If address book synchronization doesn’t work between your BlackBerry® device and Exchange mailbox, try the following troubleshooting steps:

  1. Verify that wireless address book synchronization is enabled on your BlackBerry handheld:
    1. On the handheld Home screen, select Address Book
    2. In the Address Book, click the trackwheel or trackball and select Options
    3. If on the Options screen Wireless Synchronization is set to NO, click the trackwheel (or trackball on some models) and select Change Option. Select YES
    4. Click the trackwheel/trackball and select Save
  2. If Wireless synchronization is set to YES, but you are still not getting your Address Book items, deactive wireless synchronization:
    1. On the handheld Home screen, select Address Book
    2. In the Address Book, click the trackwheel/trackball and select Options
    3. Click the trackwheel/trackball and select Change Option. Select NO for Wireless Synchronization
    4. Click the trackwheel/trackball and select Save.
  3. On BES 5 servers (Exchange 2010) Contacts subfolders might not be enabled for synchronization. Please find out one of the subfolders is not being synchronized and contact support.

Now reactivate the wireless address book on the device: 

  1. In the Address Book, click the trackwheel/trackball and select Options
  2. Click the trackwheel/trackball and select Change Option. Select YES for Wireless Synchronization
  3. Click the trackwheel/trackball and select Save.

 

If this does not work, please reactivate your device. Read the Knowledge Base article on How do I enable my BlackBerry using Wireless Enterprise Activation? for instructions.