Well you can select to keep the data but you may have the same issue later. This happend to me. I just wipe and start them fresh. If you the IT admin think of something creative to tell them, there messages will still be on the mail server and they can move them to there inbox and they will show on the BB again. (Only works with BES4.0)
I usually tell the user. Look it was broken and now it is fixed..... LOL
Try to keep the info and reactivate them See if that works. Use the wipe as a last resort....
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