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Old 02-26-2010, 08:02 AM   #1 (permalink)
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Default Help - Messages Vanishing From Handheld

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Hi,

All of a sudden all my new messages started vanishing from my messages inbox. I've had this blackberry for about a month now without any issues, and being one of the primary email admins for my enterprise, I know for a fact nothing has changed on the BES, the Exchange email environment, or my settings in Outlook. They come in for about 1 minute and then vanish. They will last even shorter if I "Reconcile Now" once they come in.

Oddly enough is that it will sometimes keep a few emails after I do a hard shutdown/battery pull on the device. I've had Blackberries for years and never had this problem before. Things I've tried doing:

1) Change my agent ID on the BES (pulling battery after change)
2) Pull battery and Reboot the BES
3) Pull battery and soft service restart on BES through console
4) Delete 15 days worth of email on handheld (I'm set to keep messages for 30 days)
5) Delete all SMS/MMS/Blackberry Messenger messages
6) Change my Keep email settings to everything from "Forever" to what it is currently at "15 days".

#4 and #5 were thinking it may be a memory issue.

The specs on my device:

Handheld: Blackberry Bold 2 (9700)
OS: 5.0.0.405
BES: 4.1.6.16
File Free Space: 125589168 bytes

Email reconciliation is mailbox wins (delete on handheld), so luckily these messages aren't being deleted from the server. Only the handheld.

I don't have many apps installed at all. I have Google Voice, Gmail, and Google Maps. Gmail is checking 3 accounts, but again I never had any problem doing this on my other BB's that have a lot less space than this one. I also have Opera and Facebook installed. I use both of those very rarely.

Any ideas out there? This is pretty frusterating.
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Old 02-26-2010, 08:08 AM   #2 (permalink)
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How much free memory do you have (Options / Status) will tell you.
If it is below 12-15mb that's the reason why messages are being deleted.
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Old 02-26-2010, 08:42 AM   #3 (permalink)
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Quote:
Originally Posted by NJBlackBerry View Post
How much free memory do you have (Options / Status) will tell you.
If it is below 12-15mb that's the reason why messages are being deleted.
I don't have memory in Options > Status, but like I said in my original post, I have plenty of file free space:

File Free Space: 125589168 bytes

In Options > Memory, I have 119.8 MB of Free Space for "Application Memory". I have 1.7GB out of 1.8GB free on my memory card as well.


One other thing is when my handheld is doing this, if I manage to read the messages on my handheld, it won't reconcile with my mailbox. They'll still be unread on the server.
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Old 02-26-2010, 08:53 AM   #4 (permalink)
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Quote:
Originally Posted by earn1getmoney View Post
this may have happened due to virus also once occur with me this problem
Please stop with this nonsense. This is not a virus. You're just here to spam whatever it is in your signature.
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Old 02-26-2010, 08:54 AM   #5 (permalink)
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Quote:
Originally Posted by earn1getmoney View Post
this may have happened due to virus also once occur with me this problem
Not sure how I'd get one. I rarely browse the web on the BB. I mostly use it for enterprise email (sits behind many virus scanning engines), gmail (don't get much spam and delete it without openning), and then sms/mms with friends and colleagues.

Edit: Yeah. Didn't think so. Didn't make any sense.
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Old 02-26-2010, 09:01 AM   #6 (permalink)
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1dI0t alert. There are no BB viruses.

EddardStark - what model BB do you have (your profile says 8800, but if you have that much free space left, you have something else).
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Old 02-26-2010, 09:40 AM   #7 (permalink)
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I don't think messages would delete themselves unless you don't have enough memory, like NJ suggested.
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Old 02-26-2010, 09:44 AM   #8 (permalink)
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I'm wondering if you have some sort of corruption in your service books.

Delete your [Desktop]CMIME service book and then resend it from the BES.
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Old 02-26-2010, 10:02 AM   #9 (permalink)
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12 MB of free internal memory is the danger zone. Funky behavior can begin with 12 MB or less, with calendar items deleting and messages too. Both SMS and email.

When you see free memory drop below 15 MB or so you should do a 30 second battery pull. This forces a soft reset and the BB does some internal housecleaning. You should immediately see your free memory jump to normal levels after reboot.
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Old 02-26-2010, 10:15 AM   #10 (permalink)
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i am having trouble setting up my wifi on my curve please help
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Old 02-26-2010, 10:30 AM   #11 (permalink)
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Quote:
Originally Posted by jsconyers View Post
I'm wondering if you have some sort of corruption in your service books.

Delete your [Desktop]CMIME service book and then resend it from the BES.
Just gave this a whirl. I'll let everyone knows if it's successful.
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Old 02-26-2010, 10:31 AM   #12 (permalink)
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Quote:
Originally Posted by rambo47 View Post
12 MB of free internal memory is the danger zone. Funky behavior can begin with 12 MB or less, with calendar items deleting and messages too. Both SMS and email.

When you see free memory drop below 15 MB or so you should do a 30 second battery pull. This forces a soft reset and the BB does some internal housecleaning. You should immediately see your free memory jump to normal levels after reboot.
I have 119 MB free of "Application Memory" which I assume is the internal memory. Let me know if I am mistaken in this respect.
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Old 02-26-2010, 10:42 AM   #13 (permalink)
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Quote:
Originally Posted by jsconyers View Post
I'm wondering if you have some sort of corruption in your service books.

Delete your [Desktop]CMIME service book and then resend it from the BES.
Unfortunately, this didn't work.

One other note is that we just implemented Exchange 2007 and finished a environmental migration of our mailboxes (approximately 3100) from 2003 to 2007 starting 3-4 weeks ago and finishing this past Wednesday. I was the first mailbox over, so I'm not sure if it's related or if the rest of our users will experience this issue as well after they hit a certain threshold.
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Old 02-26-2010, 03:11 PM   #14 (permalink)
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I'm just wiping it and reprovisioning it. I was hoping to avoid it.
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