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Old 03-13-2006, 10:49 AM   #1 (permalink)
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I was just wondering if any other GW BES user has complained to RIM about the following issue and if they got the same response.

The problem occurs when a user is in the office and deletes email from their groupwise account and their Blackberry is either turned off or not getting a signal. When they turn their Blackberry on or it starts getting a signal, the deleted emails (or at least some) appear on their Blackberry even if they were already deleted in GW. This becomes confusing when you get a hundred or more emails a day and you can't remember if you read, responsed to and deleted the email already. Most users don't connect their Blackberrys to their desktop PC's when they are in the office. This would solve the problem, but most users just want the Blackberry to work without sync'ing at their desktop.

RIM's repsonse to this issue is "This is a known issue with the BlackBerry Enterprise Server. When the BlackBerry is out of coverage (or has the radio off) messages and folder management items are queued up to send to the BlackBerry. When the BlackBerry comes back into coverage (or has the radio turned on) all those queued items are delivered to the BlackBerry. Sometimes the folder management item is delivered to and processed by the BlackBerry before the actual message is delivered. In this case, the folder management item is discarded because that message does not exist on the BlackBerry yet.
This issue is being investigated under SDR49339."


When I followed up on this with RIM, they said that this issue would be addressed in a future release.

Does anyone else find this as frustrating as I do? Has anyone else contacted support about this problem and gotten the same response? Thanks for your input!!!
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Old 03-15-2006, 02:46 PM   #2 (permalink)
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We've had the same problem here too... RIM gave us the same line as well. we've just tried to train our users to leave the darn things on... it has cut down on the problems...

Hope that helps a little
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Old 03-15-2006, 03:00 PM   #3 (permalink)
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That is the same response we got on this problem too - it is logical, though frustrating. Apparently the delivery is a once-only event, so if the instructions to delete get there before the delivery then there's no connection.
We have found that with the SP3 and GW Client upgrade (6.5.6) our reconciliation is much better, so there is less of a lag when users do come back into range.
Generally, it's an education thing for the users about 'always on always connected' and what to expect if the device is off or out of range.
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