BlackBerry® Enterprise Solution

[jonesdavid189]

Hello,

I have a Blackberry enterprise user, the unread message status is not being updated on the occassional email. Most emails will update on the Blackberry when read on the computer. However this user is getting the occassional email where it will not update.

If reconcile now is run then the emails will update to the correct status. However, this doesn't seem right.

As far as I'm aware this is the only user out of about 200 which has this issue, also I have tried wiping and reactivating.

Cheers

Dave

[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