Distribution list do not appear in TO: field when user wants to send email

All the blackberry users in the corporate are on BES server. When user enters the first few letters of a person or the # sign and the first few letters for the distribution list in TO: field, the email addresses are showing up from Global Address List (GAL) for example, and they can choose the email address.
There is a particular issue with one user. His bb does not show any distribution list when he types # sign. The individual contacts from GAL are showing up after typing the first few letters though.
User has a personal account apart from the corporate account.
I can not figure out the problem.
We recently wiped his bb and activated it, because he did not have the option to reply or forward his emails.
If you know what could be the solution apart from reactivating the bb, please let me know.
Regards,

Hello,
Honestly, from your original description, your users have a function I've never seen. To access the GAL from my BB, I must enter some characters and then use the Lookup function. Your description does not include the Lookup, so I honestly have no idea how your users are configured. From what you describe, it sounds like you are somehow (and for some reason) pushing the entire GAL to each device and this is not working on that one device. But, honestly, with Lookup, I can see no reason to want to push the full GAL out.
Good luck!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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