Hi

Few of our 30 BlackBerry users have reported getting filed messages reappear in their Outlook inbox (and therefore on the BlackBerry). The same messages get filed, stay filed for a number of days, then all of a sudden appear back in the inbox. He is filing them to subfolder of his mailbox (no PST's involved).

I then checked the MAGT log which showed these messages being moved at exactly this time. The log explains what it has done, but I don't understand why. Below is a snippet from the log (I have changed the users email address for privacy)

[40529] (08/19 04:44:29.591):{0x1730} {email@company.co.uk} Device Message Matched, RefId=-1383877272
[40589] (08/19 04:44:29.591):{0x1730} {email@company.co.uk} MessageReconcile - Reconciling Message RefId=-1383877272, devicestatus=3, msgstatus=1, sentstatus=1, devicefolder=-3, msgfolder=-323, sentfolder=-323
[40596] (08/19 04:44:29.607):{0x1730} {email@company.co.uk} MessageReconcile - marking message as not on device, RefId=-1383877272
[40598] (08/19 04:44:29.607):{0x1730} {email@company.co.uk} MessageReconcile - updating message folder state with Device folder id, RefId=-1383877272, Device folderID=-3, Message folderID=-323
[40591] (08/19 04:44:29.997):{0x1730} {email@company.co.uk} MessageReconcile - Moving Message, RefId=-1383877272, Source FolderID=-323, Destination FolderID=-3.

Weird, I just dealt with this yesterday. Here's the deal (my deal at least):

As you are probably aware, there is a toggle option to 'hide filed messages' (message list -> options -> general options). This option is probably being toggled to the undesirable setting (whichever that is in your scenario). This is a simple enough solution until the user tells you that there is no way that they manually changed that option. Well, there is an undocumented (8800 series) shortcut....press 'H' while at the message list screen to toggle the option. In my scenario the user was most likely unwittingly toggling that option via shortcut.

By the way, RIM (T2 support) was of no help with this issue. I specifically asked if there was a shortcut, to which they replied 'no'. I also scanned all of the BES IT policy options and, unfortunately, there is not one to force that option.

I hope this is the solution you are looking for.

Potential disaster alert: I had one user delete all of the filed messages, one-by-one, via his device because he thought he had a syncing issue and he wanted his BlackBerry "inbox" to mirror his Exchange inbox (he was actually unknowingly displaying filed messages). His actions, of course, deleted all of the messages from the folders he filed them to via Outlook. Good times.

Interesting shortcut. It appears it has been removed in later versions of the OS, for good reason Were those 8800 devices still running OS 4.2.1?

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Thanks ericragsdale

Im not sure that this would explain why messages reappear in the Outlook inbox.
Im starting to believe this may not be a BlackBerry problem, more an Exchange issue as I cant find a BlackBerry KB to explain this odd behaviour.

Sorry about that, hitty. Perhaps I should have fully read your post before shooting out a reply. [insert smiley here]

[Otto] - The devices are, in fact, running 4.2x. Unfortunately, Verizon has not released an updated OS for the 8830.

At the risk of totally going off-topic... Is it a best practice to remain consistent with the latest OS that the cell provider offers?

It depends on who you ask. Ask the carriers, and they emphatically say yes. Ask RIM, and they give you a spill about how the carriers make modifications to their certified code to correct issues specific to their network. Ask anyone who has been caught up with Beta Fever over the last 2 years and they will say that it makes no difference. In all honesty, I would say that 95% of the issues we have with the BlackBerry Bold would disappear with an OS update. I would think that Verizon would have a bonafide hit with the BlackBerry Storm if they decided to release an OS update, as well. I won't advise anyone to upgrade to a beta OS, or even a certified OS update from another carrier, however I do feel that carriers take too long to certify updates to the OS and release them to the public (and I don't think this is simply a perception issue from some of us customers - the carriers seem to be rather delusional as to the issues plaguing their devices).

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When the messages re-appear in the Inbox, are they marked as UNREAD? I have a similiar issue, and was thinking that it was an Outlook issue. But seems I have to think again...

I have the same problem. Filed messages seem to re-appear back into the Inbox for no reason.

What version of Exchange and SP and for argument's sake, version of BES and SP/MR level?

Version of Outlook and SP?

We are using Exchange 2007 sp1 and Bes 4.1.6 Mr2

Outlook 2003 sp3

What BlackBerry handhelds and OS versions are being used?

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Mostly 8700 running 4.1 firmware

Any chance you can get one updated to 4.2.2 or 4.5? I can't definitively say it'll fix it but I would personally give it a shot.

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I've actually seen this one before as well. If you got to folder redirection are all the folders listed there? I've seen this before our fix we had for it was to move the users mail database to a different mail store. I think it had something to do with the hidden folders that BES puts in the users mail database. I will ask around though

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Who cares, RIM will just change how they do Cert's again