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Old 12-12-2012, 06:04 AM   #1 (permalink)
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Default Problem with BES account, not getting all info

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Hi All,

Got a very strange problem with a user's account on the BES. They weren't receiving emails on their phone, however contacts and calendar etc were still working fine. Their mailbox was just displaying no messages. All this info is linked back to our exchange server, so does exist.

I performed a full wipe of his phone and reset his BES account to default and then re-added it. Everything went back on fine, the initial synchronisation worked etc. But... still no email!!

This is becoming very annoying as the user is unable to access email on the move. The information is obviously getting pulled down, as it even displays all of their folders within their mailbox, but no contents!

If anyone has any ideas of how to troubleshoot this any further i'd greatly appreciate it!

Many thanks,
Tom
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Old 12-12-2012, 09:56 AM   #2 (permalink)
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Default Re: Problem with BES account, not getting all info

Have you checked on the handheld, if email delivery to the blackberry is enabled ?
Inbox,bb-key, option, inbox settings:
There should be a checkmark in the desktop mailbox. Otherwise, no email will be delivered.
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Old 12-12-2012, 09:58 AM   #3 (permalink)
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Default Re: Problem with BES account, not getting all info

yep this is all good also. I've gone over all the settings on the phone and can't see anything untoward.

It allows us to send emails from it and these show up in sent, but nothing else shows here either.
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Old 12-12-2012, 10:00 AM   #4 (permalink)
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Default Re: Problem with BES account, not getting all info

If you send an email, plaintext, with the subject "<confirm>" to the email address, what happens ?

If you look in the console, there is a display, when the last message was delivered. What does ist say ?
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Old 12-12-2012, 10:03 AM   #5 (permalink)
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Default Re: Problem with BES account, not getting all info

And,
Have you checked if mail is still redirected to the inbox ?
Inbox, bb-key, options, email settings, folder redirection, expand the mailbox, is there still a checkmark in the "inbox" of the user?
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