Feedback - by suzanneisabella: OS

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Jun 28, 2013

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@BlackBerryHelp Contacts lost after installing OS 7.1.0.991 Bundle 2705 to my Blackberry Bold 9930 http://t.co/QckwYLz31e
— Suzanne B. (@suzanneisabella) June 28, 2013

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Contacts lost after installing OS 7.1.0.991 Bundle 2705 to my Blackberry Bold 9930

***For the entire thread/issue (from start to resolution), click here***

Blackberry Support,

I am hoping that you might be able to help me. I updated my Blackberry Bold 9930 to the OS 7.1.0.991 Bundle 2705, earlier this week (on my desktop, using Blackberry Desktop software). I thought that everything was going well; but at the end of the install/upgrade, this message appeared:

I looked at the screen of my phone and could see that the background on my screen had not been restored, for example, and so I went ahead and used the backup/restore tool (along with the file mentioned) to restore that info. Upon completion, my screen looked the way that it had before and so I assumed it to be a good indication that the upgrade/installation had gone fairly smoothly. The problem that I ran across, however, once I exited the desktop software and disconnected my phone from my computer, is that only a fraction of the contacts on my phone are still in place. (I had approx 3,000 - I now have 600? Looks to me like maybe only the recent contacts were restored?)

Getting all of my contacts back/restored is more important to me than having the OS 7.1.0.991 Bundle 2705 installed and so I went back to the most recent backup file that the Desktop Software had created from my phone and stored on my computer (an hour or so before having updated/installed the 7.1.0.991 Bundle 27050) - and I went ahead and restored my phone with that, hoping that my contacts would be restored. (I did not do a wipe of my phone or anything like that.) No such luck.

I am wondering if you have any suggestions of where I might be able to find/locate all of my contacts and/or how I might get them back? I never used Backup Assistant on my phone (as I had assumed that my contacts were part of what my Desktop Software was backing up, each time) - and I also do not use BBM and so I do not know whether that function of my phone could be helpful or not.

I am a bit at a loss. I've been using Blackberry devices (old-school pager-type, Pearl, Curve, Bold, etc) for 11 years now but am feeling frustrated and losing patience. I consider myself relatively tech-savvy but am losing patience with the brand.

Thanks,

suzanne

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Jun 26, 2013

Missing contacts after installed 7.1.0.991 (Bundle 2705) on my Blackberry Bold 9930

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Saw an alert yesterday on my Blackberry Bold 9930 indicating that I needed to install a software update to my phone. Hooked it up to my computer so that Blackberry Desktop Software would automatically launch - subsequently backing up everything on my phone – after which I would go ahead and install the new software.

Everything seemed to go fine – I was working on some other stuff on the computer at the same time but I am pretty sure that the Blackberry Desktop Software required a preliminary update, as well? I continued working on other projects as the desktop software and my phone worked together to get everything updated.

When everything seemed to have stopped, I looked down at my phone and began to feel anxious when I saw that, after having restored itself, nothing looked as it used to. (Background, icons, etc all looked generic.) I looked at the Blackberry Desktop Software screen and saw this message:

Your BlackBerry! Device Software is updated and you can safely disconnect your device.

Warmings were encountered during the loading process:

Application data could not be restored to the device. The backup data file has been
saved to (file name/location within my computer) You can use the Desktop Software
Backup/Restore tool to restore this information.

I very carefully copied this message and did what it had said to do, using Desktop Software Backup/Restore to restore the above-mentioned file to my phone. (Pat self on back, seemed to work great, proud of myself, etc. lol)

It was not until later (once I had disconnected from the desktop software and was driving home, trying to make a phone call) that I realized that only a fraction of my contacts (600/2900) had been restored. (As you can imagine, this messes up the appearance of the messages/text inbox.)

A quick internet search today (using terms like "blackberry bold 7.1 bundle 2705 contacts lost") did not yield any specific solution-focused results. My specific problem does not seem to be a widespread problem.

My next idea was to go into the backup file that the Desktop Software had created (prior to having installed the installing the 7.1.0.991 on my Bold) and to restore just the contacts portion of that backup file to my phone.

No dice - the "address book" portion of the backup files that the desktop software creates "are read-only data-types and cannot be restored"???

So that is where I am now - I am leaning towards just using that backup file restoring the phone to the state that it was, prior to installation of the Bundle.

Suggestions? Ideas?

***For the entire thread/issue (from start to resolution), click here***