08-30-2009, 12:31 PM
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Join Date: Nov 2008
Posts: 2,238
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KB10373 - Large folder lists do not populate on the BlackBerry smartphone
KB10373 - Large folder lists do not populate on the BlackBerry smartphone
Environment
- BlackBerry® Enterprise Server versions 4.0 to 5.0 for Microsoft® Exchange
- BlackBerry® Enterprise Server versions 4.0 to 4.1 for Novell® GroupWise®
- BlackBerry smartphones
- SDR67066
- SDR104435
Overview
When viewing the folder list on the BlackBerry smartphone (under Messages > View Folder or Messages > Options > Email Settings > Folder Redirection) the folder list from the mailbox is missing.
Cause
The folder list data exceeds the maximum size (127 KB) which can be sent via the BlackBerry Dispatcher. As a result, the BlackBerry Enterprise Server administrator receives the following error in the BlackBerry Dispatcher service and BlackBerry Messaging Agent logs:
[20567] (08/29 08:57:11):{0x9C8} {LastName, FirstName} Uncompressed data too large (147185 > 130048)
[30374] (08/29 08:57:11):{0x9C8} {LastName, FirstName} Packet returned as REFUSED - could not be delivered to device, Tag=0
[30388] (08/29 08:57:11):{0x9C8} [BIPP] {LastName, FirstName} Forwarding status to BES Agent, intTag=658420, extTag=0
[40000] (08/29 08:57:11):{0xA54} [BIPP] Received status REFUSED, Tag=658420
[30273] (08/29 08:57:11):{0xCB0} {LastName, FirstName} OTAFM command returned as REFUSED - could not be delivered to device, Tag=658420
Resolution
This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.
Workaround
Follow the steps below to reduce the folder list and load it to the BlackBerry smartphone.
Reduce the size of the folder data in the mailbox
- Reduce the number of folders by removing some folders from the mailbox.
- Reduce the number of folders by moving messages into parent folders, deleting the child folders, and collapsing the folder structure.
- Shorten the names of long folders in the mailbox.
- Wait at least 4 hours for the folder rescan on the BlackBerry Enterprise Server to occur.
Disable Wireless Email Reconciliation
- On the BlackBerry smartphone, open the Messages application.
- Click the Menu button and select Options.
- Select Email Reconciliation.
- On the Email Reconciliation screen, select Wireless Reconcile. Click the trackwheel and select Change Option (or press the space bar) to set the option to Off.
- Click the Menu button and select Save.
Clear the existing folders from the BlackBerry.
- Connect the BlackBerry smartphone to the computer.
- Open the BlackBerry® Desktop Manager, and double-click Backup and Restore.
- Click Advanced and wait for the folder list to appear under Device Databases.
- Click the Folders database. Press the CTRL key and select the FolderID database.
- Click Clear.
- Close the BlackBerry Desktop Manager and disconnect the BlackBerry smartphone from the computer.
Enable Wireless Email Reconciliation
- On the BlackBerry smartphone, open the Messages application.
- Click the Menu button and select Options.
- Select Email Reconciliation.
- On the Email Reconciliation screen, select Wireless Reconcile. Click the Menu button and select Change Option (or press the space bar) to set the option to On.
- Click the Menu button and select Save.
Note: The folder list may take some time to populate on the BlackBerry smartphone. If the error shown above appears in the logs again after enabling Wireless Email Reconciliation, complete the workaround steps again to further reduce the size of the folder data.
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