12-23-2008, 09:54 PM
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Proprietor
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Join Date: Nov 2008
Posts: 2,238
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KB15838 - How to verify that the wireless email reconciliation process is working
KB15838 - How to verify that the wireless email reconciliation process is working correctly
Environment
- BlackBerry® Enterprise Server version 3.6 to 5.0
- BlackBerry® smartphone
Overview
If you suspect that a BlackBerry smartphone user is experiencing issues with email reconciliation, completing these tests will verify whether email reconciliation is functioning. Email reconciliation is a lower priority function on the BlackBerry Enterprise Server that might not occur in real time, and as such, could appear to not be functioning. Completing this test will verify whether the reconciliation process is functioning correctly.
- On the BlackBerry smartphone, open the Messages application.
- Display the menu, and click Options.
- Select Email Reconciliation.
- Verify the following options:
- Message Services is set to Desktop
- Delete On is set to Mailbox and Handheld
- Wireless Reconcile is set to On
- On Conflicts is set to Mailbox Wins
- Save any changes and reopen the Messages application.
- Send five email messages to the BlackBerry smartphone user. Make each subject line descriptive (for example, Test 1 and Test 2).
- When all of the email messages have been delivered to the BlackBerry smartphone, complete the following steps:
- Open email message Test 1 on the BlackBerry smartphone so that it is marked as read.
- Open email message Test 2 on the BlackBerry smartphone user's email messaging client and mark it as read.
- Leave email message Test 3 untouched on both the BlackBerry smartphone and email messaging client.
- Delete email message Test 4 on the BlackBerry smartphone.
- Delete email message Test 5 in the email messaging client, but do not permanently delete the message (shift+delete). Only move it to the Deleted Items/Trash folder.
- On the BlackBerry smartphone, in the Messages application, display the menu.
- Select Reconcile Now on the Blackberry smartphone.
Once the reconciliation process has completed, verify that the email messages are now as follows in both the email messaging client and the BlackBerry smartphone:
- Test 1 is marked as read
- Test 2 is marked as read
- Test 3 is marked as unopened
- Test 4 is deleted
- Test 5 is deleted
If the results match, the email reconciliation process is working correctly. If there are any other results, there could be an issue with the email reconciliation process, and you should troubleshoot accordingly. For more information, see KB10939.
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