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Old 11-28-2006, 12:53 PM   #1 (permalink)
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Exclamation Strange service book issue - Help needed

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We are using exchange 2003 with BES 4.1.2 (no hf2 yet) with a strange issue on one of our users. The user has an 8100 and when they send email it reconciles correctly with exchange, but when they open the sent message on their device it shows as "Sent Using: Unknown (Secure)" and it shows it in the sent items folder on the 8100. What is confounding is that all incoming email shows that is it sent using the Desktop service book and all folders are being filed correctly on the device and exchange.

Furthermore, if an email is sent using exchange/outlook when it appears on the device it also shows the correct service book. We have wiped this device, tried changing security policies, changed firmware, re-activated a few times and we are still seeing this issue. It is worth noting that the user also has a BIS account but they are not having this issue with sent items there. If they do a search for sent items using the BIS service book then all sent items show up, if they do a search using the desktop service book then nothing shows up after the prepopulated sent items from the last activation. If they search for all sent items using all services then all sent items from all services including this "Unknown" show up.

Is anyone having this issue or seen it before? Any suggestions for a resolution?

Last edited by dyzs : 11-28-2006 at 04:55 PM.
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Old 11-29-2006, 01:53 PM   #2 (permalink)
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Wiping does wonders, but might I suggest that after you wipe and perform the enterprise activation go into the Service Book files on the device itself and DELETED his BIS account service book, then log onto his Wireless provider's site removed\readd the internet email account. Also from his wireless service provider's site RESEND the service book. I've ran into this a few time and clearing the Service Book from the service providers, the device and reloading existing BIS accounts usually does the trick. Hope this helps
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Old 11-30-2006, 01:19 PM   #3 (permalink)
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The issue is with the BES account, not the BIS.
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Old 12-04-2006, 04:22 PM   #4 (permalink)
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My client is having the exact same issue on his BES and Pearl. T-Support tells me it is a known issue and there is no resolution as of yet. If you discover a workaround, please let me know.
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