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KB16483 - Root folder shows up incorrectly in BlackBerry Manager
 
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Old 12-10-2008, 04:00 AM
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Default KB16483 - Root folder shows up incorrectly in BlackBerry Manager

KB16483 - Root folder shows up incorrectly in BlackBerry Manager

Environment


* BlackBerry® Enterprise Server software version 4.1 for Novell® GroupWise®
* SDR231891
* SDR232110

Overview

In the BlackBerry Manager, when viewing the subscribed folders under the Choose Folders for Redirection option, the root folder is not listed as Mailbox - UserName, but displays the name of a different folder.

In BlackBerry Manager or on the BlackBerry smartphone under the View Folder option, some folders may also not appear in the correct folder structure. This may cause difficulties when subscribing to specific folders for email message redirection.

Cause

When the folder reconciliation process runs, the Novell GroupWise FolderID and ParentID of each folder is also retrieved, along with the Subscribed and Unsubscribed state. Currently, the Documents folder is not supported, so folders stored under Documents will not have the correct ParentID stored. This means that any subfolder under Documents may have a ParentID with a value of 0. When the folder list is generated, a folder with a ParentID value of 0 will be considered a top level folder and can be displayed at the top of the folder list. Other folders that were under Documents may show up on the main folder tree as the folder hierarchy is not correctly preserved.

Resolution

This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.


Workaround

Move any folders and subfolders from the Documents folder into the Cabinet folder. This will make sure that the folder tree is correctly read. Folders are checked for changes approximately every 15 minutes. After waiting half an hour, the correct folder list that is available to subscribe to should be visible in the BlackBerry Manager under the Choose Folders for Redirection option.

Once the folders are listed correctly in BlackBerry Manager, to force an update to the BlackBerry smartphone, on the BlackBerry smartphone complete the following:

1. Go to Options > Email Reconciliation > Wireless Reconcile.
2. Set the value to Off and then save the changes.
3. After a few minutes, set the value to On and save. This will send an updated copy of the folder list to the BlackBerry smartphone.
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