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Old 03-27-2008, 10:17 AM   #1 (permalink)
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Default Missing email and pre-population issue

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I have a weird issue here. I have one user reporting that email messages are disappearing from his device. We aren't talking about a message or two, but every couple of days, a mass list of them go away. This is not a situation where he deleted the mail... the mail still exists in his mail client (and OWA).

Thinking it was possibly OS related, I updated the OS on his device (8830) and erased everything (no backups, no applications or anything else). Upon Enterprise Activating, no email is pre-populated. I verified the settings (5 days/200 messages) and have activated others before and after his without pre-population issues.

I will say that I was saving his backed up settings when deleting from the BES and am going to try activating one more time without saving the settings on the BES.

Has anyone else seen anything like this before? Pre-population is not a huge issue, but when he had retention issues on the device and activation doesn't pre-populate, makes me think the original issue isn't resolved.
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Old 03-27-2008, 10:25 AM   #2 (permalink)
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I had an issue like this before, I removed the user from the BES, then added them back and reactivated the device. This fixed the issue. Upon further investigation it seemed to be a corrupt MAPI connection (or something along those lines)
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Old 03-27-2008, 10:31 AM   #3 (permalink)
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Solved my own issue. Not saving the backed up user settings on the BES this time resovled the issue.
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Old 03-27-2008, 10:37 AM   #4 (permalink)
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The disappearing emails sounds like a BB running out of memory.

If i am remembering correctly, re-activating an existing berry for the same user does not pre-populate, where as removing the user from the BES means it all gets treated as a new user and new berry.

I may well be wrong, those more learned than me will soon correct if needed.
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Old 03-27-2008, 11:27 AM   #5 (permalink)
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If you keep the user account around and reactivate, by default the BES will not prepop again. You need to remove the account and re-add to BES, or add a reg hack which will cause prepop on re-activated accounts as well as new ones.
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Old 03-27-2008, 12:14 PM   #6 (permalink)
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Quote:
Originally Posted by mahoward View Post
If you keep the user account around and reactivate, by default the BES will not prepop again. You need to remove the account and re-add to BES, or add a reg hack which will cause prepop on re-activated accounts as well as new ones.


Correct. This is how I was doing it, except the only difference was not removing the backup settings for the user. I've never had an issue like this while removing a user from the BES (I never reactivate without deleting first). Apparently those settings were corrupt.
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Old 03-27-2008, 01:34 PM   #7 (permalink)
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When you remove the user from the BES but do not remove the info from the mailbox then the BES will not think it's a new user because it still has the BES info and PIN in the mailbox. That is the reason why. The BES has to think it's a new user/PIN for pre-pop to work.
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