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Old 07-31-2007, 08:38 PM   #1 (permalink)
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Default Can't reply to emails on BB unit

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Hi everyone, I am trying to help out a mate with a Blackberry here in Sydney Australia - his IT department has no idea. Here I am, a lowly MCP trying to figure this BES server stuff, so I am posting on forums to make me look better than I am.

OK, so the current user has been setup on the BES, and has the BB desktop software installed on his PC. The first problem we experienced was that Vodafone had not setup GPRS and only had GSM activated, which after calling Vodafone and a "hard reset" of the BB unit was fixed.

Now we have GPRS, and have completed Enterprise Activation by entering the email address and activation code I setup on the BES.

Emails are getting through to the unit. But when the user goes to reply from the Blackberry, it does not allow it - it shows a red cross on the screen. Any ideas on what is causing this? A setting on the unit itself, a BES setting, or another phone call to Vodafone? We have tried a "hard reset" several times.

Next issue: When you delete Emails off the computer, it is not taking them off the BB unit (doesn't replicate). I am led to believe the case should be - delete the email on computer, it should replicate this info to your BB unit and delete it there too? I have seen other users do this... any tips on why his emails would need to be deleted twice?

Last issue: Inbox and Outbox (sent items) all appearing in the same "folder"; we only want to see the Inbox - can we set this up? The user has no need for "sent items" to be on his Blackberry, but when he first setup the unit it seems all the outbox (200 odd messages) replicated to the Blackberry - any way to only get the Inbox to show up on the BB unit?

Thanks for any advice on this, I am struggling to learn this stuff and talking to Vodafone has proved to be very frustrating and misguiding.

Hunter

Last edited by Hunter_Thompson : 07-31-2007 at 09:11 PM.
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Old 07-31-2007, 10:45 PM   #2 (permalink)
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In the interest of providing as much info as possible, here is the whole correspondence with the user.

BLACKBERRY USER:
I can read it on my black berry but I tried to reply and it wouldn’t let me. Any ideas?
ME:
I am investigating your Blackberry issues, and have one thing for you to try while I am researching. After calling VodaFone several times to get some support for the unit, I am finding everytime I call them the first thing they get us to do is a “hard reset”. This is basically turning the unit off, removing the battery, removing the SIMM card, and counting to ten. Then replace everything, and turn the unit on again. This basically make your device “re-sync” all it’s settings and takes care of 85% of issues, and I think this might help stop the “red cross” you see when trying to reply to emails on the Blackberry.

Let me know if the reset enables you to reply to emails. I am still investigating (a) When you delete Emails off your computer, it is not taking them off the BB unit (doesn't replicate) and (b) Inbox and Outbox (sent items) all appearing in the same "folder"; we only want to see the Inbox - can we set this up.

USER:
Hi, That didn’t work for the reply emails??? So still cant send emails, but receiving is ok - Cheers

ME:
Hi, I have read some information in some forums about our Blackberry issues. I think I know how to get the “outbox” off your unit and only keep the Inbox. I need to you to send an email from Outlook on your PC – you can email me, just put TEST BB OUTBOX 1 in the subject. This should then go to your phone (once you send it, it should go to your outbox, which should then replicate to your Blackberry). Please confirm with me that the sent email went over to the Blackberry, then I will try the change I think will work on the Blackberry server, and then we will try this test again to see if sent items stop going to the BBerry.

In relation to the problem of not being able to send emails from the device; can you tell me if there is any error messages other than the “red cross” when you try to either send the message or when you re-open the message that failed to send? There should be some kind of information the unit tries to tell you relating to why the message did not go – no network, incorrect syntax, etc…

If all you see is the red cross let me know, it sounds like Vodafone have not setup the account properly. Thanks for your time and patience on this.

USER:
no message – just a red cross on the left of the message. When I open it – it says “message status: unlisted message error”

ME:
Can we confirm that the message sent from your PC has replicated to the Blackberry? {TEST BB OUTBOX 1}

USER:
Yes it did replicate onto my BB

ME:
Hi, Thanks for the email – I have made the change on the server. There is a change needed on the Blackberry – see below. Please feel free to contact me with any questions or comments.

With a BlackBerry, how do I wirelessly reconcile the folders from my mailbox?

By default, your Blackberry device is configured to reconcile the Inbox and Sent Items folders with your Exchange mailbox. From your device, you may choose to wirelessly reconcile additional folders from your Exchange mailbox. To do so, follow the steps below:

With the BlackBerry, go to the Messages screen and click the trackwheel.

Select Options, and then select Email Settings and click the trackwheel.
From the Email Setting screen, click the trackwheel and choose Folder Redirection.

Select Mailbox-Your Name and click the trackwheel. Choose Expand from the list and click the trackwheel again.

Use the trackwheel to navigate your folders; click the trackwheel to select or ***deselect *** a folder for redirection to your handheld.

If you wish to stop reconciliation of items that you send from your desktop mail client, use the steps above to deselect the Sent Items folder.

Messages sent from your handheld will still appear in your handheld Inbox and the Sent Items folder of your Exchange mailbox.

Once you have made this change, let’s try the test again:
I need to you to send an email from Outlook on your PC – you can email me, just put TEST BB OUTBOX 2 in the subject. (2 instead of 1 to identify)

This should NOT go to your Blackberry (once you send it, it should go to your sent items, but hopefully will NOT replicate to your Blackberry).

Please confirm with me that the sent email has not gone over to the Blackberry (give it 10 minutes).

I am still looking into the other issue of sending email from the unit – I think it may be a VodaFone configuration error. I will call them shortly once I have finished reading all the internet support forums for Blackberry. Hope to give you a solution shortly.
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