Troubleshooting the “Unable to Complete Request” Error When Synching a Blackberry with Groupwise via Blackberry Desktop Manager


A client has periodically received the “Unable to Complete Request” message when synching her Blackberry 7100i with Groupwise via Blackberry Desktop Manager.

We previously fixed this error by following the instructions found in Blackberry KB11703, but that only fixes the problem for a few months, and requires Intellisync to be reconfigured. This includes re-entering the Groupwise password, which can be a problem if the user is not around when you are troubleshooting the problem!

Her configuration included the following:

  • Windows XP SP2
  • Groupwise Client 7.0.2
  • Blackberry Desktop Manager 4.2.2.1.4

No relevant errors were shown in the Windows System or Application log files.

Her Blackberry Desktop Manager RIM.log file showed the following error messages:

  • “Failed to open device database!”
  • “Internal Error #-728.  Translation Canceled!”
  • Internal Error #4238. Translation Canceled!

I enabled advanced logging for Intellisync by following the instructions in Blackberry KB01451 and found the following errors in the ptTrace.log file:

  • Wed Apr 23 12:27:24 2008: Error 1st=1053 (f=0xb006) 2nd=722 (f=0x8a0a2).-728 at D:\TEMPDIR_5154\se_5x_engine\iltif2\TIFSYNC.CPP line 5156
  • Wed Apr 23 12:27:24 2008: Error 0x41d.1053.-728 at D:\TEMPDIR_5154\se_5x_engine\iltif2\TIFSYNC.CPP line 4926 
  • Wed Apr 23 12:27:24 2008: Error 0.-728 at D:\TEMPDIR_5154\se_5x_engine\ilxtrans\CILTRANS.CPP line 1383 
  • Wed Apr 23 12:27:24 2008: Error -728.-728 at D:\TEMPDIR_5154\se_5x_engine\ilsdk\Ilx_sdk.cpp line 337
    12:27:24.921: Translation Unit Status: User=4014a094, rc=-728, Phase=30, TrErr=-728, SysErr=0 at D:\TEMPDIR_5154\se_5x_engine\ilx32\XLATEV3.cpp line 490
     
  • Wed Apr 23 12:27:24 2008: Error -728.-728 at D:\TEMPDIR_5154\se_5x_engine\ilsync\XLATE.CPP line 3243 
  • Wed Apr 23 12:27:24 2008: Error -728.-728 at D:\TEMPDIR_5154\se_5x_engine\ilsync\XLATE.CPP line 2893 
  • Wed Apr 23 12:27:24 2008: Error -728.-728 at D:\TEMPDIR_5154\se_5x_engine\ilsync\XLATE.CPP line 2465 
  • Wed Apr 23 12:27:24 2008: Error -728.-728 at D:\TEMPDIR_5154\se_5x_engine\ilsync\XLATE.CPP line 3689

To fix the Groupwise calendar synchronization problem I did the following, without re-configuring Intellisync:

1)  Open Blackberry Desktop Manager – Synchronize icon – Configuration tab – Configure Sync button – Configure drop down box – Advanced Settings

Advanced Settings

 

2) Select the Field Mapping Button

 Field Mapping Button 

3) Double Click on Alarm Flag, Free Busy, and Private to make the mapping relationship double arrows disappear.

Field Mapping for Calendar

4) Click OK 3 times

5) Select Synchronize tab – Synchronize Now.  Synchronization should now succeed.

6) Navigate to Configure Sync button – Configure drop down box – Advanced Settings – Field Mappings button.

7) Drag the fields in the right column up or down to align them with matching Handheld fields in the left column.  Click or press the spacebar to map or unmap the fields.  Re-associate the following fields:

  • Alarm Flag – Alarm Flag
  • Free Busy – Status
  • Private – Private Flag

8 ) Click OK 3 times

9) Select Synchronize tab – Synchronize Now.  Synchronization should now succeed.

Please note:

I chose the Alarm Flag, Free Busy and Private field mappings because they seemed somewhat non-standard.  I may have only needed to re-associate one of these fields.  If/When the synchronization fails again, I’ll try just changing one field at a time to try to nail down which one actually caused the problem.

You may also find that a different field mapping is the cause of your problem.  To ensure the calendar synchronization is actually the cause of your issues, try performing a sync with no categories selected for synchronization.  If this succeeds, try enabling synchronization for one category at a time until you can get the sync to fail.

6 Responses to “Troubleshooting the “Unable to Complete Request” Error When Synching a Blackberry with Groupwise via Blackberry Desktop Manager”

  1. Jgould Says:

    Thank you!!! This was driving me crazy and your simple solution worked.

  2. Jay Says:

    Thank you so much. I just fixed my issue following your steps.

    My configuration included the following:

    Windows XP professional SP3
    MS Outlook 2007 client
    Blackberry Desktop Manager 4.2.2.12

  3. Douglas Says:

    This also solved my problem – thank you. I using an E-ten Glofiish M800 and Nokia Intellisync Handheld 6.0 with Groupwise.

  4. Bob Scrofani Says:

    I had the exact same problem, and a similar setup, and your solution worked like a charm. Thank you so much!

  5. Luke Says:

    Resolved a user’s sync issue today with the help of this article. Thanks!

  6. JP Says:

    Interesting. I really appreciate Julie’s posting this helpful note. While my five years’ experience is with multiple Blackberry models and Outlook, Julie’s intuition reinforces what I hear from vendor and RIM techs, which is that the calendar sync is imperfect. Their RIM-recommended resolutions include deleting the Intellisync folder, then reconfiguring the BDM sync; and using advanced logging to locate the “bad” Outlook record(s), which is/are then deleted. Either of these two methods work equally well – until the next error.

    Here is what’s REALLY interesting: All this time, vendors and RIM have been saying that the calendar sync problem stems from some Outlook calendar (or, early on, contact list) issue. This very thread is not about Outlook but Groupwise. The indication, then, is that the Blackberry software, not the Microsoft or Novelle application, is the weak link (pun unavoidable).

    Taking at face value Julie’s discovery that repairing field mapping resolves the issue ad infinitum: Might RIM be wise to publicize this true resolution? Further, might RIM be wise to write a little applet that, with a single button, automates the field-mapping process? Even better, why not put a flag and the script into BDM, so that, whenever this error occurs (and it, along with associated errors, always requires the same resolution), BDM simply displays “Errors found, please wait a moment while we repair them” and resolves the known issue with the known resolution?

    This thread changes my image of RIM, and of Microsoft (I have no opinion on Novelle).

    Lastly, Julie’s comment about the most “likely suspect” fields is right on the mark. In this regard, perhaps Groupwise is like Outlook: In Outlook, free/busy, alarm and recurring appointment flags appear to cause the vast majority of BDM sync failures; in fact, notice of recurring appointments occasionally becomes corrupted in Outlook.

    So Microsoft is not perfect; but we already know that. Now, it’s RIM’s turn to begin addressing sync issues with active resolutions for issues that erase the productivity promised by these devices.


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