Name does not show incoming calls, but only the number

Hi, i have a BB 9300 with OS6 brand wind italia. this is my problem:
-sometimes when my rubric contact call me i can't seeyour name, but only your telephone number. I noticed that is common when the phone is locked with password.
I called the support, but I have not receives assistance!
I also replaced the device, but the new one is equal.
Please help me!!!!
Sorry for my bad english

It sounds as though you have content protection enabled on your address book. To disable this feature in OS6, search for "Encryption" within Options. Uncheck the "Include contacts" box.

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