[MrMayor]

Hi Gang. Recently migrated one of my BES users from an 8250 to a 9800. Same carrier, same BES, same guy.... but, we appear to have lost his contacts.

We used the BB Desktop Software migration (?) tool and initially it looked ok. Ahhh but me so wrong. The guy lost his contacts completely. (Background) We use BES and Lotus Notes, and Notes config did not change, it still "thinks" it's synching.....

Thing is, my user (who's no longer here/visiting) now tells me he sees 2 DESKTOP's, 1 has zero contacts, the other says 900+ (which is about right), but can't view anything.

Does anyone have any suggestions for me? This may need to be done remotely as he doesn't visit often....

Thanks!
MM

[jsconyers]

Are you saying you did a switch device wizard before you activated the new device?

If so, you don't need to. The BES keeps a wireless backup of the data.

If you did to move the apps over, then only select third party applications only and uncheck everything else, then activate.

[Dubdub]

Moved to the BES Admin section.

[penguin3107]

Using the switch device wizard was probably a bad idea in this case. Should have just let BES do the restore from wireless backup.

Assuming the contacts are still intact in Lotus Notes, you can easily re-sync them from the handheld.
On the device, go into Contacts > Options. Type RSET on the keypad and answer Yes when prompted to reload from the server.
This will wipe the address book on the device and re-sync from the server copy.

[freakinvibe]

You don't need to connect to the Desktop at all to change to a new device.

Just set the activation password, activate the new device wirelessly (this will disconnect the old device automatically) and everything will come back (contacts, mails, meetings, settings).

Connecting to the desktop, if not done properly, will blow up things. We don't allow our users to connect to the desktop for this very reason.

[MrMayor]

Originally Posted by jsconyers

Are you saying you did a switch device wizard before you activated the new device?

@jsconyers, Uhhh yes, I do believe I did. I was covering another guy while he was away.
@dubdub, Thank you. (How embarassing, I own a forum too.. )
@jsconyers, penguin3107, freakinvibe. Thank you! I plan on tackling this today, and using said advice into the future.. You guys are alright no matter what dubdub said about you all....


MM

[MrMayor]

"But wait, there's more"

Uhm, it's too late to activate these now correct, as they are all receiving mail etc. Sure, in the future no problem, BUT, for now, I can't do that becuase the new device is already synching now, correct?

PS: Thanks to my co-worker coming back, I discovered why he wanted the first user to use the desktop, indeed to obtain 3rd party apps only... So, just for my own knowledge,
I should have activated the 9800 first, then restored 3rd part apps via desktop?? Or could I have avoided the desktop altogether?

Thanks again
MM

[jsconyers]

It isn't too late. Follow Penguin's steps above.

Set the wireless sync to no in the address book and save. Type RSET to clear the device database, then set wireless sync to yes. It will then resync all of the contacts.

In the future, you can use DM at anytime (depending on your IT policy), just only select third party applications and uncheck everything else.

[MrMayor]

Ok... hopefully this is the last round of questions, and you may have answered it just now (Don't know, no BBerry handy)

On the device, go into Contacts > Options. Type RSET on the keypad and answer Yes when prompted to reload from the server.
This will wipe the address book on the device and re-sync from the server copy.

1) My client didn't see a "spot" to type RSET, so, I imagine we need to do the steps you said last,

On the device, go into Contacts > Options. Type RSET on the keypad and answer Yes when prompted to reload from the server. This will wipe the address book on the device and re-sync from the server copy.

2) Will it CONTINUE to sync into the future like it used to, or is this a one time sync??

Thank you.
MM

[jsconyers]

You won't see anything being typed. It is a "hidden" command. Once entered correctly, the user will be prompted that the address book is going to be wiped.

This just clears the database and then allows it to have a fresh sync. It will continue to sync as normal going forward.