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Old 05-08-2011, 12:03 PM   #1 (permalink)
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Default Blackberry torch on exchange 2007 - all outlook folders missing

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Have a user with a blackberry torch 9800.

His blackberry is working fien except the fact that none of his outlook folders show up and there is no file command or view folders option.

I am sure this may be due to a corruption or setting to do with his mailbox on our exchange 2007 server.

Has anyone else seen this.

I believe either a mapi profile rebuild or a mailbox deletion and restore might be the only fix but hoping someone has seen this and has a simpler solution.

Thanks in advance

Gary

PS. Have already wiped and reassociated phone but still the same result.
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Old 05-11-2011, 05:04 PM   #2 (permalink)
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Default Re: Blackberry torch on exchange 2007 - all outlook folders missing

If the user is not seeing the "File" option or "View Folder" option that sounds like possible corruption on the device itself. Have you tried reloading the OS?

One other possibility, is that he has too many subfolders for the Dispatcher to send so it is erroring out. I believe you would see an error for this in the MAGT logs. If I remember correctly though, you typically can "View Folders" but they simply aren't listed when the limit has been exceeded.
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Old 05-20-2011, 10:57 AM   #3 (permalink)
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Default Re: Blackberry torch on exchange 2007 - all outlook folders missing

He had the same issue on his old phone so i think you may have hit the nail on the head as i had a look at his outlook folders and he has quite a sizeable chunk and nested folders (nasty).

Will give the logs a go and get back to you.

Thanks for the quick reply.
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Old 05-23-2011, 07:53 AM   #4 (permalink)
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Default Re: Blackberry torch on exchange 2007 - all outlook folders missing

Yes lots of errors for one user only the troublesome one!

[40719] (05/13 00:14:40.963):{0x138C} {***.****@*****.com} GetFolderIDFromList No folder ID in list for EntryID
[40599] (05/13 00:14:40.963):{0x138C} {***.****@*****.com} GetNewMovedMessages - Could not find folder entry id in folder list for RefId=562415505

Have run an IEMStest and all comes up good,

Any ideas what might cure this?

]
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Old 05-25-2011, 11:03 AM   #5 (permalink)
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Default Re: Blackberry torch on exchange 2007 - all outlook folders missing

If it is an issue with the limit of 500 sub-folders being exceeded, you would be seeing the following in the logs:

KB19563-Inbox and subfolders do not appear within Folder Redirection on the BlackBerry smartphone

If you aren't seeing that, you may be back to your original theory that there is some sort of mailbox corruption. Perhaps you can try moving the mailbox to a different storage group (or Exchange server altogether) to eliminate any corrupt items that may exist. If that still doesn't work, you may be looking at a new mailbox and an ExMerge of the data from the old one. Prior to any mailbox changes, I would suggest removing his BES account and then re-activating once complete.
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