Blackberry 12 users getting duplicate contacts since 10.3 update

detox1978
detox1978 used Ask the Experts™
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Hi All,

Since the 10.3 client update all our user (all z30's) now have duplicate contacts (the same one 4-8 times).

Some are reporting that occasionally contacts disappear and have to reboot the device to get them back.

Has anyone come across this before.  Or have any suggestions how what could have caused this / can be done to fix it?


Many thanks
D
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Most Valuable Expert 2014

Commented:
Using a BES or ActiveSync to connect the devices?
Are the contacts touched by anything else? A CRM for example? Most problems I see with Contacts on mobile devices are originated on the source of the data rather than the device.

Simon.

Author

Commented:
I'm pretty sure BES uses ActiveSync.

There are a couple of people who also sync with their iPhone/iPad.  But there are people who only sync a Blackberry that experience the issues
Most Valuable Expert 2014

Commented:
BES does use ActiveSync.
However I am referring to a direct ActiveSync connection, or via a BES.
Do you have anything in Outlook that could be touching the contacts - that is what I was referring to.

Simon.
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Author

Commented:
We use IBM Notes for email.

I can't think of anything that is syncing.   Is there a way to check if restrict access on the connections?
Most Valuable Expert 2014

Commented:
I cannot help you any further so will unsubscribe from the question. I haven't seen a Lotus Notes system for over 15 years, never seen a Blackberry used against it.

Simon.
IT Regional Manager - UK
Commented:
I'm in the same boat as Simon, haven't seen Notes in 14+ years, never mind see it work with Blackberry's.  MInd you haven't worked with BES/Berries for a for years either.

However in the interest of trying to help you, i would suggest that you verify if you have the handsets connecting directly to your Notes server, or do you in fact have a working BES server (if not you really should) - this will help other experts narrow the issue.

Your handsets I assume were recently upgraded to v10.3 OS, did you verify that this OS is supported for Lotus Notes?  If there was a BES server involved, it may be able to mitigate the old Notes server with the handsets.  Duplicate contacts can be caused by various issues, but usually its an issue syncing with the users mailbox that can cause duplication of data, whcih in turn then syncs back and ends up in a vicious circle.

I would try and wipe a handset, and then re-sync (having cleared any duplicate contacts from the user account beforehand.  If the duplication comes back, then you may need to roll back the BB OS (pull down the full version from the BB website for your carrier and model of handset) and then re-try.  This is assuming all was well before you upgraded to 10.3?

Author

Commented:
Thanks for the tips.  I've connected a couple of users directly to the BES server and upgraded the IBM Notes server / Traveler, which seems to have resolved the issue

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