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Old 12-24-2006, 12:39 AM   #1 (permalink)
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Default Deleting "Read" Emails on Handheld

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I have just received the 8100/Pearl. This is a handheld only question. If I open and read an email on the handheld, then try to delete it, it will not delete. If however, I don't open and read it, it will delete on the handheld. "Delete Prior", only deletes unread emails.

I use Cincular, and the only other thing, is I installed a 2G micro card.

Any ideas?
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Old 12-24-2006, 03:58 PM   #2 (permalink)
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Lightbulb which email service?

corporate blackberry enterprise server or Blackberry internet website?
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Old 12-24-2006, 06:13 PM   #3 (permalink)
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I had a similar issue my fix was Resolution 2

Support - Unable to delete messages from the BlackBerry handheld
Last Updated: 18 August 2005
Article Number: KB-04318

Resolution 1

Reset your handheld. For instructions, see Support Knowledge Base article KB-02141.

Resolution 2

First, backup the handheld.

1. Connect your handheld to your personal computer.
2. Open Desktop Manager and double-click Backup and Restore. The Backup and Restore window appears.
3. Click the Backup button. You are prompted to save the backup file in a folder. Save it where you can access it later.
4. Click Save. The data process completes.

Next, clear the handheld message database.

1. In the Backup and Restore window, click the Advanced button. A window opens with two lists - the Desktop File Databases list, and the Handheld Databases list.
2. In the Handheld Databases list, highlight the Messages database. Click Clear.
3. You are prompted with a warning message. Click OK to continue. The database is erased from your handheld.

Finally, restore the handheld message database.

1. In the same window with the databases lists, in the File menu, select Open.
2. Go to the location where you saved your handheld backup, and click Open.
3. In the Desktop File Databases list, highlight Messages. Click on the arrow pointing towards the Handheld Databases list.
4. You are prompted with a warning message. Click OK to continue. The message database is restored to your handheld.
5. Click Close > Close to return to Desktop Manager. You are now able to delete unwanted messages from your handheld.
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Old 12-28-2006, 10:53 PM   #4 (permalink)
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Thanks for the reply. Used option 2, so far it is working.
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Old 01-12-2007, 09:08 PM   #5 (permalink)
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For some reason this didnt work for me.
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Old 01-12-2007, 10:11 PM   #6 (permalink)
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Default This is a known issue

Quote:
Originally Posted by e.j.hutchinson
I have just received the 8100/Pearl. This is a handheld only question. If I open and read an email on the handheld, then try to delete it, it will not delete. If however, I don't open and read it, it will delete on the handheld. "Delete Prior", only deletes unread emails.

I use Cincular, and the only other thing, is I installed a 2G micro card.

Any ideas?


This is a known issue with Cingular Pearls. I have had the same issue (running BES) and my IT guy said that Blackberry is aware of the issue and submitted a fix to Cingular. It is my IT guy's belief that 4.2.0.71 is the fix for the issue.

It is also my IT guy's belief that the issue typically arises after our company performs the recommended weekly maintenance on the BES server (Saturday evenings for our company) and therefore I only begin to experience the problems on Sat nights or Sun mornings and it is like that until I get to work on Monday and then they either "wipe" my handheld (not optimal) or re-install the software (something akin to "resolution 2" that was mentioned above).

My suggestion is to try to download and install the 4.2.0.71 software release from the cingular/blackberry site and see if that helps.

Personally, I am in the limbo phase of having upgraded last Sat night but not having lived through another BES server maintenance cycle that will happen tomorrow night 1/13/07.

I will warn you that upgrading the OS caused me to lose my connection to the BES and therefore I had no corp email all weekend until I could get an enterprise activation password on Monday morning.

While I am sorry to hear of your issue, I am a little relieved that I am not the only one who has been experiencing this very odd bug. FWIW, my 8700 never did this. I am very hopeful that 4.2.0.71 will fix the problem and I will report back on Sunday if I am still able to delete messages that I have opened and read.
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Old 01-13-2007, 03:07 PM   #7 (permalink)
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I actually had our BES admin call Rim Support on this, they had me wipe the phone and start over setting the loging on the 8100 to the highest setting, then once the issue happend again I sent Rim the logs and a backup of the phone. The reply from rim was they knew what the issue was (a bug in the software that corrupted the messages) and they had no current fix, it will be fixed in a new release. I asked if I had a went to a version such as the latest cingular, and was told that there is no currently avalible version of the 8100 softwaare that will fix the issue. this was on Jan 9th.


What I was/am experiancing is that when I open the message the icon for the message I opend turns to a blue folder , instead of the normal opened messae icon, Rim says that this should mean that the message is in a folder but that is not waht is happening, the message does delete form the lotus notes mail system, just not on the 8100.

So I am using step #2 from my post above while I wait for a version that willfix the issue...
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Old 01-23-2007, 09:35 PM   #8 (permalink)
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Default Mine appears to be fixed...

Quote:
Originally Posted by maju
I actually had our BES admin call Rim Support on this, they had me wipe the phone and start over setting the loging on the 8100 to the highest setting, then once the issue happend again I sent Rim the logs and a backup of the phone. The reply from rim was they knew what the issue was (a bug in the software that corrupted the messages) and they had no current fix, it will be fixed in a new release. I asked if I had a went to a version such as the latest cingular, and was told that there is no currently avalible version of the 8100 softwaare that will fix the issue. this was on Jan 9th.


What I was/am experiancing is that when I open the message the icon for the message I opend turns to a blue folder , instead of the normal opened messae icon, Rim says that this should mean that the message is in a folder but that is not waht is happening, the message does delete form the lotus notes mail system, just not on the 8100.

So I am using step #2 from my post above while I wait for a version that willfix the issue...


