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KB11714 - How to troubleshoot email reconciliation for Novell GroupWise
 
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Old 05-26-2009, 01:27 PM
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Default KB11714 - How to troubleshoot email reconciliation for Novell GroupWise

KB11714 - How to troubleshoot email reconciliation for the Novell GroupWise environment


Environment

  • BlackBerry® Enterprise Server version 4.1 and 4.0 for Novell® GroupWise®
  • BlackBerry smartphone



Overview

An email reconciliation test should be run if a BlackBerry smartphone user reports email messages that have been opened, moved, or deleted in Novell GroupWise that are not reflected on the BlackBerry smartphone, and vice versa.
  1. On the BlackBerry smartphone, go to Messages, display the menu, and select Options. Select Email Reconciliation and verify that the Delete On option is set to Mailbox & Handheld. Verify that the Wireless Reconcile is set to On.
  2. Under the General Options message list option,verify that Hide Filed Messages is set to Yes.
  3. Send 4 email messages to the BlackBerry smartphone user with the Subject lines Test 1, Test 2, Test 3, and Test 4.
  4. Once the email messages are on the BlackBerry smartphone, gather the RefID. To view the RefID, open the test message on the BlackBerry smartphone, press and hold the ALT key and type view. The RefID should pop up at the top of the email message. Remember, you must press and hold the ALT key while typing view. Document the RefID for each Test email message:
    Test 1 RefID:

    Test 2 RefID:

    Test 3 RefID:

    Test 4 RefID:
  5. Once all Reference ID's have been recorded, make sure to change Test 2 and Test 4 back to Mark Unopened on the BlackBerry smartphone. The email messages were opened to get the RefID, but they need to be Mark Unopened when testing. These tests will only be opened in Novell GroupWise.
  6. Perform the following actions on the test email messages: Test 1: Open on the BlackBerry smartphone to show the read status, and leave it with an unopened status in Novell GroupWise.

    Test 2: Open in Novell GroupWise, but leave it unopened on the BlackBerry smartphone.

    Test 3: Delete the email message on the BlackBerry smartphone and leave it unopened in the Novell GroupWise Mailbox.

    Test 4: Delete the email message from the Novell GroupWise Mailbox, but leave it unopened on the BlackBerry smartphone. Do not permanently delete the email message in Novell GroupWise. It must move to the trash folder to be picked up properly during the reconcile process.
  7. Wait 25 to 30 minutes and then document the changes for each email message. Test 1: Is this email message now shown as read in Novell GroupWise?

    Test 2: Is this email message now shown as read on the BlackBerry smartphone?

    Test 3: Was this email message deleted from Novell GroupWise?

    Test 4: Was this email message deleted from the BlackBerry smartphone?
  8. If the email messages reconciled the changes correctly, the reconciliation function is working properly and should be monitored. If after 30 minutes some email messages did not reconcile, please follow your appropriate support channels for further investigation.
  9. The following information will be required when you contact a support associate:
    1. The full name of the BlackBerry smartphone user that the above test was performed with.
    2. The personal identification number (PIN) number of the BlackBerry smartphone that the test was performed with.
    3. The BlackBerry® Device Software version on the BlackBerry smartphone that the test was performed with.
    4. The RefID values for Test 1 through Test 4. For instructions on obtaining the RefID value, see KB05477.
    5. The end results of what happened to each Test email message on the BlackBerry smartphone, and in the Novell GroupWise Mailbox after 30 minutes had passed.
    6. For email messages that are deleted from the BlackBerry smartphone to the GroupWise mailbox, the time that appears on the BlackBerry smartphone should be noted when performing the delete because a RefID will not be obtained.
    1. For those email messages that did not update from GroupWise to the BlackBerry smartphone, a combination of the RefID and the time that the update was performed in the GroupWise mailbox is required. For example:
      1. A message that was read in GroupWise shows a status of unopened on the BlackBerry smartphone. For instructions on obtaining the RefID value, see KB05477.
      2. A message that was deleted in GroupWise shows a status of unopened on the BlackBerry smartphone. For instructions on obtaining the RefID value, see KB05477.



Additional Information

If it is not known which correct support channel to follow, contact the service provider that the BlackBerry smartphone was purchased from for technical support.
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