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Galaxy S3 - no contact sync after migration to Office 365

Posted on 2014-03-19
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Last Modified: 2014-03-20
Looking for help regarding Samsungs Galaxy S3, and Office 365.

Until January our client was using the S3 and had an ActiveSync configuration to sync her mail, contacts and calendar with her on-site Exchange corporate mailbox. All worked as it should and all data synced to her S3.

When we migrated her to our corporate Office 365 environment, we deleted her original ActiveSync setup on the phone and created a new one for 365. Mail and calendar syncs but contacts do not; she has 520 in her Contacts folder and any existing contacts will not sync. New contacts created after the migration do sync. We have also noticed that if we setup her account on a iPhone or another Galaxy S3, all contacts sync.

Samsung has done troubleshooting on the phone remotely with no resolution; the user refuses to let us wipe the phone for fear of losing data.

Looking for any advice or suggestions; also, we're curious to see if other Office 365 users are experiencing the same problem.
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Question by:RobertAtFox
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Expert Comment

by:Netflo
ID: 39941155
Are you running the latest OS - 4.3 on the handset in question? Use Samsung Kies to help you get up to speed.

Have you tried moving the contacts from the users mailbox to say a PST. Remove the ActiveSync account on the phone, reboot, re-add then move the contacts from the PST back into the mailbox?
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Author Comment

by:RobertAtFox
ID: 39941178
Netflo:

Confirmed it's Android 4.3, thanks for asking; and confirmed, we tried a couple of things as you suggest. We tried both move from a PST, and export to a CSV and import, neither worked.
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Expert Comment

by:Netflo
ID: 39944057
Your user is not going to like this but I'm going to recommend a factory reset and start again in order for us to troubleshoot further.
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Author Comment

by:RobertAtFox
ID: 39944069
Thanks Netflo. That's pretty much my conclusion as well; I was hoping for a possible alternative, but if there isn't one, well, we know what we need to do.
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Accepted Solution

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Netflo earned 500 total points
ID: 39944097
If its any help, all items on the internal memory card - pictures, etc can be removed prior to wiping.

Apps can be redownloaded via Play store, where a record of apps will be kept.

Be sure to backup the Whatsapp database and copy that file to the memory card.

To backup all sms messages, call records and even apps I would recommend using: https://play.google.com/store/apps/details?id=com.idea.backup.smscontacts

Best of luck!
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Author Closing Comment

by:RobertAtFox
ID: 39944129
Thanks! That's all good info we can use here, and for future Galaxy issues -
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