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Old 06-15-2010, 09:26 AM   #1 (permalink)
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Red face 8700 losing email randomly

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Hi, I have a 8700 that is losing email randomly. It has 32MB free memory so I'm thinking low memory should not be the issue. I did notice the battery was very low - could that cause data loss? Any ideas what could be the trouble? Thanks
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Old 06-15-2010, 09:32 AM   #2 (permalink)
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It wouldn't be battery related, as far as I know.

Given it is random, I also wouldn't think it is memory related, but just to be certain, are you sure you are 32MB free and not 3.2? I may be wrong, but 32 strikes me as very high. (Are you perhaps running a very old OS, and few add-on or aftermarket apps?)

Are you perhaps on a BES?
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Old 06-15-2010, 09:50 AM   #3 (permalink)
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Hi Ira, yes, it is indeed 32MB out of 64 total. it is an 8700 v4.2.1.101 platform 2.3.0.81. I'm told by the user that he received it used from a previous staff member, and has not added anything to it. We are on a BES. any further thoughts? I really appreciate it. Deb
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Old 06-15-2010, 09:51 AM   #4 (permalink)
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the best way to tell if its a memory issue is if you are losing your SMS and call logs as well as emails. Is this the case?
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Old 06-15-2010, 10:33 AM   #5 (permalink)
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He loses his call logs but not the SMS until the BB resets itself.

Here is a description from the user:

once a week or so my bb will start acting up where I can see that I have been sent a message but when I open it all I can see is messages that I have sent, then it will keep closing all the active conversations. While this is going on my emails begin getting deleted off my phone and my call history gets deleted as well. If I remove the battery the problems go away for a bit but all my emails get removed that I have ever received on the phone.

Any ideas?
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Old 06-15-2010, 10:33 AM   #6 (permalink)
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BES is over my head. I think that's where the answer is, though.
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Old 06-15-2010, 01:03 PM   #7 (permalink)
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hi Mooregard,

Definitely a memory issue. The reason why its hard to determine is because when the battery is pulled, it forces memory to be deallocated and any leaked memory is cleared. So after the hard reset, the memory will appear to be normal.

Could be a few things. From my experience, the following may be the root cause:

- saving pics and other media on the device(once deleted, memory is not fully reallocated until hard reset); solution: save on media card
-corrupt OS; solution reload OS
-third party applications not handling data correctly(I have found that gmail can cause such issues); have the user remove third party apps and see if the issue still happens.
-bad memory on the bb; could be a hardware issue but unlikely.
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Old 06-15-2010, 01:47 PM   #8 (permalink)
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Hi Syed, thanks so much for your advice. I will try what you suggested and let you know if it works. Deb
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Old 06-15-2010, 01:50 PM   #9 (permalink)
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Loosing call logs adds to the idicators the problem is too little free memory, but the 32MB free is still throwing me. Going from a crisis level of free memory all the way to 32MB after a battery pull doesn't make sense. Seems to me either the 32MB is wrong, or there are other issues. I would have the user open options > status and cut and paste free memory before and after a memory pull and send to you, and nail that question down.
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