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KB10720 - One-way wireless email message reconciliation is not working from Outlook
 
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Old 04-01-2009, 09:56 PM
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Default KB10720 - One-way wireless email message reconciliation is not working from Outlook

KB10720 - One-way wireless email message reconciliation is not working from Microsoft Outlook to the BlackBerry smarpthone


Environment

  • BlackBerry® Enterprise Server version 3.6 SP7 to 4.1 for Microsoft® Exchange
  • BlackBerry® Enterprise Server version 3.6 SP7 to 4.1 for Novell® GroupWise®
  • BlackBerry® Professional Software
  • BlackBerry smartphone
  • Microsoft® Outlook®



Overview

Email messages that are deleted or opened in Microsoft Outlook or Novel GroupWise client are not deleted or shown as opened on the BlackBerry smartphone. Wireless email message reconciliation is working properly for email messages deleted from the BlackBerry smartphone.



Cause

There are multiple causes for this error:
  1. The Desktop [CMIME] service book is not functioning properly on the BlackBerry smartphone.
  2. Wireless email message reconciliation is not functioning due to BlackBerry smartphone software issues.
  3. A database on the BlackBerry smartphone is corrupted.
  4. The Messaging Application Programming Interface (MAPI) subsystem on the BlackBerry Enterprise Server is experiencing a memory leak issue.



Resolution

Complete the appropriate resolution for the cause.


Cause 1

The Desktop [CMIME] service book is not functioning properly on the BlackBerry smartphone.
Resolution 1


Delete the Desktop [CMIME] service book and resend it from the BlackBerry Enterprise Server.
  1. On the BlackBerry smartphone, click Options > Advanced Options > Service Book.
  2. Click the Desktop [CMIME] service book and delete it.
  3. In BlackBerry Manager, find the appropriate BlackBerry smartphone user.
  4. Go to ITAdmin and click Resend Service Book.

Cause 2

Wireless email message reconciliation is not functioning due to BlackBerry smartphone software issues.
Resolution 2


Turn off then turn on the wireless email message reconciliation option on the BlackBerry smartphone.
  1. Click Messages > Options > Email Reconciliation.
  2. Set the Wireless Reconcile option to No, and then click Save.
  3. Set the Wireless Reconcile option to Yes, and then click Save.

Cause 3

A database on the BlackBerry smartphone needs to be removed and updated.
Resolution 3


Recreate the database.
Note: Old email messages will be deleted from the BlackBerry smartphone.
  1. In BlackBerry® Desktop Manager, double-click Backup and Restore.
  2. Click Advanced, and clear the following database fields:
    • Folder Id
    • Folders
    • Messages
    • Purged Messages
    • Service Book
  3. Perform one of the following actions:
    • Activate the BlackBerry smartphone over the wireless network. Note: For more information, see the Enabling wireless enterprise activation section of the BlackBerry Wireless Enterprise Activation Technical Overview white paper.
    • Generate a new encryption key with BlackBerry Desktop Manager while keeping the BlackBerry smartphone connected to the computer.
    Note: For more information, see KB02740.
  4. Configure the Email Reconciliation setting on the BlackBerry smartphone.
    1. On the BlackBerry smartphone home screen, click Messages.
    2. Display the menu, and select Options.
    3. Click Email Reconciliation.
    4. Click the Wireless Reconcile field, and click Change Option.
    5. Click On.
    6. Display the menu, and select Save.

Cause 4

The MAPI subsystem on the BlackBerry Enterprise Server is experiencing a memory leak issue.
Resolution 4


Confirm that this is the case by checking for the following application log errors:
Event Type: Warning
Event Source: BlackBerry Messaging Agent BES01 Agent 1
Event Category: None
Event ID: 20265
Date:
Time:
User: N/A
Computer:
Description:
The description for Event ID ( 20265 ) in Source ( BlackBerry Messaging Agent BSFS01 Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: {@} MAPIMailbox::GetMessageStatusUpdates - QueryRows (0x8007000e) failed.
Event Type: Warning
Event Source: BlackBerry Messaging Agent BES01 Agent 1
Event Category: None
Event ID: 20176
Date: date
Time: time
User: N/A
Computer:
Description:
The description for Event ID ( 20176 ) in Source ( BlackBerry Messaging Agent BSFS01 Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: {@} GetNewMessages() failed: ERR_RESOURCE_ALLOC.
These errors are most commonly caused by the Microsoft Exchange 2003 Service Pack 1. Upgrading to Microsoft Exchange 2003 Service Pack 2 will resolve this issue.
Note: Microsoft Exchange 2003 Service Pack 2 System Tools are only supported with the following versions of BlackBerry Enterprise Server:
  • BlackBerry Enterprise Server version 3.6 SP7
  • BlackBerry Enterprise Server version 4.0 SP4
  • BlackBerry Enterprise Server version 4.1
Note: For more information regarding the memory leak error and the symptoms it can cause, see article KB03665.



Additional Information

Complete the following test if these condition apply:
  • The BlackBerry smartphone user has Cached Exchange Mode turned on in Microsoft Outlook. Only delete the email messages from Microsoft Outlook that are not reconciling on the BlackBerry smartphone.
To test if this issue has been resolved:
  1. Log in to Microsoft Outlook Web Access if available, or log in to another computer as the BlackBerry smartphone user.
  2. Delete an email message.
Note: If this test fails, the BlackBerry smartphone user's offline mailbox (Outlook.ost) file is troubled.
If the BlackBerry smartphone user does not mind deleting it or does not use the Microsoft Outlook account offline, then follow these steps:
  1. Close Microsoft Outlook.
  2. Navigate to the following location: C:\Documents and Settings\\Local Settings\Application Data\Microsoft\Outlook\
  3. Rename the outlook.ost file to outlook.ost.old
  4. Open Microsoft Outlook.
  5. Delete an email message from Microsoft Outlook.
  6. On the BlackBerry smartphone, go to Messages, display the menu, and click Reconcile Now.
This will delete the BlackBerry smartphone user's offline copy of the mailbox. If they do use Microsoft Outlook offline, some of their email messages may be unavailable to them until it is fully synchronized again.

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