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Old 01-20-2009, 08:34 PM
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Default KB10939 - Troubleshooting wireless email reconciliation on the BlackBerry smartphone

KB10939 - Troubleshooting wireless email reconciliation on the BlackBerry smartphone


Environment

  • BlackBerry® Device Software version 4.0 to 4.7
  • BlackBerry® Enterprise Server version 4.0 to 5.0 for Microsoft® Exchange
  • BlackBerry® Enterprise Server version 4.0 to 5.0 for IBM® Lotus® Domino®
  • BlackBerry® Professional Software
  • Microsoft® Outlook®
  • IBM® Lotus Notes®



Overview

Wireless email message reconciliation is not functioning.



Cause

The issue is caused by one of the following:
  1. Wireless email message reconciliation is not configured correctly on the BlackBerry smartphone.
  2. The current wireless reconciliation option is not recognized by the BlackBerry Device Software.
  3. The Desktop [CMIME] service book on the BlackBerry smartphone is corrupted.
  4. The in-cradle status stops responding in the BlackBerry smartphone user's mailbox.



Resolution

To resolve this issue, complete the appropriate resolution for the cause. After completing the steps, test the wireless email message reconciliation using the procedure provided in the Additional Information section of this article.
Cause 1

Wireless email message reconciliation is not configured correctly on the BlackBerry smartphone.
Resolution 1
To resolve this issue, complete the following steps:
  1. Open the Messages application on the BlackBerry smartphone.
  2. Press the Menu key and select Options.
  3. Click Email Reconciliation.
  4. Set the Message Services field to Desktop.
  5. Set the Wireless Reconcile field to On.
  6. Make sure that the Delete On field is set to the correct option (for two-way email message reconciliation it should be set to Desktop & Handheld).

Cause 2

The current wireless email message reconciliation option is not recognized by the BlackBerry smartphone software.


Resolution 2
To resolve this issue, complete the following steps:
  1. Open the Messages application on the BlackBerry smartphone.
  2. Press the Menu key and select Options.
  3. Click Email Reconciliation.
  4. Set the Message Services field to Desktop.
  5. Set the Wireless Reconcile field to Off.
  6. Press the Menu key and click Save.
  7. Set the Wireless Reconcile field to On.
  8. Press the Menu key and click Save.
Cause 3

The Desktop [CMIME] service book needs to be resent.
Resolution 3
To resolve this issue, complete the following steps:
  1. On the Home screen of the BlackBerry smartphone, click Options.
  2. Select Advanced Options. Note: If Advanced Options is not present, proceed to the next step.
  3. Select Service Book.
  4. Highlight Desktop [CMIME].
  5. Press the Menu key and click Delete.
  6. Display the menu and click Undelete.
  7. Press the Escape key until you return to the Options menu.
  8. Click Security Options.
  9. Click General Settings. Note: If General Settings is not present, proceed to the next step.
  10. Scroll to the Services section and click Desktop.
  11. Click Regenerate Encryption Key.

Cause 4

The in-cradle status stops responding in the BlackBerry smartphone user's mailbox.
Resolution 4

To resolve this issue, clear the in-cradle status manually by completing the following steps:
  1. In BlackBerry Manager, right-click the account of the affected BlackBerry smartphone user.
  2. Click User Stats.
  3. Click Clear In-Cradle.



Additional Information

To test wireless email message reconciliation, complete the following steps:
  1. Send the BlackBerry smartphone user four email messages and wait for the email messages to arrive on both the BlackBerry smartphone and the computer email application for the BlackBerry smartphone user.
  2. On the BlackBerry smartphone, delete the first email message and mark the second email message as opened.
  3. In the email application on the BlackBerry smartphone user's computer, delete the third email message, and mark the fourth email message as read.
  4. In the Messages application on the BlackBerry smartphone, press the Menu key and click Reconcile Now.
  5. Verify that all changes to the email messages are reconciled.
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