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Old 12-21-2010, 02:51 PM   #1 (permalink)
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Default Outlook 2010 BESX Reconcile only going 1 way

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I have a user that was setup a few months back on my BESX with their new BB Torch. At the time they were using Outlook 2007. Configured and setup everything, it was working great.

At the beginning of this week, replaced their current PC with a new one now running Outlook 2010. The next day I am getting complaints that emails deleted from Outlook are not reconciling to the phone. Emails deleted from the phone, will still get deleted in Outlook properly.

We are still running Exchange 2007, all of his settings on the phone are still the same from before (Delete in Mailbox and on handheld), no other users have reported any problems with their BBs. I wouldn't expect Outlook to cause any issues with BESX seeing how BESX should work directly with the Exchange server.

Is this a known issue? Any ideas?
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Old 12-21-2010, 03:09 PM   #2 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

Are you using cached mode in Outlook?

How, exactly, are the messages being deleted in Outlook? Are they being hard deleted, or soft deleted (moved to Deleted Items folder)?
If they're being hard deleted... do you have hard delete reconciliation enabled on BES?

Also, how long are you waiting for the reconciliation to take place? (It won't be immediate.)

If the user does a ''Reconcile Now' on the handheld... do the messages get removed?
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Old 12-21-2010, 03:33 PM   #3 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

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Originally Posted by penguin3107 View Post
Are you using cached mode in Outlook?

How, exactly, are the messages being deleted in Outlook? Are they being hard deleted, or soft deleted (moved to Deleted Items folder)?
If they're being hard deleted... do you have hard delete reconciliation enabled on BES?

Also, how long are you waiting for the reconciliation to take place? (It won't be immediate.)

If the user does a ''Reconcile Now' on the handheld... do the messages get removed?
Thanks for the quick response. I posted this same question on another forum and had no responses in 4 days...

Not using cached mode.

Have tried both hard delete and soft delete, doesn't make a difference.

It has been about 5 days now that no items are getting deleted from the phone, so its not an issue of not waiting long enough for the changes to reconcile.

Reconcile Now works doing everything else (new emails and such), but doesn't do anything for items deleted in Outlook.
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Old 12-21-2010, 03:39 PM   #4 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

Strange one.
Have you tried reactivating the user on BES?
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Old 12-22-2010, 08:52 AM   #5 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

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Strange one.
Have you tried reactivating the user on BES?
I have not tried reactivating him yet, was really hoping to find a different solution. I always find it a pain to do re-activations.

What about the option to "Reload User", looks like it stops the messaging agent and restarts it? Wonder if that is worth a shot.

Last edited by Moeyyy : 12-22-2010 at 08:54 AM.
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Old 12-22-2010, 09:03 AM   #6 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

Re-activation should definitely not be a pain. Why do you feel that way?
If re-activations cause you trouble, then that might be indicative of a larger, potential problem with BES.

You can try the Reload User, but I have a gut feeling that it won't help you in this particular case.
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Old 12-22-2010, 09:46 AM   #7 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

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Originally Posted by penguin3107 View Post
Re-activation should definitely not be a pain. Why do you feel that way?
If re-activations cause you trouble, then that might be indicative of a larger, potential problem with BES.

You can try the Reload User, but I have a gut feeling that it won't help you in this particular case.
By re-activating, we are referring to deleting the user from the BES and re-adding them correct?

I believe in the past I have had things where duplicate contacts would end up on the phone and other little annoyances like that.
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Old 12-22-2010, 09:49 AM   #8 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

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By re-activating, we are referring to deleting the user from the BES and re-adding them correct?
No, not at all.
Just set an activation password and have the user start an EA on the handheld.

I very rarely see any reason to remove the user from BES.
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Old 12-22-2010, 10:27 AM   #9 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

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Originally Posted by penguin3107 View Post
No, not at all.
Just set an activation password and have the user start an EA on the handheld.

I very rarely see any reason to remove the user from BES.
I won't have any problems doing this on BESX? I remember reading a while back that once a phone has had an initial wired activation, I will be able to do wireless activations, but I didn't read too far into it. With new users wired activations have been working fine.

For our phones, we don't have BES data plans, just BIS.

Last edited by Moeyyy : 12-22-2010 at 10:28 AM.
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Old 12-23-2010, 02:56 PM   #10 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

Jeez, strange issues.

I cannot do a wireless re-activation because the phone does not have a BES internet plan, so I tried re-activating via USB, seemed to work fine. Tested emails, deletion from Outlook will not delete it from the handheld yet.

I tried doing "Reload User", the first test email I tried successfully deleted from the Blackberry. I try and show the user that its working again, and it stops deleting them from the handheld.

I had to convince the user that I am not crazy....but this is slowly driving me crazy. Back to square one.
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Old 01-26-2011, 03:33 PM   #11 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

Hate to bump this thread, never did find a solution to this problem. After about two weeks (with no additional changes made by me), two way reconciliation started working properly...

Just had another user drop off their phone to me today, same issue. Nothing in his setup has changed at all, nothing on my BESX has changed either. Starting to get frustrating.
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Old 01-26-2011, 03:43 PM   #12 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

Give this a look and try the weird fix too.

Reconcile read and unread messages from Outlook to... - BlackBerry Support Community Forums
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Old 01-27-2011, 12:15 PM   #13 (permalink)
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Default Re: Outlook 2010 BESX Reconcile only going 1 way

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Give this a look and try the weird fix too.
Gave that a shot, still didn't change anything with this user.

I went back down the normal route of resending service books, no luck. Then I found something on re-generating an encryption key, that seems to have fixed it.

Thanks for all the help. Hopefully next time this happens, I can have get it fixed for the users even quicker.
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