BlackBerry® Enterprise Solution

[loganitguru]

I have a user who is currently using one of the new BlackBerry Torch phones. He says that he doesn't receive all of his e-mails on his phone. He might go back to the office and have 4 new e-mails that he never got on his phone. Or the other big issue is that he gets an e-mail, opens it to look at it quick, and when he goes back minutes later to read it, it's gone! He works in the field all day long, so this is a real problem for him. He had the same issue with a BlackBerry Bold previously. Our Telecom Admin wiped the Bold and set it back up for him and it still had issues. So we decided to get him a new phone and give that a shot, and it's still having the same issue. His phone is set up to Reconcile on wireless, and if he deletes e-mail from his device it does not delete from the server. We use Exchange for our e-mail server.

The Telecom Admin and I are both stumped, and have no idea what to try. Any help would be appreciated!

Thanks,

Logan

[knottyrope]

is the user using a PST file or a IMAP/POP aaccount to access the mail box?

[loganitguru]

The phone is activated on a BES server. On the computer, Outlook is set up with an Exchange server.

[knottyrope]

outlook using cached mode?

are there any ohter devices accessing the mailbox?

[loganitguru]

I believe most users have cached mode turned on (seems to be the default when setting up a new Outlook account). So my guess is that his Outlook is set up in cached mode. No other devices should be accessing his mailbox.

[knottyrope]

please log on to the users mail box and see if all of their messages are in it or not, a guess wont do

[loganitguru]

Whether his computer is set up as cached mode or not, he's told me he does have all of his e-mails in his Outlook, they just don't show up on his phone (or they show up and then disappear). I will have to try to catch him in the office next week sometime to remote in and take a look at how his Outlook is set up.

[knottyrope]

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loganitguru wrote:

Whether his computer is set up as cached mode or not, he's told me he does have all of his e-mails in his Outlook, they just don't show up on his phone (or they show up and then disappear). I will have to try to catch him in the office next week sometime to remote in and take a look at how his Outlook is set up.

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Thats usually caused by Outlook pulling the emails off the server, what size is the users mailbox right now?

[jcatimpo]

i had experienced this as well on our organization, when the user receives an email, without reading it after 1 minute it disappears on the handheld, even after reading it also..

this is what i did:

1. check if the user's outlook data file is on PST or OST.. if it's PST then that is the problem.

2. if you have access on BES. check the hard delete option and set it to TRUE.

3. on the handheld, disable the wireless synch for about 1-2minutes and enable it again.

4. then try to send a test mail.