BlackBerry® Curve™

[alecswirski]

Hello,

     I am looking for some help with one of our customer's phones.  They have a Blackberry 8900 on T-Mobile and are unable to reply to certain emails.  Recently, their email accounts were reset, due to a configuration error on T-Mobile's end.  When we set her email accounts back up, her old emails are stored on the device in the messages folder but she is unable to reply to anything prior to the accounts getting messed up.  New emails sent to her device are not a problem, those reply just fine and she is able to forward the old messages, just not reply to them. 

     She is running the latest device software for the 8900, I believe 4.5, we have resent service books and spoken in depth with T-Mobile's technical care department.  No one seems to know how we can get this corrected so she can reply to her old emails.  Any ideas, please help!

[sdgardne]

Hi and Welcome to the Forums!

Couple of things...

Not knowing what the configuration error was at TM, we'll be making some guesses...

Not knowing what "unable to reply" means is also a challenge -- what, exactly happens? Does she not have a Reply button? Does she have that button but the item never sends? Does an error message appear? Does an NDR return? Again, not knowing that detail causes us to further make guesses...

In light of those challenges -- my guess is that it sounds as if somehow in that configuration error the Reply To information was corrupted upon receipt, which would indeed make the ability to reply non-functional. And, since those messages are already in the messages database, there's no way to change them...using forward until those are out of queue is what would most likely be required.

Let us know!

[alecswirski]

Sorry about that! 

     She has the option to reply on these old emails but when she goes to send it, there is no option to send, only to save to drafts.  T-Mobile changed the internet feature on the account and, for some reason, it deleted the email accounts from her line, we had to set them back up manually from the phone/their website. 

     At the moment she is just forwarding her messages but there are a lot of them and she basically has to copy and paste all the recipients into each new email, which is very frustrating.  This will be a short term issue as her new emails are working fine but I was hoping for a way to link those old messages to the "new" email account/configuration.

[sdgardne]

Hmmm...unfortunate. But it does sound that my theory is correct. BB's restrict replies to going out via the BIS conduit through with they were received (unlike Outlook, for instance, where you can change which integrated account any email you create goes out through, whether reply, forward, new email, etc.). In the configuration change, the integrated email account (into BIS) was not only removed but it sounds as if the entire BIS account was also reset. Which, when you then created the new email integration, somehow the HH must be sensing that the new email account is somehow different from the account through which the emails were originally received...in which case it has no conduit to use for the required same-conduit reply, which must be then blocking the "send" button from working at all. Unfortunate. If she also has, for instance, Outlook, then she could use that to perform the replies for these now-orphaned (on the HH) messages...

Good luck!

[sdgardne]

I just had another thought...be sure to try these steps (in order)...

1) Register HRT

• Homescreen > Options > Advanced Options > Host Routing Table > (it does not matter which line is current) > Register Now

2) Resend Service Books

• KB02830 Send the service books for the BlackBerry Internet Service

3) Batt Pull Reboot

• Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Hopefully that will get things going again for you!