BlackBerry® Enterprise Server Version 5.0

[Suey1309]

Hi I have four users all with Bold 9780. Three are on Version 6.0.0.668 and one on 6.0.0.294 using Outlook Exchange on BES.

All four devices having issues with the blackberry reconciling the changes made in the mailbox. I have configured a test blackberry with the same OS and Model but not getting issues on that. I have checked the reconcile is set to Mailbox and Handheld, resent Service Books and also reactivated one of the Blackberry's but as time goes by the reconiliation gets worse. I've checked for software updates and other then the one on 6.0.0.294 they are all up to date.

Anyone have any ideas on this?

Thanks

[knottyrope]

This will explain a lot about reconcile and hard deletes
KB04863 - Permanent deletion of email messages in Microsoft Outlook does not reconcile to the BlackB...

link in above KB in case you missed it
KB04853 - How to enable hard deletes on the BlackBerry Enterprise Server

I have also changed the messages state size to 1000 and it cured 99% of our issues.
The performance hit and RAM increase is almost nil on the BES box.

On Device also double check:

Make sure that Wireless Reconcile is set to On. Sometimes toggling that to off, saving it, then turning it back on.
Messages Options - Email reconciliation -
Delete on Mailbox and handheld,
wireless reconcile = Yes
On conflicts = Mailbox wins.

If still not working and you moved a user mailbox.

KB20770 Email reconciliation does not work after moving a mailbox

Is the user over quota?

How to perform an email reconciliation test

How to verify the wireless email reconciliation process

How email reconciliation works on a BlackBerry smartphone

[Suey1309]

That sounds interesting i will definately have a read of that. What is a refID? Is it like an error code for the message?

[knottyrope]

refid can be found on the message and then you can scour the logs for it to see what has happened.

the BRK has message tracking that can help too.

[Suey1309]

I have completed the reconcile test as per KB11714 and it's worked how it should do however the blackberry isn't reconiling the other emails. For example the Mailbox shows 5 emails all unread. The Blackberry shows 12 Emails, 4 of those unread. It is still showing emails that have been deleted from the Mailbox.

I have used the reconcile now option, done a battery pull, resent service books but the Blackberry still won't reconcile to be the same as the Mailbox.

[Suey1309]

Sorry.. in adition to this any changes I makeon the blackberry replicate to the Mailbox within a couple of minutes.

[knottyrope]

from teh handset it will be fast. from outlook it will be slow

if it is not working on older messages, it might not have been set before so any change you make now will only affect new messages.

[Suey1309]

Sadly that is not the case. I have a test model which isn't reconciling. The blackberry was configured yesterday morning and the messages its showing on the Blackberry but shouldn't are from yesterday evening. Unfortunately my BES is locked down as it's controlled by a global higher being. Am i rightin thinking i can get the RefID's for these messages that it hasn't reconciled for the higher beings to investigate?

Thanks as always for your guidance on this Knottyrope.

[knottyrope]

ref ID is in the phone

How to display a RefID on BlackBerry smartphones with a virtual keyboard

How to obtain a RefId for items on a BlackBerry smartphone

How to track messages through the BlackBerry Enterprise Server using the BlackBerry Message Flow Rep...

a new device wont reconcile like an EAS device unless you first

Make sure that Wireless Reconcile is set to On. Sometimes toggling that to off, saving it, then turning it back on.
Messages Options - Email reconciliation -
Delete on Mailbox and handheld,
wireless reconcile = Yes
On conflicts = Mailbox wins.

[Suey1309]

Hi yes all those options have been set up and tried turning the wireless reconcile off and on again.