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Old 01-09-2008, 10:51 PM   #1 (permalink)
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Hello Everyone,

I recently received a BlackBerry 8830 from my employer the other day and was able to get it activated and sending and receiving e-mail and syncing PIM by the end of the day. Now here is my problem:

I am able to delete an e-mail from the BlackBerry and within 30seconds it is gone of out my exchange inbox and into the deleted items. However, if I delete or move an e-mail from the inbox straight from the inbox (MS Outlook) the e-mail still remains on the device. I then delete the copy that is on the device.

We have over 100+ BlackBerry's and this happens on all of them. Some are 8830's and some are 7520's.

I have checked the reconcile settings and its set to delete on mailbox and device and that the mailbox wins on conflicts.

I am NOT the BES admin but am apart of the IT staff and I need to know what to tell the BES admin in order to look into this issue to resolve.

Please advise, thanks.
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Old 01-09-2008, 11:47 PM   #2 (permalink)
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Wirelessly posted (BlackBerry8130/4.3.0 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

This is common. Main issue is that you likely run a cached version of your outlook folders, therefore it is not realtime. If you used cached exchange or offline folders in outlook, you are defaulted to having outlook send/receive every X minutes. Even if you set this to every one minute, it will take some time to sync with exchange and then to BES. Hate to say, but patience is required. I suggest you not look at your phone when on desktop, and make sure you sync (send and receive) often and definitely before shutting down
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Old 01-14-2008, 02:54 PM   #3 (permalink)
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Any update on this issue?
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Old 01-16-2008, 10:26 AM   #4 (permalink)
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This is by design, but I believe it is fixed in 4.1 SP3 (you don't mention what BES version you are using). The issue is this:

When you delete a message the usual way i.e it goes to deleted items, the BES server sees the delete and removes it from the device. However if you hard delete from the Inbox i.e. the message just disappears, the BES server cannot keep track of it, and therefore cannot reconcile the delete to the device, requiring you to delete it manually.

The workround is simply to make sure you move things to deleted items first, then either wait for an automatic reconciliation, or choose Reconcile Now from the device options (when in the message list).
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Old 01-18-2008, 02:32 AM   #5 (permalink)
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I am still waiting to find out what BES version we are on and exchange as well.

I see what you are saying about the communication between the mailbox and the BES and it makes sense. Now my problem is that if I delete an email from my outlook inbox, wait 5-15 minutes it will eventually get removed from my 8830. However, if one of my mailbox rules comes into play and moves an email from my inbox to a personal folder (pst) this is never reflected on the 8830, even after waiting 24 hours

Is this the nature of the beast or could it still be a setting or an update that needs to happen?
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Old 01-18-2008, 06:59 AM   #6 (permalink)
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If a rule moves it to a pst it's like the email never existed. It's not in deleted items so it can't delete it from the BlackBerry. That is how the BES works, I'm not sure if they enable hard delete reconciliation on the BES if that will make it work but I've never tested it. If that doesn't fix it then that is how the BES works by design with PST files.
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Old 01-18-2008, 08:10 AM   #7 (permalink)
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What a coincidence. I have been having this problem as well. I was just on the phone with my IT and they say the same thing that is being said in this thread. Our current BES version is 4.01 and this is a known problem with 4.0x. They plan to upgrade to 4.1 next week where the problem is purported to be fixed.
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Old 01-18-2008, 08:48 AM   #8 (permalink)
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Quote:
Originally Posted by darkstar7 View Post
I am still waiting to find out what BES version we are on and exchange as well.

I see what you are saying about the communication between the mailbox and the BES and it makes sense. Now my problem is that if I delete an email from my outlook inbox, wait 5-15 minutes it will eventually get removed from my 8830. However, if one of my mailbox rules comes into play and moves an email from my inbox to a personal folder (pst) this is never reflected on the 8830, even after waiting 24 hours

Is this the nature of the beast or could it still be a setting or an update that needs to happen?
Make sure that the Hard Deletes Reconciliation option is set to true on the BES. It rectifies a lot of the problems with rules moving messages - either to a PST or deleting them.

Another setting to look at on the blackberry is the 'Hide Filed Messages' in Messages - Options - General Options. If that is set to No (the default), then messages that were moved to different folders will still appear as if they were in the inbox on the blackberry.
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Old 01-20-2008, 02:24 PM   #9 (permalink)
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Looks like we are on BES 4.1.3.16 and Exchange 2003. I had our BES admin take a look at the "Hard Deletes" option and it was set to false. Had him set to True and restart the BES, I won't know if it did the trick or not until Tuesday, but I am hoping it did the trick.

Thank you everyone for your assistance!
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