Just FYI. I upgraded to 4.2.0.71 on (around) 1/7 and have been through two weeks where our IT guys performed the weekly service on the BES and yet I am still able to open emails and then delete them on the handheld. It is my belief that 4.2.0.71 addresses this issue of not being able to delete messages off of the handheld that have been opened. I would recommend that you try to upgrade to 4.2.0.71 if you haven't already.

Best of luck.
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Old 02-02-2007, 02:27 AM   #9 (permalink)
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Quote:
Originally Posted by CavMan
Just FYI. I upgraded to 4.2.0.71 on (around) 1/7 and have been through two weeks where our IT guys performed the weekly service on the BES and yet I am still able to open emails and then delete them on the handheld. It is my belief that 4.2.0.71 addresses this issue of not being able to delete messages off of the handheld that have been opened. I would recommend that you try to upgrade to 4.2.0.71 if you haven't already.

Best of luck.

I already have 4.2.0.71, and am having the same problem... having to wipe the phone every week is rather annoying. Does anyone have any more info on this?
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Old 02-02-2007, 09:52 AM   #10 (permalink)
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Default Some more info re: my issue

Hopefully someone has a solution for this... it's driving me nuts! I have to wipe the phone once a week to get the emails to work. Otherwise, it suddenly doesn't allow deleting off the Pearl, even though the server email will delete. It just seem to lose "sync" with the server.

Pearl 8100c
Cingular service
4.2.0.71 OS
BES for Lotus
(the BIS service for my personal mail appears fine)

Is this a Lotus BES problem, or a Cingular software problem? I've even tried "clearing" the mail file and restoring from a backup as others have suggested, and that doesn't even work. When I clear the mail file and restore, the existing mail can be deleted, but any new mail that comes in still can't.

HELP!
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Old 02-02-2007, 12:42 PM   #11 (permalink)
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Default Further update to the issue

As of 2/2/07, here's the response from our IT group:

Messages Not Deleting from the BB Pearl
Some users are unable to delete read or opened messages and these usually display a blue folder icon instead of an open envelope. RIM has confirmed the issue is on the server with the MODIFY_FOLDER command. The fix is targeted to be available in Service Pack 7. There is no release date at this time. On the meantime, users can delete messages using Desktop Manager > Backup and Restore > Advanced, select Messages and click Clear.

They also suggested a security wipe or device OS update, but acknowledged that it is only a temporary fix, and that the issue is "very likely" to return.

I guess I wait...
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Old 02-09-2007, 08:21 AM   #12 (permalink)
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Default Faced same Prb in UK and France

We have test devices in NCE and LON which face the same Problem. Vodafone uk advised clearly that they have no solution yet.
We tried to upload the latest firmware by installing the Desktop Mgr with V 4.2. SP1 but the Software did not mention to upgrade the Pearl Phone as it usually does when a device with a lower Version is connected.
And when we tried with download from the BES, we killed one device.
Next week I might get a test device from T-Mobile Germany and then I will also run some tests.
Its a pitty as this device is really very nice.
Btw, we are running on BES 4.1 with LoNo V6 and 400 Users Worldwide.
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Old 03-05-2007, 12:03 PM   #13 (permalink)
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Seems like the same issue as my icons turn blue once opened and then I can't delete them.

I tried Resolution #2, it reconciled my mailbox (got rid of the deleted messages) but trying to delete any new and read mail fails.

I guess I'll wait for a new OS upgrade. Any other advise?
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Old 03-06-2007, 07:46 PM   #14 (permalink)
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Quote:
Seems like the same issue as my icons turn blue once opened and then I can't delete them.
I tried Resolution #2, it reconciled my mailbox (got rid of the deleted messages) but trying to delete any new and read mail fails.
I guess I'll wait for a new OS upgrade. Any other advise?
Nothing more that I can think of... lets hope the new OS comes out soon.
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Old 03-08-2007, 10:48 AM   #15 (permalink)
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Does this only affect the 8100 "Pearl" units or does it also affect the 8800 Pearls? We've recently been seeing this issue after we updated our BES Domino portion to 6.5.5 from 6.5.1. We applied the OS (win 2k3 pro) DST patch, and upgraded Domino and now those users with the Pearl are having issues.

I can't imagine that those updates would affect this but who knows.
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Old 03-09-2007, 09:33 AM   #16 (permalink)
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Quote:
Originally Posted by Wiseass
Does this only affect the 8100 "Pearl" units or does it also affect the 8800 Pearls?
We're still on Domino 6.5.1 with BES 4.1.3 and our 8100 and 8800 users are affected by this.
I believe the issue is with the 4.2.x handheld software.
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Old 03-09-2007, 11:05 AM   #17 (permalink)
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blackberry needs to address this issue now. I think it only happens to people with lotus notes.
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Old 03-09-2007, 11:40 AM   #18 (permalink)
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I havn't gotten any answers from my RIM T support. Either I'm not explaining it correctly, they have no idea what im talking about, or they're just denying everything. Has anyone gotten any official word from them about this? I can't find anything on their site about it or maybe im not looking hard enough
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Old 03-12-2007, 12:27 PM   #19 (permalink)
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also have this issue

another reason to hate Lotus Notes I think
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Old 03-12-2007, 12:32 PM   #20 (permalink)
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Thumbs up

My issue has been resolved (for 3 days now) by doing a "Wipe" and then connecting back up to Desktop and allowing it to perform a new Enterprise Activation. It has to be connected to the corporate network so the Desktop program can communicate to the BES server.

I had previously done Resolution #2 from above but that just made all emails that come in to the mail box have a folder icon instead of an envelope icon and therefore I couldn't delete any email on my BB.

It's working good now. I'm not sure what version of BES server but we are on Lotus Notes 7.

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