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Old 06-23-2008, 08:24 AM   #1 (permalink)
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Default 8830 Messages NOT deleting

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I have a user who is using an 8830 WE and unable to delete messages from her BlackBerry.

She is using BES and when she is in Outlook, she deletes the messages (just moves them to the deleted items folder, not shift+delete) they stay on her BlackBerry. This is not all of her messages, it appears to be random.

Her Settings all appear to be correct:
Delete On: Mailbox and Handheld
Wireless Reconcile: ON
On Conflicts: Mailbox Wins

She is not immedently moving these messages to the deleted items folder before the reconsiliation can take place either, she hasn't deleted her deleted items folder in quite sometime so I can't see how BES is not reconsiling correctly.

She is even unable to do a manual deletion of these items on the BlackBerry. When she chooses the delete option, the handheld acts like its going to remove the item but the messages go no where.

I have resent her service book, no help. Removed her account from BES recreated it and re-synced her phone, no help those same messages just reappeared. Also made a change to BES to enable "Hard Delete Reconsiliation" which also didn't seem to phase this device (not sure why that wasn't enabled in the first place...).

My next option is to completely wipe the device and start from scratch but considering she's a VP of the company I am not sure that is the option I want to take just yet.

I had read on a previous thread that if the deleted items folder exceeds 500 messages, BES will only recognise the first 500, anything past that will cause problems somewhat like what we are seeing right now. Any one know if there is any truth to that? She has about 900 messages in the deleted items folder (why? I have no idea) which could also make since why she is having these problems but I want to be sure that is the case before I have her delete these items because for some reason people like to keep their delted items around for a bit?!

So basically at this point I am stumpted. Any one have any thoughts on what to do next?
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Old 06-25-2008, 09:00 AM   #2 (permalink)
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Default All Fixed!

I was able to get her Blackberry working correctly, after setting her "Hide Filed Messages" and having her delete her deleted items folder. I guess there was some truth behind a previous post I had read about the 500 message rule in the deleted items folder, because now she no longer sees those old messages and all is working great!
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