Contacts Cleaner™ - Help and Support Center

  1. Fix Common Problems
  2. Contact the Help Desk
  3. Purchase Contacts Cleaner

Fix Common Problems - BlackBerry

I have a new phone, how do I reinstall Contacts Cleaner without paying for a new copy?
  1. Start BB App world on your phone
  2. Select "My World", the lower right tab
  3. Login with you App World ID (which is typically your PayPal ID)

At that point your should be able to re-install all of the Apps you purchased from BB App world.

BlackBerry tracks your App purchases by your BB App World login ID, not your phone ID. Once you have logged in from App World on your phone you will be able to re-install all of your apps.

I cannot download Contacts Cleaner from BlackBerry App World.

Make sure you haved logged in after starting BlackBerry App World on your phone. If you log out and then login back in the problem is often solved.

Clearing the BB App World Cache can also help.

Another great source of information for this issue is the BlackBerry App World forum . Searching there can turn up a lot of useful information on this issue.

If you are unable to resolve the issue open a support request with BlackBerry using the following form:
https://www.blackberry.com/technicalsupport

I downloaded Contacts Cleaner but my "my world" page says purchase not found. When I attempt to purchase, it tells me to go to my "my world" page. Help!

Clearning the AppWorld application cache often fixes this issue. Here is how to do it:

  1. Open App World on your phone
  2. Go to My World
  3. For keyboard-based BB's -- Hold down the ALT key and then press, in sequence R, then S, then T
  4. For Storm/Pearl -- Hold the num-lock (!?123) button so it locks and then press, in sequence 3, then 4, then (
  5. If your BB locks after issuing the cache clear, perform a battery pull reboot
  6. Return to AppWorld. Log into MyWorld (if applicable) and try again.
I keep getting an error while trying to install Contacts Cleaner.

Make sure you haved logged in after starting BlackBerry App World on your phone. If you log out and then login back in the problem is often solved.

Clearing the BB App World Cache can also help.

Another great source of information for this issue is the BlackBerry App World forum . Searching there can turn up a lot of useful information on this issue.

If you are unable to resolve the issue open a support request with BlackBerry using the following form:
https://www.blackberry.com/technicalsupport

Contacts Cleaner did not remove all of the duplicates.

There are several different reasons why Contacts Cleaner may fail to merge duplicate contacts. The root cause is often other Apps or phone settings that Contacts Cleaner cannot control.

In these cases, you'll need to identify the root cause and then perform a manual work around based on the identified root cause. We have worked with numerous customers to develop a step-by-step check list to solve all known issues.

The following is our recommended procedure for identifying why duplicates contacts remain and how to resolve the issue:

  1. You can watch the following video to see normal operation of Contacts Cleaner, please compare your experience to this:
    http://www.youtube.com/watch?v=IRWAm3ISV7o
  2. Did contacts cleaner run without errors? If there are errors, you will see a dialog box with an error code (e.x. E025). Please report the error code and then we will be able to fix the issue or provide a work-around.
  3. If you have any other contacts management software running, temporarily uninstall or disable the Apps, and then run Contacts Cleaner. Some sync Apps will immediately undo the removal of duplicates by Contacts Cleaner. Google sync is an example of an App that will undo the clean.
  4. Check to see if you have 2 address books on your phone. With your device connected to BB Desktop Manager on a computer, go to 
    Backup and Restore > Advanced
    and then compare the number for records for 
    Address Book
    and 
    Address Book - All
    If they differ, you have this issue. The following link has a work around for this case:
     http://crackberry.com/blackberry-101-how-clear-your-address-book-database
  5. If you are sychronizing you contacts with Outlook, and you have contacts stored in a sub-folder, you'll need to move the contacts to the top level folder to avoid duplicates. This is a known BlackBerry issue. For more detail see the following BlackBerry KB article .
  6. Examine two duplicates in edit mode to insure they are indeed duplicates. It is not enough to look at the contacts in the address book, you must highlight the contacts and select edit to see the contents of the first name and last name fields. Some sync software such as Google sync will stuff the first and last name in the last name field. Version 2.0 of Contacts Cleaner will handle this situation (You can check the version of Contacts Cleaner by selection menu > About).
  7. If the issue still persist, please send one pair of duplicates to support@beavercreekconsulting.com. To do this, view one contact of the duplicate pair in the address book, and then select send as attachment from the menu. Then repeat for the other contact in the pair. We will use this data to research why the contacts are not matched.
Contacts Cleaner is not removing blank contacts

