BlackBerry Forums Support Community

BCrNet · 08-11-2009, 11:31 AM

Hello all,

I've been working with BlackBerries for over a year now, but there is one thing i can't get a grip on! I've searched for it and cand find it. Here is my problem:

We have our own BES server with 5000+ users.
Our collaboration suite is Exchange 2003 server
The BES server is version 4.1.6.14

Our network uses the 7290, 8700 and 8900 types BlackBerry.

When I have an user with any type of BlackBerry that has a defect or something, we'll supply a new one ourselves. When activating the device (even when it is an oloder or newer type) all existing mail in the Inbox (and subfolders) is pushed to the new device, and of course the new arrived mails also get pushed. We have a strict IT policy that uses content protection. Also their passwords are forced and with 5 times wrong, the device gets purged/wiped/scrubbed.

This is the problem...

AFTER the user has received his replaced/new device, all of his mails are there, but some users forget the password and type it 5 times wrong. After a few hours they call us because their replaced/new is empty again and we (remote) activate it using the BB manager. The annoying thing is, when we do this, the old/existing mail is NOT being pushed anymore, ONLY the new mail or the mail that was received in between the off-time. NOT the older mail.

Why does this happen? Is there a way to again force the mail to the device, because for now i've tried lots of things without success.

Bottom line question is:

Is there a way to push old/existing mail from the inbox to the device.

Thanks in advance!!

juwaack68 · 08-11-2009, 11:40 AM

When you activate a device for someone that has a 'defect or something', it sounds like you are removing/re-adding the user on the BES and activating their device.

When they wipe their device with the wrong # of passwords, the user is not removed/re-added on the BES, correct?

Email pre-population only works if the user is removed/re-added on the BES. So, if you want the user to get their pre-pop'd email, then remove/re-add.

Since you have BES 4.1.6, the users can also use the Remote Lookup feature on their devices (assuming you've allowed that on the BES) to find their old messages. That's what I normally tell people to do, and they are fine with it.

Andi · 08-11-2009, 12:11 PM

Doesn't the e-mail prepopulation happen whenever a user activates a new device even if you don't remove/re-add them to the BES?

BCrNet · 08-11-2009, 12:11 PM

Super, and how simple!!

Only the MAPI settings are gone like profile settings and which contact has assigned what ringtone! But that is their problem.

Many thanks!

penguin3107 · 08-11-2009, 12:13 PM

Quote:

Originally Posted by Andi

Doesn't the e-mail prepopulation happen whenever a user activates a new device even if you don't remove/re-add them to the BES?

Yes, if it's a new device. (Different PIN)
If you read the OP's post, you will see that they are asking about reactivating the same device, after it has been activated already and then wiped for some reason. In this case, pre-pop will not occur.

juwaack68 · 08-11-2009, 12:13 PM

Quote:

Originally Posted by Andi

Doesn't the e-mail prepopulation happen whenever a user activates a new device even if you don't remove/re-add them to the BES?

No, you have to remove/re-add them on the BES if they want their email. When I tell users they have the choice between old email and setting up all their settings again, they usually go with keeping the setttings and ditching the pre-pop'd email.