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In the user's Properties on the BES, look under "PIM Sync". Make sure the "Address Book" -> "Location - Server" and "Location - Relative Path" are set to the user's mail server and mail database.
In the Notes client, Personal Address Book, make sure you have 'Enable "Synchronize Contacts" on the Replication and Sync Tab' checked. This will keep contacts updated between the local Names.nsf and in the users Mail database.
You can check to see if the user's contacts are populated into their mail file by clicking Actions -> Lotus iNotes -> Open Mail File Copy of Contacts. If you see contacts there, they are on the server in the mail db and should populate to the BB, if the PIM Sync is set correctly.
Brian
Feedback response number WEBB8MUJRJ created by ~Julia Quetjipytexings on 10/21/2011