ensure the value is set to the fully qualified domain name of the GC Server that the MAPI Profile references for domain name resolution (bbforumsdc01.blackberryforums.local)
6. Then go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerry Server Management
7. Select the registry key that begins with dca (it will appear as a sub folder)
8. Double click 001e6602
9. Ensure the value is the same as step 5.

[bb_helios]

Hi GaryCutri,

could you plaese elaborate what mechanisms stand behind the syncronization of user-created Contact folders? Unfortunately I was not able to find much on that topic...
I'm running BES 4.1.6.16 and having the same problem as the OP, no user has complained yet, however I do have some of these errors in the log am fairly certain that the connection to the GC Server is just fine.

Thanks,
Andy