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Old 05-15-2009, 08:06 AM   #1 (permalink)
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Default BES Sync creates 2 mailboxes

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Hi Guys,

I've got a user that has a Blackberry Curve 8900 along with other users and i've setup the others remotely on BES (wireless activation) and all are working fine. The user i'm trying to setup at the moment has a problem.
On the main desktop (so to speak) of the curve he has 2 message icons (in effect 2 mailboxes) of which one shows his normal email address and the other doesn't however both mailboxes contain what appear to be part of his email inbox. It looks like some newer emails are going into one mailbox and older existing mail is going in the other. I have wiped the phone to start again but after the sync the phone seems to make this "second mailbox" appear and new email seems to stop or be delayed at least and some go in one mailbox and some in the other

Any ideas ??

Thanks
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Old 05-15-2009, 08:13 AM   #2 (permalink)
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Sounds like the user set up a BIS account in addition to the BES account.
Delete the BIS account.
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Old 05-15-2009, 08:19 AM   #3 (permalink)
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I did think that at first but he says he got the unopened box (i.e brand new) and then we activated it through BES which is were the problem started so it can't be that however he did state that the phone was first setup without a data tariff, could this affect it ?
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Old 05-15-2009, 09:26 AM   #4 (permalink)
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Look at the Service Books on the device.
Options > Advanced Options > Service Book

Do you see a service book called email@address.com [CMIME] ?
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Old 05-15-2009, 11:03 AM   #5 (permalink)
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Yesxxx8230; have both the following;

email........ [CMIME]
email........ [CICAL]
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Old 05-15-2009, 11:09 AM   #6 (permalink)
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That's a BIS account.

The user probably set it up and didn't realize they were doing it. (Personal Email Setup icon on the device maybe?)
Either way, you need to get rid of it.

For a BES user, the service book(s) you should see all look like this:
Desktop [CMIME]
Desktop [CICAL]
Desktop [ALP]
etc...
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Last edited by penguin3107 : 05-15-2009 at 11:10 AM.
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Old 05-15-2009, 11:10 AM   #7 (permalink)
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Ok, do we do that on the device itself or on the web ?
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Old 05-15-2009, 11:10 AM   #8 (permalink)
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Either.
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Old 05-15-2009, 11:13 AM   #9 (permalink)
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But i thought a remote wipe would clear it totally anyway. Do you know which option to do this in (as i have to relay it to the user) on a curve 8900 ?

Thanks
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Old 05-15-2009, 11:16 AM   #10 (permalink)
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Remote wipe won't get rid of a BIS account.
As long as the account exists, the service books will keep getting pushed to the handheld.

On the device, look for an icon called "Personal Email Set Up" or something along those lines. That is where email addresses are added/deleted from BIS.
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Old 05-15-2009, 11:21 AM   #11 (permalink)
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Great,

Many Thanks
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