BlackBerry® Enterprise Solution

[HeavyChevy3500]

We have one user that is unable to sync deleted items. Ex: when he deletes email from either Outlook 2003 or webmail the changes do not sync. they are not deleted out of deleted items (hard delete reconcile is also turned on) and they are not deleted with shift+del.

We are using BES 4.1.6 and server 03 with sql 05

we recently upgraded his phone from a curve 8330 (running 4.5) to a storm 2 9550. (running 5.0)

we also have wiped the device multiple times.

we have also delete the user from the bes multiple times and check to have the bes remove the blackberry information from the mail system.

If we take the same phone and activate a different user emails are deleteing with no problems.

His email is cached but has always been cached even with his previous blackberry which had no problems at all.

I have no idea where to go next.

[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.

[HeavyChevy3500]

i checked all of that before i posted.

[knottyrope]

when you deleted the user, did you delete the stored data as well?

It is not a fast process and recreating a new user too soon will reuse the old data.

[HeavyChevy3500]

are you talking about the second prompt when you delete a user out of the BES?

[knottyrope]

Yes the second prompt.

[HeavyChevy3500]

Yes I do that everytime. how much time does it usually take. i wait untill i no longer see it in users pending delete before i ad them back in.

[knottyrope]

I forget how long it takes, But last time I gave it 30 min, added my self back, activated my device and the settings were gone.

I wanted a clean slate since the old settings were for an 8700 and upgraded to a 9700.

[HeavyChevy3500]

any other things i can try?

[knottyrope]

Remove user from BES.

Move affected users mail box to different storage group.

If new group has BES permissions then activate it after move.

info on move mail boxes
If you move a user between servers, you only need to perform the handheldcleanup.

If you move a user within a server (different mailbox database) you need to either:

1) Restart the server
2) Temporarily assign that user to a static mailbox agent

KB00142 - Cannot send or receive email messages because a mailbox has been moved

Restarts of a server are NOT required when moving users from one store to another. When doing a mass move however it does make things easier.