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Deleting email problem
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Old 02-02-2009, 01:33 PM
sep sep is offline
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Join Date: Feb 2009
Location: Canada
Posts: 12
Default Deleting email problem

I have a customer in an Exchange/BES environment. They've deleted an email from their Outlook inbox but it doesn't get deleted from their handheld Messages. They have issued Reconcile Now but it still doesn't get deleted. Their General Options setting in their messages have Hide Filed Messages set to Yes. They have also attempted to delete the email at the handheld. They do get prompted to "Delete Item?" and they choose Delete but the email message stays on the device.

We've tried to reset the BB by removing and reinserting the battery and still doing all the above but it still doesn't go away.

Has anyone seen this or experienced this? And most importantly, how does one fix this so the email can go away. BTW, this is occurring on more than one email message while other emails are fine and can be deleted.

Thanks in advance.
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Old 02-02-2009, 02:12 PM
Si's Avatar
Si Si is offline
Join Date: Nov 2008
Location: London, UK
Posts: 1,046
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Often when I come across this it's because someone is hard deleting messages from Outlook. BlackBerry 'follows' the email, so normally when someone deletes thenthe BES looks at where the message is gone, spots it in deleted items (or perhaps a folder if you've filed it) and then makes the change on the handheld. If a message is hard deleted then BES can't see where the email has gone, and in such instances will leave it where it is on the device inbox. You'll also get the same affect with mailbox delegates deleting emails.

It could also be service book related so perhaps resend service books to this device.
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Old 02-02-2009, 02:47 PM
Senior Network Engineer
Join Date: Feb 2009
Location: Amarillo, Tx
Posts: 1

You can set the BES to catch the Hard Deletes better.

In the Server Properties select Messaging
Set Hard Deletes Reconcilliation to True
Restart BES

Now when you Hard Delete or archive the message to a PST it will get deleted from the Berry.
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Old 02-02-2009, 07:39 PM
sep sep is offline
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Join Date: Feb 2009
Location: Canada
Posts: 12

Would any of these issues you guys described prevent the user from deleting the messages from his handheld? He gets prompted to Delete It and although he confirms the deletion they don't get deleted and stays on his Blackberry.
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Old 02-02-2009, 10:38 PM
hdawg's Avatar
Join Date: Nov 2008
Posts: 2,257
Blog Entries: 147

Was this device activated previously?

I'd back up the device using Desktop Manager and then clear out the messages database and see how it progresses...
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Old 02-05-2009, 11:39 PM
BES Administrator
Join Date: Jan 2009
Location: Trinidad and Tobago
Posts: 28

Exactly what hdawg mentioned....

Check out the Knowledge based article from the BTSC website for further details:

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