Email deletes from Blackberry but not from Outlook 1

[debmarino]

Occasionally, I run into this problem with the type of Blackberry devices that I support, (example 8700). I have end-users inform me that they can delete an email from their Blackberry but when going back to their Outlook 2003, the email is still in their inbox.

I have tried the following
1. Check the Email Reconciliation to BB and Email
2. Wiped the hand held device, performed an Enterprise Activation, and rechecked the Email Reconciliation and reconcile now
3. Manually Sync the device

Any suggestions are welcome ...... thank you !!!!

 

[brontosaurus]

So, this only happens sometimes and not to all users? Do you see any kind of similarity between the types of emails that aren't reconciling?

 

[debmarino]

In regards to the BB question(s), this happens intermittently, some users experience this while others do not. Also, we do have another model that also has experiencing the same problem so it is not isolating to just one BB model. Also, there are no similarities to the emails. Thank you

 

[brontosaurus]

OK, so we should probably focus on the devices/carriers as opposed to the server. Can you recreate the problem? I see you mentioned "manually sync the device", which I assume to mean that you choose Reconcile Now from the blackberry. When you do that, do the emails delete? Also, are your users on one carrier, or is it mixed?

 

[debmarino]

At the moment I do not have a device that I can replicate the problem. Yes, I do choose Reconcile Now from the blackberry and no it will not delete the email from Outlook when I do that. The only carrier that we use is Cingular. Thank you

 

[brontosaurus]

Do you ever have this issue in the reverse direction? That is, do your users ever say that sometimes when they delete in Outlook, it doesn't delete on the blackberry? If not, and as long as the devices are set to reconcile on both "mailbox and handheld", then the only logical reason I can see for this happening is that users are losing network connectivity for some period of time, and when they get back online, the desktop side "wins" the reconciliation conflict battle.

 

[debmarino]

Yes,this occasionally happens with reverse direction. It some instances, the mailbox and handheld feature has worked and not sometimes it has not. Question though, although you do mentioned about Network dropping, it does happen with all of the client's emails. So, i.e. any emails the client deletes, it will not reflect on the outlook. Would it not happen sporadically instead? Thank you!!!

 

[brontosaurus]

It would be sporadic, but it would involve any emails that were touched during that period of downtime. Make sure to stick with the "Mailbox and Handheld" setting though, that's the only way you're going to get reconciliation in both directions, no matter what the situation. One other thing to do is make sure you've got the latest software patches and firmware updates across the board.

 

[debmarino]

Thank you again for all your assistance and feedback, I will check on the updates and current patches.