Sync related problems could happen because BES cannot resolve BB users in the GAL. Please try procedure below in attempt to resolve this issue. In case if this does not help, please do not hesitate to contact
support@zimbra.com and we will obtain extra logging to do more precise troubleshooting.
-Stop BB controller.
-Open up ‘BlackBerryServer’ profile with Outlook.
-Hit CTRL+SHIFT+B to open up address book dialog.
-Choose ‘Global Address List’ in combo box and check if GAL is already populated.
-If GAL is not populated, please recommend to customer to force GAL sync using the button on zcb logging control.
-If GAL is populated, it is possible that GAL is not set for resolution – please go to Tools->Options->Switch to the list box titled ‘When sending mail, check names …’ -> add GAL to the list if it is not there already.
-To check if GAL resolution is working, please try to open new ‘compose mail’ dialog, type one of the names that is present in the GAL in edit box located in front of ‘To’ button and then hit CTRL+K.
-Outlook should underscore the name confirming that it was resolved.
-Sync in BES should start function properly once you will confirm that names can be resolved successfully in Outlook as described above.
Thanks,
-Eugene