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Problems with syncronization Options
theitsaint
Posted: Thursday, February 3, 2011 12:42:17 AM
Rank: Newbie
Groups: Member

Joined: 2/2/2011
Posts: 1
First of all sorry for my bad english but I hope that someone will understand and can help me.

I've a Torch and I'm trying to use Astrasync expecially for Contacts and calendar.

I've a problem, it happens that for every single addition or deleting of contacts appears this message:

The application Astrasync tried to change user data. It does not contain a signature. Could come from an untrusted source. Would you allow this?

I've more than 1000 contacts and it's not possible for me to have to confirm every single modifications!!

Can someone help me to avoid this problem?

Thanks in advance
Vicky Cwilewicz
Posted: Thursday, February 3, 2011 7:16:24 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
We will be sending you an email regarding this issue. Please let us know if afterwards need any more help.

Vicky Cwilewicz
AstraSync Support
www.astrasync.com
ict.germany
Posted: Monday, February 21, 2011 8:58:36 AM
Rank: Newbie
Groups: Member

Joined: 7/16/2010
Posts: 1
Dear Support Team,

I've the same behavior on one device (BB Tourch running Astra Sync 4.2.18 and OS 6.x) as it was described before by theitsaint. I would be pleased if you could help me as well.

Thanks in advance
Antony Luong
Posted: Tuesday, February 22, 2011 9:46:56 AM
Rank: Advanced Member
Groups: Administration , AstraSync Staff, Member

Joined: 8/28/2009
Posts: 108
Hello,

I will send you the same steps. Please let us know if it works out for you.

Regards,

Antony Luong
AstraSync Technical Support
www.astrasync.com
mantrain
Posted: Sunday, March 13, 2011 11:34:35 AM
Rank: Newbie
Groups: Member

Joined: 3/10/2011
Posts: 1
Hi there - I've got the same problem: hundreds of times to select and click "Yes" by getting the error of the missing signature. May I get this "curing" mail too, please?
Regards, Stefan
Vicky Cwilewicz
Posted: Monday, March 14, 2011 1:42:35 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
Firstly please check with your phone provider that you are running the latest OS available for your device. If not please upgrade this.

To resolve the popups we need to try resetting the contact collection. This will wipe all contacts off your phone and replace those with ONLY the ones that are on the server. please therefore take a backup of your phone before attempting the next steps.

-From the device home screen go into 'Manage Connections' and turn off all connections. This is very important
-Go into the Contact list. Press Menu > Options. This will take you to 'Contact Options' page. Type in the letters 'RSET' without the quotes. You will not see anything as you type.
-You should get a warning "Wireless sync for default is not enabled, wipe contact list anyway?" Hit YES. This option will remove all the contacts from the phone.
-Reboot the phone (remove battery for a second then insert again).
-Once the phone is back up again ensure that all connections are still OFF
-Check the contact list, there should be 0 contacts
-Go into AstraSync, hitting yes to the prompts on startup
-Go into Menu > Options > Sync Setting. Uncheck the option for Contacts.
-Go into the main contact list and ensure there are no contacts. If there are contacts then there may be some other program that is writing the contacts in. Check for this and disable those programs.
-Go into Manage Connections and turn the network connection back on again.
-Go into AstraSync, Menu > Sync Status. Force a sync and ensure email/calendar (depending upon which collections you have enabled) sync okay. (Note: Contact option should still be off at this point.)
-Back on AstraSync Options, go into Sync Settings. Select 'Contacts' and save. The contacts should now sync back to the device.

If afterwards you are still seeing the popup on every sync then please let us know and we will have to investigate further


Vicky Cwilewicz
AstraSync Support
www.astrasync.com
RajR
Posted: Wednesday, March 16, 2011 6:22:14 AM
Rank: Newbie
Groups: Member

Joined: 5/4/2009
Posts: 8
Location: Toronto, ON. Canada
We have BlackBerry 9780's and 9700's running OS 6, AstraSync 4.2.18 syncing to a FirstClass mail server. Once a 9700 is upgraded to OS 6, it's like starting from scratch, no previous contacts or calendar items.

On both new 9780 and fresh installs of OS6 on a 9700 we get the same error...

It's no longer an option to purchase 9700's with OS 5, and we can not down grade the OS on the 9780's..

Looking for a solution

Raj.

