I have done the following.
1- Verify that the Microsoft XML Parser is version 4.10.9404.0 or later. The Microsoft XML Parser version can be verified on the computer hosting the BlackBerry Enterprise Server by clicking Start > Settings > Control Panel > Add or Remove Programs.
2-Install Microsoft XML Parser 4.1 or 4.2 onto the BlackBerry Enterprise Server if it is not version 4.10.9404.0 or later.
3- Restart the BlackBerry Synchronization Service on the computer hosting the BlackBerry Enterprise Server.
Important: Restarting certain BlackBerry Enterprise Server services delays email message delivery to BlackBerry smartphones. For more information, see KB04789.
4- Ask the BlackBerry smartphone user to delete the Desktop [SYNC] service book from the BlackBerry smartphone, then undelete it by completing the following steps:
A- On the Home screen of the BlackBerry smartphone, go to Options > Advanced Options > Service Book.
B- Highlight Desktop [SYNC], display the menu and click Delete.
C- Confirm the delete before exiting the Service Book option.
D- Navigate back to the Service Book option, display the menu and click Undelete.
The user says she has not got a desktop sync with service book to delete.
Will creating an Outlook profile help with this or it is irrelevant?