Blackberry Storm won't play assigned ringtones

On the Storm phone our President has which is on a BES, it won't ring with the assigned ringtone to the contact.  I tested it by assigning a ringtone to my contact info.  When I called her it rang with her default ringtone.  What could be the problem.  FYI she has already removed the battery to reset it.

Thanks
J.R. SitmanIT DirectorAsked:
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SysExpertCommented:
1) have you upgraded to the newest STORM firmware via you supplier ?

2) Have you tested with a similar phone

3) have you checked the settings ?

It is possible the phone is defective and needs to be returned.

I hope this helps !
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J.R. SitmanIT DirectorAuthor Commented:
Upgraded today and then tested.  Same problem.
I have the same phone but not on the BES and mine works fine
I believe I've checked the settings but she has been messing with it so I'm not sure what she might have done.  What setting do you want me to check, just in case I missed somethinbg?
Hope it's not defective.

Thanks
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Gary CutriData & Communications SpecialistCommented:
Hi, I assume you are going into the Contacts > Selecting a contact > Pressing Menu > Selecting Edit > Scrolling down to "Custom Ring Tone/Alerts" to setting the tone?  Also ensure the tones you are selecting are the built-in tones for testing as if you are selecting custom tones (e.g. MP3 files) they may not work correctly.  
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J.R. SitmanIT DirectorAuthor Commented:
I was setting it from "Sounds", "Contact alerts"  I'll try your way and use defaults
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J.R. SitmanIT DirectorAuthor Commented:
These were both correct, however garycutri's was more detailed.  Also the "vibrate" was set to on.  After turning it off the problem was gone.
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