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Old 09-03-2009, 02:47 PM   #1 (permalink)
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Default BlackBerry Tour user not seeing Received e-mails

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Hello all:

I have a BlackBerry Tour user who is using BES:

-User can see e-mails he sent from his phone or from MS Outlook
-User stopped being able to see received e-mails on BlackBerry Tour but can still see them in MS Outlook just fine

-User says that problem might have occurred because he created an MS Outlook rule to sort e-mails in a certain way

--Although, I am not sure that the new rule would have caused such a problem, I have see MS Outlook do much stranger things...

-Any thoughts.

-Thanks for the help-

-mmuras
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Old 09-03-2009, 03:05 PM   #2 (permalink)
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A new rule could have definitely caused this issue, and I suspect that's exactly what happened.

For example, if the user created a rule to file messages into subfolders, then you'd need to set up redirection on those subfolders as well.
If only the Inbox is set up for redirection, then the only messages that would get to the BlackBerry are those that hit the Inbox directly.

Find out what the actual rule does, and we can help resolve this for you.
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Old 09-03-2009, 03:13 PM   #3 (permalink)
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Quote:
Originally Posted by penguin3107 View Post
A new rule could have definitely caused this issue, and I suspect that's exactly what happened.

For example, if the user created a rule to file messages into subfolders, then you'd need to set up redirection on those subfolders as well.
If only the Inbox is set up for redirection, then the only messages that would get to the BlackBerry are those that hit the Inbox directly.

Find out what the actual rule does, and we can help resolve this for you.
That sounds great, but I am pretty new with BES...so which device do I need to setup redirection on: MS Outlook or the BlackBerry in question?

Thanks.

-mmuras
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Old 09-03-2009, 03:15 PM   #4 (permalink)
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The BlackBerry.

On the device:
Messages > Options > Email Settings > {click menu button} > Folder Redirection

You can also set up the folder redirection from BES if you want... but I'd say you should instruct the user to do this on their handheld so they are familiar with the process.
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Old 09-03-2009, 03:35 PM   #5 (permalink)
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OK, I have the device in my hands...but when I go to Folder Redirection - I see, gray boxes, blackish boxes, and blue boxes, but not check marks in any boxes - so I do not know which folders are getting redirected.

-Thanks

-mmuras
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Old 09-03-2009, 03:51 PM   #6 (permalink)
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Quote:
Originally Posted by mmuras View Post
OK, I have the device in my hands...but when I go to Folder Redirection - I see, gray boxes, blackish boxes, and blue boxes, but not check marks in any boxes - so I do not know which folders are getting redirected.

-Thanks

-mmuras
Thanks - I got it - he is receiving e-mails normally again on his BlackBerry Tour.

Thanks for the quick response.

-Problem resolved.

-mmuras
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