Contacts Cleaner does not merge blank entries. It used to back in version 1.5. Several folks complained that they did not want that to happen, so we removed the functionality. We thought it was a good feature. Let us know if we should add it back in.

Contacts Cleaner fails with an error code of E025.

One cause of error code E025 is if you have the "Allow duplicate names" option of your address book set to "NO". During the merge, the App writes back to the address book before all duplicates are removed and this can trigger the error. Check the option, and if it is set to NO, set it to YES, run Contacts Cleaner, and then set it back to NO.

Here is how you find the setting: 

Contacts -> menu -> Options -> General Options
And a screen shot of the setting:

I have a 8330 and I keep getting error code E025

For any other BB than the 8330, you can change an address book setting to fix this issue. Contacts Cleaner is not supported on the 8330. Please contact support@beavercreekconsulting.com and we will issue a refund.

I have a 8830 and I keep getting error code E025

For any other BB than the 8830, you can change an address book setting to fix this issue. Contacts Cleaner is not supported on the 8830. Please contact support@beavercreekconsulting.com and we will issue a refund.

Contacts Cleaner fails with an error code of E041

This error is caused by one or more contacts that do not have a name or organization. The app tries to match contacts based on these fields and gives up when it cannot. If you can find these contacts, temporarily give them a name or delete them and try again.

Contacts Cleaner fails with an error code of E042

Several users have reported this issue when they have restricted application permissions to user data. Look at the settings on your phone and see if you can adjust them to allow access to your address book. 

Goto Settings ->  Options ->  Advanced Options ->  Applications ->  concln
Then use the menu to select Edit permissions. "User data" should be set to allow.

Contacts not syncing to Outlook after running Contacts Cleaner

One use has reported that the following procedure fixed the issue: 

Delete the Desktop sync service book, rebooted and undeleted the sync book.

My Address book is very messed up, how do I fix it?

Running Contacts Cleaner is usually a good first step. However, there are many bad things that can happen to your address book so there is no signle answer to this question.

If you have accidentally created multiple address books, you can use this procedure delete one address book.

This lengthy and dense thread on the BB support forum has several good suggestions.

How do I find an error in the event log on my BlackBerry?
  1. Run the App and reproduce the error
  2. Return to the home screen
  3. Holding down the ALT key and type LGLG to open the event log (shown in the below screenshot). Scroll down to find the exception. It will be in bold, and start with "S Java Exception -", the remaining part of the message may differ. You may have to scroll for many pages. You can click on any item to see a time-stamp for navigation purposes.

  4. Click on the exception to see the detail. Use the menu (as shown) to copy the event.

  5. Open a new message and paste in the event. Send the email to support@beavercreekconsulting.com
Contacts Cleaner Hangs

You should see the name of the current contact being processed while the app is running. If you have a very large address book (mnore that 5,000) contacts the app will work, it is just going to take some time. The app typically processes 2-3 contacts per second. It is fine to stop the app half way through. Once the merge phase is reached partial progress is not lost if you stop and re-start the app/

Fix Common Problems - iPhone

Contact the Help Desk

If you have any questions or suggestion, feel free to contact our support staff at the Contacts Cleaner Help Desk

Purchase Contacts Cleaner

Contacts Cleaner is available for the BlackBerry at: Contacts Cleaner is available for the iPhone at:
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