Rajesh (Raj) Ramlakhan
Technical Specialist,
IT Infrastructure and Security
Ontario Science Centre
770 Don Mills Road
Toronto, ON M3C 1T3

Tel: 416 429 4100 ext 2832
Fax: 416 696 3157
Cell: 416 676 9417

Email: rajesh.ramlakhan@osc.on.ca
www.OntarioScienceCentre.ca
Vicky Cwilewicz
Posted: Wednesday, March 16, 2011 7:16:58 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
Raj, Please follow the steps in the post from myself above your first message in this thread to help remove the popup on these devices.

Vicky Cwilewicz
AstraSync Support
www.astrasync.com
francisbakos
Posted: Wednesday, March 16, 2011 8:44:49 AM
Rank: Newbie
Groups: Member

Joined: 3/14/2011
Posts: 1
I am running Blackberry Torch OS 6.0.0.246 (platform 6.4.0.105) and Astrasync 4.2.18 .
I have tried the steps listed above but the problem persists. Can you please help.

The message is always "The application astrasync has attempted to modify your user data. But it does not contain a signature.It might not be from a trusted source. Would you like to allow this? "

RajR
Posted: Wednesday, March 16, 2011 11:18:29 AM
Rank: Newbie
Groups: Member

Joined: 5/4/2009
Posts: 8
Location: Toronto, ON. Canada
I did follow the instructions and problem still is there...This is what I tried to say in the first place. New or deleted contacts and re-synced, the problem remains the same.

Rajesh (Raj) Ramlakhan
Technical Specialist,
IT Infrastructure and Security
Ontario Science Centre
770 Don Mills Road
Toronto, ON M3C 1T3

Tel: 416 429 4100 ext 2832
Fax: 416 696 3157
Cell: 416 676 9417

Email: rajesh.ramlakhan@osc.on.ca
www.OntarioScienceCentre.ca
Vicky Cwilewicz
Posted: Thursday, March 17, 2011 6:31:21 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
Do you have any other third party applications installed on the devices that are having this problem? Do any of these interact with your contacts e.g Facebook

Vicky Cwilewicz
AstraSync Support
www.astrasync.com
RajR
Posted: Thursday, March 17, 2011 7:51:26 AM
Rank: Newbie
Groups: Member

Joined: 5/4/2009
Posts: 8
Location: Toronto, ON. Canada
Yahoo Messager, nothing else, no facebook, no google anything...Only what came with the unit..

Rajesh (Raj) Ramlakhan
Technical Specialist,
IT Infrastructure and Security
Ontario Science Centre
770 Don Mills Road
Toronto, ON M3C 1T3

Tel: 416 429 4100 ext 2832
Fax: 416 696 3157
Cell: 416 676 9417

Email: rajesh.ramlakhan@osc.on.ca
www.OntarioScienceCentre.ca
Vicky Cwilewicz
Posted: Tuesday, March 22, 2011 7:08:05 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
Rajr,

We have a number of customer who have seen the same problem as yourself. For these customers following the steps I listed did resolve the issue. Please can you try this again and let us know how you get on.


Vicky Cwilewicz
AstraSync Support
www.astrasync.com
woody4241
Posted: Tuesday, March 22, 2011 2:52:18 PM
Rank: Newbie
Groups: Member

Joined: 1/9/2011
Posts: 4
Hello

Problem of syncronization:

I am getting the following error:

Error:
cr: Error processing new email 15:775 from server.
Error retrieving keu 15:775 in tree. Index 0 >= 0


Astrasync is not synchronizing anymore...

Could you please help?

Thanks in advance,
Vicky Cwilewicz
Posted: Wednesday, March 23, 2011 6:22:06 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
Woody4241, Please follow the steps here to reset your email collection and resolve this error: http://forum.astrasync.com/Default.aspx?g=posts&t=1065

Vicky Cwilewicz
AstraSync Support
www.astrasync.com
RajR
Posted: Friday, March 25, 2011 9:06:48 AM
Rank: Newbie
Groups: Member

Joined: 5/4/2009
Posts: 8
Location: Toronto, ON. Canada
I have repeated the steps, so far 2 hour test, all is well. Thx, I will try other member of the Org with BB 9780's

Rajesh (Raj) Ramlakhan
Technical Specialist,
IT Infrastructure and Security
Ontario Science Centre
770 Don Mills Road
Toronto, ON M3C 1T3

Tel: 416 429 4100 ext 2832
Fax: 416 696 3157
Cell: 416 676 9417

Email: rajesh.ramlakhan@osc.on.ca
www.OntarioScienceCentre.ca
RajR
Posted: Friday, March 25, 2011 10:18:32 AM
Rank: Newbie
Groups: Member

Joined: 5/4/2009
Posts: 8
Location: Toronto, ON. Canada
Has started to happen again.. Is there a way to pin-point which item (contact) is generating this error..

