BB Professional - Move in Outlook/Stays on Device

[Borvik]

We are using the BlackBerry Professional Software (as an alternative to BES with is more costly) for Exchange.

I have a user that is questioning about moving an item in his Outlook to another folder, yet the item stays in the message list on the BlackBerry.

Is there a setting either on the BlackBerry (Storm btw) or in the BlackBerry Manager that I can set to have it sync this moving of email messages? (Oh and "Hard Deletes Reconciliation" on the server is set to True).

Thanks.

 

[rawle24]

On the device go to Email > Options > General Options > there is an option there "Hide Filed Messages" Choose YES

 

[Borvik]

If you mean "Hide Read Filed Messages" then I've already done that - didn't seem to have an effect.

 

[rawle24]

If it does not work then probably the device OS is bad; try wiping it and reloading the OS unless someone else has another solution.

 

[Borvik]

Bad OS?

The phones are brand new (Oct. 22), and the very first thing I did was to upgrade the OS to v5.0.0.328.

This issue has happened from the beginning.

Thanks for the responses rawle24.

Any other ideas anyone?

 

[jpaf]

Does the user leave it 15-20 mins after they have filed the message and then check the device or are they expecting to see the change immediately?

The moving and deleting of messages in the mail client are not necessarily sync'ed to the device immediately. These functions are treated as lower priority by the BES/BPS server than message delivery, Calendar and PIM sync and will normally be carried out in batches at regular intervals.

If there is an issue you should see errors in the MAGT logs for this user. Open a message on the device that you know has been moved a while ago. Hold down the ALT key and type VIEW, this will open the hidden properties of the message and show you the REFID and FOLDERID of the message. You can then search the BPS server logs for that REFID and see what's happening.

Regards
jpaf

 

[Borvik]

I ran a test on the 10th, and created a folder (under the inbox) and moved an email into it.

It is now much more than 15-20 mins after the message has been filed. The blackberry now shows a folder icon next to the message, but it is still there.

As far as the logs go - I didn't see an error. I found three places in the log concerning the REFID: the initial arrival, the status change (read), and the move. Here is the relevant log lines for the move:

[40692] (12/10 13:14:58.468):{0x106C} {user@email.com} Starting message moved rescan
[40586] (12/10 13:14:58.468):{0x106C} {user@email.com} FindAndQueueAllMovedMessages - New Move detected, queueing for RefId=-1657135863
[40693] (12/10 13:14:58.468):{0x106C} {user@email.com} Message moved rescan completed
[40000] (12/10 13:15:43.701):{0x225C} [BIPP] Ping 45630 sent
[40000] (12/10 13:15:43.701):{0x228C} [BIPP] PingResponse 45630 received
[30262] (12/10 13:15:58.482):{0x106C} {user@email.com} Preparing OTAFM Batch
[40561] (12/10 13:15:58.482):{0x106C} {user@email.com} Batching Move for RefId=-1657135863, status=1, current folder=-8, previous folder=-3, TransactionID=-890035783
[30289] (12/10 13:15:58.482):{0x106C} {user@email.com} 1 OTAFM commands sent in batch for TransactionId=-890035783, Tag=16533, size=58
[40279] (12/10 13:15:58.482):{0x106C} {user@email.com} SubmitToRelaySendQ, Tag=16533
[40000] (12/10 13:15:58.482):{0x225C} [BIPP] Send data, Tag=16533
[30066] (12/10 13:15:58.482):{0x106C} Total Msgs Pending 92
[40000] (12/10 13:16:10.278):{0x228C} [BIPP] Received status DELIVERED, Tag=16533
[30201] (12/10 13:16:10.278):{0x1994} {user@email.com} OTAFM batch has been DELIVERED to device, Tag=16533
[40536] (12/10 13:16:10.278):{0x1994} {user@email.com} Updating messages in OTAFM batch, TransactionID=-890035783
[30066] (12/10 13:16:10.309):{0x1994} Total Msgs Pending 91

 

[jpaf]

OK, if the message on the BlackBerry has a folder icon instead of a message icon, that means the BES sent the info to the device, which your log snip shows. As you mentioned, the status=1 entry in the log line also shows that the message state is READ. So the BES is doing what it's supposed to do.

Therefore if the device has been configured to "HIDE READ FILED MESSAGES" and the device is still showing the message as FILED and READ, then something is wrong with the device or the properties of the message itself. Does it happen with ALL messages for this user, all users on the BES?

You could try toggling that setting off on the device, save, then toggle it back on and save to see if that prompts it to hide the filed & read message.


Cheers
jpaf

 

[Borvik]

Ok, I've confirmed it working with one of my users (this user had the setting off).

I'll have to confirm this with my other users though.

Thanks.