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Contact information disappears on iPhone, iPad, Outlook

Posted on 2011-10-24
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Last Modified: 2012-05-12
Hi Experts! First ever post!

Our CEO is experiencing a strange issue where contacts are going missing from his iphone/ipad/outlook. In some cases the contact name is still there but all information such as phone number, address etc goes missing. In some cases the whole contact goes, in others it keep the name and email address but deletes the other info.

There seems to be a weird issue with syncing somewhere but I don't know what device would be causing it. I doubt if it is Outlook as it would have been experienced by someone else before now.

The CEO has an iPhone, iPad2 and 2 other computers all linked to his Exchange 2010 account.

The only other thing to mention is that 2 PAs have read access to his contacts.

Ideas?

Thanks,

Simon
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Question by:smcauley
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5 Comments
 
LVL 47

Expert Comment

by:apache09
ID: 37021698
1st check that SP1 is installed
http://support.microsoft.com/kb/2460049


Then check to see if cached Exchange mode is on
If its on, Try Turnning it off

Search for any OSTs and rename them userost.bak

Then try again
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Author Comment

by:smcauley
ID: 37027877
Thanks for the response. SP1 is already running. I have turned off cached mode and renamed the OST files. Will monitor for a couple of d
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LVL 1

Expert Comment

by:cvalcarcel
ID: 37032231
Hello,

I have seen a similar issue with calendar items disappearing from the iphone calendar. This was due to a corrupt calendar item (event name too long - large attachments on outlook invite, etc) I have also seen this happen to contacts because of the same reasons. If the user has any contacts with symbols in the name field it could cause the contacts from becoming corrupt.

good luck
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Accepted Solution

by:
smcauley earned 0 total points
ID: 37041475
From what I can tell the contacts in question were deleted months ago. Company policy is to backup 2 weeks of email only and this has happened before then.

After doing some digging I think that Suggested Contacts might be the issue. Some existing contacts are in there with fully populated information but of course when you search for that contact in your Contacts folder no results are returned. Best guess it that when the PAs have searched on the CEO contacts they haven't of course been searching in his Suggested Contacts as well.

Anyway no sliver bullet on this one.
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Author Closing Comment

by:smcauley
ID: 37119196
Both answers I received were very generic and not specific enough to the situation I was experiencing. After considering the possible scenarios I felt my own explanation was the most likely.
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