Knowledgebase
Using personal (BIS) and NotifyLink or NotifySync Email accounts simultaneously
Posted by - NA - on 30 June 2009 11:18 AM

Examples of personal Email accounts are gmail, aol, yahoo, earthlink, etc. (referred to as a BIS account since they utilize the BlackBerry Internet Service)

Using a personal email account along with your NotifyLink or NotifySync account is feasible, but requires an extra step to avoid issues with calendar synchronization. 

Scenario #1:   You have not installed NotifyLink or NotifySync yet.

Solution:  Setup personal (BIS) Email accounts before you install NotifyLink or NotifySync and delete CICAL Service Books.

If you plan to use a personal (BIS) Email account (gmail, aol, yahoo, etc.) on your BlackBerry device in addition to your NotifySync or NotifyLink Email account, follow these instructions before you install and register NotifyLink or NotifySync.  Failing to set up the personal (BIS) Email account first will result in calendar synchronization problems.

  1. Set up the personal (BIS) Email account if you have not done so already.
  2. Wait about 1 hour to allow the device to receive the service books.
  3. Delete the CICAL Service Book before installing NotifyLink or NotifySync.
    1. From the device Home screen,
      BlackBerry OS < 6.0, select:  Options > Advanced Options > Service Book
      BlackBerry OS >/= 6.0, select:  Options > Device > Advanced System Settings > Service Book
    2. Scroll through to locate any item that ends with [CICAL] (there may be more than one) and delete them by selecting Delete from the popup menu.
    3. Perform a soft reset (remove the battery, wait 10 seconds, replace the battery).

Scenario #2:  You already have NotifyLink or NotifySync on your device, but wish to setup a personal (BIS) account on the device, as well.

Solution:  Turn off NotifyLink/NotifySync synchronization, set up the personal account, delete CICAL Service Books, reset, then resume synchronization.

For NotifyLink Users:
   1. On the device turn Sync Calendar off.
             a. Select the NotifyLink icon from the Home screen.
             b. From the message list menu, select Preferences > PIM Settings.
             c. Uncheck Sync Calendar.
   2. Turn Push Settings to Off.
             a. Select the NotifyLink icon from the Home screen. 
             b. From the message list menu, select Preferences > Push Settings.
             c. Set the Weekday Settings or Weekend Settings to Off
   3. Set up the personal (BIS) Email account(s).
   4. Allow about 1 hour to ensure the service books were received, then delete the CICAL service book (see step 3 at the top of this page).
   5. Perform a soft reset (remove the battery, wait 10 seconds, replace the battery).
   6. Turn Sync Calendar back on.
   7. Turn Push Settings back on.

For NotifySync Users:
   1. Set up the personal (BIS) Email account(s).
   2. Allow about 1 hour to ensure the service books were received, then delete the CICAL service book (see step 3 at the top of this page).
   3. Perform a soft reset (remove the battery, wait 10 seconds, replace the battery).
   4. Verify that calendar syncing is on.  
             a. Select the NotifySync icon from the Home screen.
             b. From the message list menu, select Preferences > Sync Settings.
             c. Under Calendar, verify that Sync the past: has a value other than None.


Special Note:  The CICAL service book has been observed to occasionally reappear on the device.  It has not been determined what triggers this, but should a user begin to experience calendar issues again, it is advisable to check the service book list.

Scenario #3:  You are experiencing calendar issues because you have both a personal (BIS) Email account and a NotifyLink or NotifySync account and CICAL Service Books are still present.

Solution:  Delete CICAL Service Books and restore your calendar.  You may also need to clear the calendar database.

Having both a personal (BIS) Email account and a NotifyLink or NotifySync account on your device without deleting the CICAL service books may result in:

  • For NotifyLink: calendar events being removed from the server and/or calendar changes from the device not synchronizing to the server properly
  • For NotifySync: upon registration, meeting updates were sent out for all meeting invitations that previously existed on the device See Knowledge Base article.

If you are experiencing any of these issues with your calendar, perform the following to begin synchronizing the calendar properly:

  1. Delete the CICAL service book from the device.  (See step 3 in Scenario #1.)
  2. You can then either restore your calendar on the server side from a previous backup or make a change to each calendar item on the device and this will send the change back up to the server.
    Note:  If you see calendar duplications on the server as a result of changes made on the device, you will need to perform an additional step.  See KB article 2 calendars appear on device after adding BIS account and follow the instructions for clearing the calendar database.