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The IT Guys 01-29-2008 03:13 PM

Handheld does not file messages
I have a user with an 8800, in his Outlook 2007 he has folders under his inbox for filing, he keeps very few emails in his inbox ( approx 5 as of right now) but files every message.
On BES I have added him in, set his folders that he wanted for redirection and then intialized his handheld, however, all the messages that he filed in Outlook do not get filed on the handheld, even though I have checked off "hide filed" and "hide sent" message in message options, they ALL show up in his messages screen.

I have tried wiping his handheld, removing him from BES and allowing the system to purge him and then re-initialize again, but the same thing happens every time( I have tried this 3 times now)

Any help as to why this does this would be appreciated.

scott_perry 01-29-2008 04:05 PM

on the BES, do you have "hard deletes reconciliation" turned on? that sometimes fixes issues like this.

The IT Guys 01-29-2008 05:26 PM

This is turned on, not sure how this would affect the emails not being filed on the handheld though.

gibson_hg 01-29-2008 06:25 PM

What is the icon next to the messages that should be filed? Is it an envelope or folder?

If you choose view folders on the BB and look in one of these folders are there messages in there?

Did you enable or disable hide filed messages?

Are the messages moved by a rule or are they moved manually from the Inbox to a sub folder?

Try sending an email, watch it arrive on the BB, move it to a sub folder and then do a Reconcile Now. Does it disappear?

Also, selecting folders for redirection doesn't matter if you're manually moving emails from the Inbox to another folder as well. That is only for messages that bypass the Inbox.

The IT Guys 01-30-2008 05:23 PM

1. The icon is an envelope
2.Ther are no messgages in the folders immediately after activation
3.Hide filed messages are enabled
4.They are manually moved to the sub folders
5.I tried it another way, sent an email and in outlook I moved it to the sub folder, on the BB it shows up in the sub folder as expected.

This only happens on the initial activation, all messages after activation that are manually moved to a sub folder appear in the sub folders on the BB.

The user wants the messages in the sub folders and doesnt want to go thru 200 msgs and file them on the BB again.


gibson_hg 01-30-2008 06:35 PM

Sorry, but the BES only syncs the Inbox on the activation that I am aware of. I've never seen it sync anything else. Remember that the BES will only sync so much mail as part of the Enterprise Activation, the default is 200 messages or 5 days worth, whatever comes first. If you enable other folders how will the BES know what messages to sync from what folders? The logic won't allow it to happen.

That's how the BES is designed.

gibson_hg 01-30-2008 06:42 PM

I was reading your post more carefully and if I understand this correctly he gets the filed messages during the Activation but they are not in the specified folders, just the main messages folder on the BB? Then he has to file them?

That's different. I don't usually have people that use sub folders so much so I don't usually troubleshoot mail redirection before activation.

And you have selected the folders prior to the activation as well?

What is the exact process that you are following?

The IT Guys 01-30-2008 06:51 PM

ok - now I think we are on the same page ;-)

Yes, after activation the msgs are on his BB, including the ones that are filed in outlook, however, they are NOT filed on his BB, they all show up in the main msgs screen on his BB. I have other users that work just fine, and synch properly upon activation, just not this device

The exact process is as I mentioned, On BES I have added him in, set his folders that he wanted for redirection (in the BES management console) and then intialized his BB, once his BB finishes the activation, it shows all the msgs in the main msgs screen, his redirected folders are set up correctly, but no msgs are filed in them.

gibson_hg 01-30-2008 06:55 PM

Weird, have you tried another device for the user? If another device works just try reloading the OS. If that doesn't resolve it then he has a faulty BB.

Also, is everyone using Outlook 2007? Are you guys using Exchange 2007 as well? Never hurts to know the environment :razz:

Was this working for the user before or is this his first BB? Is there anything different about this user?

The IT Guys 01-30-2008 07:04 PM

You may be right, reloading the OS may be the way to go, I cant see any other resolution.

I am using Exchange 2007, I have 31 other users working fine on this, some using Outlook 2003, some 2007. this "problem " user ( for lack of a better word) is using Outlook 2007.

I have actually had this user on a different BES server and he was working fine, I migrated the 30 users last weekend to a new server, did a totally clean install of BES and Exchange 2007 and re-activated the users. That is when this problem showed up.

This is his second 8800, his first was a "faulty" unit and was replaced by the dealer.

gibson_hg 01-30-2008 07:08 PM

Another replacement would suck for the user, it really shakes their faith in BlackBerry. But this does sound like a device issue with assigning proper folder id's.

If the reload doesn't work I would try another BB that you know works. If it doesn't then maybe something happened to those messages in the Inbox with their folder id's, doubtful but you never know.

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