07-14-2009, 07:06 PM
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Proprietor
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Join Date: Nov 2008
Posts: 2,238
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KB01034 - BlackBerry smartphone users can send but cannot receive email messages ...
KB01034 - BlackBerry smartphone users can send but cannot receive email messages on the BlackBerry smartphone
Environment
- BlackBerry® Desktop Manager
- BlackBerry® Enterprise Server
- IBM® Lotus Notes®
- Microsoft® Exchange
Overview
One or more BlackBerry smartphone users can send but cannot receive email messages on the BlackBerry smartphone.
Cause
There are multiple causes for this error.
Summary of Causes
This issue may be caused by one or more of the following:
- The BlackBerry® Desktop Software filters are not configured properly.
- The Don't forward when handheld is in the cradle option is selected in Redirector Settings.
- Customized the IBM Lotus Notes mail template.
- One message is causing an unresponsive thread.
- Inbox rules are configured to move messages to a folder.
- Messages that are supposed to be received are not in folders that are redirected.
Resolution
Refer to the appropriate resolution that relates to the cause of this problem.
Cause 1
The BlackBerry Desktop Software filters are not configured properly.
Resolution 1
In BlackBerry® Desktop Manager, open Redirector Settings and click Filters. Verify that the filters are configured correctly.
Cause 2
The Don't forward when handheld is in the cradle option is selected in Redirector Settings within BlackBerry Desktop Manager.
Resolution 2
Clear the Don’t forward when handheld is in the cradle check box in BlackBerry Desktop Manager.
- Highlight the affected BlackBerry smartphone users.
- Click Clear in cradle to remove the Don't forward when handheld is in the cradle status.
Cause 3
Customized the IBM Lotus Notes mail template.
Resolution 3
A customized mail template can be returned to the default setting from IBM Lotus Notes. From the menu bar, click File > Database > Refresh Design.
Cause 4
One message is causing an unresponsive thread in the BlackBerry Enterprise Server.
Resolution 4
If a specific message in the BlackBerry smartphone user's inbox is causing the unresponsive threads, remove the BlackBerry smartphone user from the BlackBerry Enterprise Server and then re-add the account. The BlackBerry Enterprise Server scans the mail file. When a BlackBerry smartphone user has been removed and re-added, the BlackBerry Enterprise Server gives the account a new activation date. The BlackBerry Enterprise Server does not scan the message that is causing the problem.
Cause 5
Inbox rules are configured to move messages to a sub-folder.
Resolution 5
Confirm that new messages are not being moved to sub-folders automatically.
Cause 6
Messages that are supposed to be received are not in folders that are redirected.
Resolution 6
Subscribe to the folders that the BlackBerry smartphone user would like to receive on the BlackBerry smartphone by completing the following steps:
- Go to Messages > Options > Email Setting.
- Click the trackwheel/trackball and go to Folder Redirection.
- Select the check box next to the folder where the BlackBerry smartphone user wants to receive email from.
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