Re-created BES user not synching all email
 

Hi,

Newbie question here. One of my users had a problem with his 8800 handheld deleting SMS messages and emails seemingly of its own accord. His message settings were set to keep forever. I tried a couple of things to resolve it and in the end wiped the device and regenerated his EA PIN.

That resolved his problem of disappearing messages but his handheld message store only had new messages from the point of the device wipe and re-activation. My BES knowledge is slender but I assumed there is some record on the BES of which messages have been redirected to the handheld and they were not recreated with the re-activation?

In order to try and get his entire inbox back on to the device, today I tried deleting his BES account and creating a new one from scratch. That all seemed to go OK but he still doesn't have all his inbox on the device. I also tried re-activating the new BES user on a new device and got the same problem. Oddly the emails now only go back a couple of days, not even to the point of the original re-activation.

Any help appreciated.

Additional info:
Exchange 2003 SP1
BES 4.0.2.8 (upgrading soon hopefully)
When I deleted the BES user I also removed all the Blackberry settings from the AD/Exch user account.
When I created the new BES user it said there were stats for the user so I cleared them

Cheers,

Vaughan

You can't do what you want to do.
Message pre-population for a newly activated device only puts messages from the previous 5 days, or 200 messages, whichever is greater.
You can adjust the pre-pop settings on BES to set this to a maximum of 14 days or 750 messages.
How do I adjust message pre-population? - BlackBerryFAQ

You will not be able to put the entire contents of the Inbox back on the device.

Thanks Penguin. Disappointed user time...

Just another thought. If I get the user to create a new Outlook folder with the messages he needs and then get that added to the device's synched folders would it synch them across then?

Since you don't give up he must be some CEO or VIP :-(. It allways happen to them,eh? Just tell him to make peace with the fact or to resend all emails to himself...