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KB12645 - How to troubleshoot wireless email message reconciliation on Domino BES
 
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Old 09-02-2009, 10:25 PM
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Default KB12645 - How to troubleshoot wireless email message reconciliation on Domino BES

KB12645 - How to troubleshoot wireless email message reconciliation on the BlackBerry Enterprise Server for IBM Lotus Domino


Environment

  • BlackBerry® Enterprise Server version 4.0 for IBM® Lotus® Domino®
  • BlackBerry smartphone



Overview

The BlackBerry smartphone is unable to reconcile email messages wirelessly.



Resolution

To resolve the wireless email message reconciliation issue, perform one of the following resolutions:
Resolution 1
  1. Delete the Desktop[CMIME] service book on the BlackBerry smartphone.
    1. From the home screen of the BlackBerry smartphone, click the Options icon.
    2. If the BlackBerry® Device Software is 4.1 or later, click Advanced Options, then Service Book. If the BlackBerry Device Software is 4.0 or earlier, click Service Book.
    3. Click the Desktop[CMIME] service book and select Delete.
  2. Restore the service book by clicking the trackball and selecting Undelete.
  3. Open the message list options on the BlackBerry smartphone and check that the Wireless Reconcile option is set to Yes (Messages > Options > Email Reconciliation) .
  4. Reset the BlackBerry smartphone. For instructions, see KB02141.
  5. Verify that email message reconciliation is functioning correctly.

Resolution 2
Note: The BlackBerry smartphone user must have the BlackBerry® Desktop Manager installed on their computer.
  1. Disable wireless email message reconciliation on the BlackBerry smartphone.
    1. From the home screen of the BlackBerry smartphone, click the Messages icon.
    2. Click the trackball and select Options.
    3. Select Email Reconciliation.
    4. Set the Wireless Reconcile option to No.
    5. Save the changes.
  2. Connect the BlackBerry smartphone to the computer and open the BlackBerry Desktop Manager.
  3. Double-click Backup and Restore.
  4. Click Advanced.
  5. From the list of databases on the right, select the Folder and Folder ID databases.
  6. Click Clear.
  7. In the warning dialog box, click OK.
  8. Set the Wireless Reconcile option back to Yes in Messages > Options on the BlackBerry smartphone.
  9. Verify that email message reconciliation is functioning correctly.

Resolution 3
  1. In the BlackBerry Manager, disable email message redirection for the BlackBerry smartphone user.
  2. Using the Domino Administrator, open the BlackBerry State database for the BlackBerry smartphone user (typically located in the BES\STATE folder).
  3. Delete all items except $INBOX in the folder view. This ensures links to existing email messages are not eliminated.
  4. In the BlackBerry Manager, enable email message redirection for the BlackBerry smartphone user.
  5. On the BlackBerry smartphone in Message Options, set the Wireless Reconcile option to No.
  6. On the BlackBerry smartphone in Message Options, set the Wireless Reconcile option back to Yes.
  7. Verify that email message reconciliation is functioning correctly.

Resolution 4
  1. Set the Blackberry user's activation password in the BlackBerry Manager. For instructions, see the Enterprise Activation Password Creation section in KB03674.
  2. Activate the BlackBerry smartphone over the wireless network. For instructions, see the Initiate the enterprise activation process section in KB03674.
  3. Verify that email message reconciliation is functioning correctly.

Resolution 5
  1. On the BlackBerry smartphone, delete all data from the BlackBerry smartphone. For instructions, see the section Select the Wipe Handheld option in KB02318.
  2. On the BlackBerry Manager, remove the BlackBerry smartphone user account.
  3. Using Domino Administrator, make sure that the BlackBerry smartphone user account no longer appears in the BlackBerry Users Profile database.
  4. Using Domino Administrator, delete any existing BlackBerry State databases for the BlackBerry smartphone user (located in the BES\STATE folder).
  5. In the BlackBerry Manager, add the BlackBerry smartphone user's account and set the activation password. For instructions on setting the password, see the Enterprise Activation Password Creation section in KB03674.
  6. Check that the BlackBerry smartphone user account appears in the BlackBerry Users Profile database.
  7. Activate the BlackBerry smartphone over the wireless network. For instructions, see the Initiate the enterprise activation process section in KB03674.
  8. When the enterprise activation process has completed, verify email message reconciliation is functioning correctly.
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