08-12-2013 10:24 PM
Tried posting this on the phone forums, recieved a suggestion to try the BES forums instead. I am a user and not an Admin perosnally, but if anyone has any thoughts I can at least make suggestions to my admins to try and find a solution.
I'm using a corporate blackberry Bold 9900 running off a BES: unsure of the server version.
I have several subfolders set up under my inbox, with both server-side and client-side rules enabled. I have folder redirection enabled for all subfolders on the device. However, whenever I recieve a new email subjected to a server-side sorting rule, the below happens.
1) Email arrives. I can both open and view the email. The email will say "Folder: XXX" in the header
2) If I go via options/View Folder and select XXX, i can see the email there.
3) If I either manually click reconcile now or wait for the BB to reconcile automatically every 15 minutes, the email disappears from the device completely. Subfolder will record *No Messages*
The strangest thing is out of 15 or 16 rules, one or two of the server-side rules work (as in, the email will stay in Folder XXX post-reconciliation), and the others do not. The client-side ones obviously don't, nor do I expect them to. There does not appear to be any common ground between rules that work and those that don't: they are all varaitions on a "sent from XXX, move to XXX" theme.
My IT and BES admins are stumped: we've already tried wiping the device twice and deleting/reinstating my BES account once. We've also tried moving my account from one of our BES servers to another one, with no luck. My organisation is pretty large (30k+ employees) so it can be difficult to get a hold of a BES admin for extensive trial-and-error testing.
Has anyone ever experienced this error or similar before? At the moment the only way to keep emails on the device is to disable Wireless Reconcile, which is obviously less than ideal.
Any thoughts are greatly appreciated!
08-13-2013 09:34 AM
please make sure they are being redirected and that you have less than 10k items in each folder if on Exchange 2003, 20k for 2010. Also make sure you have less han 250 folders redirected as MAPI does have its limits.
you can also ask your BESAdmin to reload you on BES, this is a command in BAS located on bottom after you click on user name and dont have them remove and re add you just yet. You can do that as last fix and they need to remove you for about 2 hours to clear out the hidden folder on exchange.
also there is a handheld cleanup they could do as well which could fix this.
08-13-2013 09:39 PM
Thanks for your assistance!
Redirection is definitely on. I have a 2-day auto-archive set up on my desktop client which keeps the subfolders at manageable levels (all <20 messages). My inbox itself is significantly larger, but still well shy of 10k items... doubt this would have an impact. I only have about 16 net subfolders.
I've wiped the whole handset several (probably about 5 now...) times without much joy. While I'm not sure about reloading, we did remove and then re-add me twice.
The good news is that we think we may have found the issue: apparently an IT policy was accidentally applied to my profile forbidding folder redirection (didn't know this was possible...) We've since removed the offending policy, but for some reason the problem is still persisting 12hrs later.
Is there anything else we should be doing to finalise the policy change? Or any other associated reasons that might be causing the issue?
08-19-2013 03:29 AM
Just bumping this topic: for some reason the issue persists even despite the policy being removed.
A quirk of the rules that do still function even with reconciliation enabled seems to be that they are just not reconciling at all with server: if I read it on the handset, it won't carry to Outlook and vice versa. I have no idea why this should be the case.
Any assistance appreciated!
08-19-2013 10:45 AM
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.
Is the user over quota?
08-22-2013 04:54 AM
Thanks for the info.
Deletion has never really been an issue for me. With 2-day autoarchiving, I've never really had a need to permanently delete items either on the handset or on Outlook. My inbox rarely exceeds 200 items. I'm not sure whether there is something else to this entry that I'm missing?
KB4853 doesn't seem to open for me.
The device is definitely set up as specified.
I'm not sure whether email reconciliation can be defined as working/not working. For any item not subjected to sorting rules, the device works fine (email appears on the device, if I read it on either the device or the client it reconciles correctly to the other platform. Email stays on the device in the inbox after reconciliation). It is only if the email is sorted into a subfolder that the message disappears from the device.
Further to this, I performed the email reconciliation test which seemed to work perfectly: of course provided there were no sorting rules involved.
I haven't tried changing the message state size, will ask the admins if this is a possibility.
08-28-2013 11:47 PM
Bumping this again: nearly a month later and still no closer to solving the issue.
I am wondering whether the issue is not to do with the Blackberry and instead to do with the client (i.e Microsoft Outlook) or the Microsoft Exchange Server itself. Originally, back when the issue started, I had some kind of update done to my Outlook which may have included moving my mailbox... is there any chance this could be having an effect?
Basically, I think I've narrowed down the issue to folder redirection simply not functioning. As in, regardless of whether or not folders are selected for redirection on the handset, the emails are not received. As mentioned previously, we originally thought this was due to a mis-applied policy, but I am told the policy has been removed and folder redirection should now be enabled.
This issue is really beginning to drive me crazy because the only way to be sure I'm getting all my email on my device is to disable reconciliation, meaning I'm basically reading everything twice: once on the client and once on the device.
Is there anything else I can try?
08-29-2013 10:27 AM
do you run an archive in outlook or use a PST file for emails?