Travel Technology - Blackberry Enterptise Server Will Not Sync Address Books with Curve

Mrs. jsnydcsa works in a medium-sized office where they have chosen to go with an outside tech support firm that, in my opinion, is useless. Examples: their solution to the inability to print - wipe a computer and start from scratch, erasing everything without backing up favorites, personal files, etc.; their tech support consists of, often, an answer such as "Have you tried shutting down and restarting."

Currently the unsolved problem of the month (yes, the past month) is that while all users who have Blackberry Curves (service through AT&T, if that matters) connected to the office's Blackberry Enterprise Server wirelessly sync/reconcile Outlook emails and calendar entries (both ways) without issue, all users save one have lost the sync feature for Outlook contacts in either direction. The only way someone discovered this was that they replaced a broken (keyboard not working) Curve with a new one and, while the mail and calendars almost immediately sync'ed on setup, contacts still do not. When this was discovered over a month ago on the user's new Blackberry, the others in the office took a look at their Outlook and BB address books, observed the lack of sync/reconcile and confirmed the inability to wirelessly sync/reconcile contacts.

Moron tech support company rep has two solutions:
1) Running a google search, checking various message boards for solutions. No luck.
2) Proposing that the firm buy a fairly expensive Blackberry/RIM-sold service plan (e.g. sold by RIM, not an add-on to the contract with the tech support company) that allows them to call some separate help line to possibly get a solution.

Given that one employee (out of approx 20) has this feature working, I can not believe that the two suggested solutions above are the only solutions. There must be something being done correctly with respect to the one user that needs to be done for the others.

I have generally been able to provide infinitely more support to Mrs. jsnydcsa's in-house tech person than Moron Tech Support company. But, I admit that I'm below novice level when it comes to Blackberry Enterprise (my personal BB is on BIS).

Any suggestions?

Any suggestions?

They can hire me to do their tech support instead of the group they have now. I'll still charge them for it, but I'll also fix the problem (n.b. I don't actually know this one for certain, but I'd figure it out).

There are almost certainly error messages on the BES server that will indicate what the problem is, assuming it is on the server. But that means getting a decent technical support organization to handle the systems.

First, check to see what is different between the one user that has it working and the rest. Check things such as :

1. What version of BB handheld SW are they using?
2. Check the sync settings on the BB that works and compare it with the ones that don't.


If you don't solve it with the above, try changing sync settings for ONE of the BBs that don't work to remove the wireless sync, reboot the blackberry, add back the wireless sync, reboot the blackberry. NOTE NOTE NOTE: BACKUP THE BB before you do this !!

Caveat: I am not a BIS expert, I have just had the above approaches work on my personal BIS account.

1. What version of BB handheld SW are they using?

Mrs. jsnydcsa is on a BB 8310 Curve from AT&T v4.5.0.110 (Platform 2.7.9.90).