Rajesh (Raj) Ramlakhan
Technical Specialist,
IT Infrastructure and Security
Ontario Science Centre
770 Don Mills Road
Toronto, ON M3C 1T3

Tel: 416 429 4100 ext 2832
Fax: 416 696 3157
Cell: 416 676 9417

Email: rajesh.ramlakhan@osc.on.ca
www.OntarioScienceCentre.ca
Vicky Cwilewicz
Posted: Tuesday, March 29, 2011 7:22:17 AM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
There is a bug in OS 6.0 which means if you try to delete through AstraSync, you will get a security prompt for each contact. Did the user attempt this action before the security popup reappeared? If so then you will need to follow the procedure to reset the contacts again.

We would therefore recommend that any contact deletions are deleted from the server rather than the device itself.

This issue is not related to specific contacts as far as we can tell. The popup is controlled by the OS so there is little we can do to make it go away.



Vicky Cwilewicz
AstraSync Support
www.astrasync.com
RajR
Posted: Wednesday, April 6, 2011 10:18:41 AM
Rank: Newbie
Groups: Member

Joined: 5/4/2009
Posts: 8
Location: Toronto, ON. Canada
Thanks for the Update, I will wait to see if there is an update to the Telus version of OS 6.

Raj.

Rajesh (Raj) Ramlakhan
Technical Specialist,
IT Infrastructure and Security
Ontario Science Centre
770 Don Mills Road
Toronto, ON M3C 1T3

Tel: 416 429 4100 ext 2832
Fax: 416 696 3157
Cell: 416 676 9417

Email: rajesh.ramlakhan@osc.on.ca
www.OntarioScienceCentre.ca
stephanegagnon99
Posted: Friday, June 24, 2011 9:26:42 AM
Rank: Newbie
Groups: Member

Joined: 6/19/2011
Posts: 1
Hi, I updated to the latest app world version this morning, on the Rogers Network, and since then, everytime something syncs, email or contact or whatever, I have to give it permission to update the BB. If I am not quick enough, I then get this Uncaught Excpetion, net_rim_bb_phone_app(107) and then the phone is not usable. I have to take the batter out and reboot.

I have a torch and I just bought AstraSync and now it is not working anymore.

Please help?

Anthony Vu
Posted: Friday, June 24, 2011 10:19:07 AM
Rank: Advanced Member
Groups: Administration , AstraSync Staff, Member

Joined: 7/23/2009
Posts: 142
Location: San Jose
Hi Stephane,

That doesn't sound like an error comin from AstraSync. Notice that the error that ultimately causes the problem is the net_rim_bb_phone_app. Installation of the app world may have corrupted something on your BlackBerry that you are unaware of.

Anthony Vu
Astrasync Technical Support
www,astrasync.com
Kivoto
Posted: Thursday, September 22, 2011 9:04:57 AM
Rank: Newbie
Groups: Member

Joined: 6/19/2011
Posts: 3
Has someone from Astrasync or wherever found a solution to this? surely the issue has been there long enougfh for Astrasync to have done a patch or workround coz restting collection resolves the issue temporarily but shortly when syncing new items or deleted items. My CEO was asking me if we are guinea pigs of this Astrasync product coz he has a very active calender and everyting he gets these security notifications. He is sick and tired. Can Astrasync work with Blackeberry to help us? I am getting this particular pop so many times and i have done all that has been mentioned in the forums but i believe mine has to do with security certificate coz when i remove the BB battery and put back and switch on the handset, i get this message 'The application Astrasync has attempted to modify your user data. But it does not contain a signature. It may not be a from a trusted source. Would you like to allow this? followed by this 'The application Astrasync has attempted to access mail.swiftfreight.com. But it does not contain a signature. It may not be a from a trusted source. Would you like to allow this?
Vicky Cwilewicz
Posted: Thursday, September 22, 2011 11:36:03 PM
Rank: Goddess
Groups: Administration , AstraSync Staff

Joined: 7/9/2008
Posts: 1,512
The two popups you quote will appear every time upon restarting the AstraSync application on any device running any OS. There is no way to stop these appearing because they are controlled by the BlackBerry OS. These should only appear twice.

The continuous security popup that customers are seeing when using OS 6 is due to a bug in OS 6.0 which means if you try to delete through AstraSync, you will get a security prompt for each contact. We are unable to fix this cause but using the workaround in http://forum.astrasync.com/Default.aspx?g=posts&t=1064 usually resolves the issue for our customers.


Vicky Cwilewicz
AstraSync Support
www.astrasync.com
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