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KB00285 - Email message not deleted after email reconciliation
 
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Old 07-19-2009, 08:48 PM
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Default KB00285 - Email message not deleted after email reconciliation

KB00285 - Email message not deleted after email reconciliation

Environment

  • BlackBerry® Enterprise Server version 4.0, 4.1 and 5.0
  • BlackBerry® Desktop Software
  • BlackBerry® smartphones
  • SDR13706



Overview

After synchronizing the Blackberry smartphone, email messages deleted on the BlackBerry smartphone are not deleted from the Microsoft® Outlook® Inbox. Similarly, email messages deleted from the Microsoft Outlook Inbox are not not deleted on the BlackBerry smartphone.
Note: The Hard Deletes Reconciliation feature in the BlackBerry Enterprise Server version 4.1 can be turned on so that email messages permanently deleted in Microsoft Outlook are removed from the messages list on the BlackBerry smartphone. This feature is disabled by default. For more information, see KB04853.



Cause

Summary of Causes
This issue could be caused by one of the following:
  1. The email message was permanently deleted in the Microsoft Outlook Inbox.
  2. Microsoft Outlook is configured to empty the Deleted Items folder.
  3. The Delete On option is set to Handheld.
  4. The Reconcile Email check box is not selected.
  5. The Folder Management registry value is corrupt.
  6. Folder and Message databases are corrupt.
  7. Email Messages were deleted from the BlackBerry smartphone with the Delete Prior option.



Resolution

Summary of Resolutions
Cause 1
When the email message is permanently deleted from the Microsoft Outlook Inbox, it is not deleted from the BlackBerry smartphone during email reconciliation. An email message can be permanently deleted from the BlackBerry smartpphone by holding down the Shift key while pressing the Delete key, or by deleting the email message from the Deleted Items folder.
Resolution
After permanently deleting an email message from the Microsoft Outlook Inbox, manually delete the email message from the BlackBerry smartphone.

Cause 2
Microsoft Outlook is configured to automatically empty the Deleted Items folder which permanently deletes email messages. When an email message is permanently deleted from the Microsoft Outlook Inbox, it will not be deleted from the BlackBerry smartphone during email reconciliation.
Resolution
Make sure that Microsoft Outlook is not configured to empty the Deleted Items folder every time Microsoft Outlook is closed, by completing the following steps:
  1. In Microsoft Outlook, under the Tools menu, select Options.
  2. Click the Other tab.
  3. Make sure that the check box beside Empty the Deleted Items folder upon exiting is clear (not selected), then click OK.

Cause 3
The Delete On option on the BlackBerry smartphone is set to Handheld. As a result, email messages deleted on the BlackBerry smartphone will not be deleted in the Microsoft Outlook Inbox during email reconciliation.
Resolution
Change the Delete On option to Mailbox & Handheld, by completing the following steps:
  1. On the BlackBerry smartphone Home screen select Messages.
  2. Display the menu and select Options.
  3. Select Email Reconciliation.
  4. Highlight the Delete On option.
  5. Display the menu and select Change Option.
  6. Click Mailbox & Handheld.
Note: If the Delete On option is already set to Mailbox Handheld, change it to Handheld. Save the settings, and change it back to Mailbox & Handheld. Save the settings again.

Cause 4
The Reconcile Email check box is not selected when you click Synchronize Now in Intellisync®.
Resolution
Select the Reconcile Email check box, by completing the following steps:
  1. On your computer, open BlackBerry® Desktop Manager and double-click the Intellisync icon.
  2. Make sure that the Reconcile messages check box is selected.
  3. Click Close.
Note: If the Reconcile Email check box is already selected, clear the check box. Close BlackBerry Desktop Manager and open it again. Select the Reconcile messages check box again.

Cause 5
The FolderManagement registry value is corrupt.
Resolution
Delete the FolderManagement registry value.
Warning: Modifying the computer registry can cause substantial damage to the Microsoft Windows® operating system. Document and back up the existing registry entries prior to implementing any changes.
To perform this task, complete the following steps:
  1. On your computer, close BlackBerry Desktop Manager.
  2. Open the Registry Editor.
  3. Go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry\Synchronize.
  4. In the right pane, click the FolderManagement registry value and press Delete.
  5. In the Confirm Value Delete dialog box, click Yes.
  6. Open BlackBerry Desktop Manager and verify that the synchronization settings are correct.
  7. Synchronize the personal information management (PIM) applications.

Cause 6
The folder and message databases are corrupt.
Resolution
Backup the BlackBerry smartphone data. Then clear the folder and message databases and synchronize, by completing the following steps:
  1. On your computer, connect the BlackBerry smartphone and open BlackBerry Desktop Manager.
  2. Double-click Backup and Restore and click Advanced.
  3. In the Handheld Databases section on the right, select the following databases: Folders, Folder ID, Messages and Purged Messages. Hold the Ctrl key to select more than one at a time.
  4. Click Clear. In the warning dialog box, click OK.
  5. Close both Backup and Restore windows.
  6. Open BlackBerry Desktop Manager and double-click either Intellisync for versions 4.1 and earlier, or Synchronize for versions 4.2 and later.
  7. Make sure Reconcile Messages is selected and click Synchronize now.

Cause 7
When the Delete Prior option is set to delete email messages after synchronizing the BlackBerry smartphone, the email messages are not deleted from the Microsoft Outlook Inbox.
Resolution
Complete one of the following:
  • Delete email messages individually on the BlackBerry smartphone
  • Delete email messages from the Microsoft Outlook Inbox after using the Delete Prior option.

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Old 08-25-2009, 09:37 PM
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