11-28-2013 08:00 PM
We have a user here with a Blackberry Bold 9900 who is experiencing a strange issue in relation to emails coming through to his device.
Essentially when he sends an email to anyone within our organisation (using remote lookup) and they reply, the response appears to come not from the sender but the first contact that is saved in his device. If the contact is added to his address book, then it displays the correct sender.
This only appears to happen on senders within our organisation. We have tested with multiple external accounts and it brings the correct information through in new emails and responses. Also if we put a contact with an external email address at the top of his address book (being the first contact by alphabet) it doesnt use that contact when a response from an unknown contact comes through.
1) New employee named John
2) Existing employee named Mark
3) Mark sends John an email from his Blackberry by looking up his contact with remote lookup
4) John receives email from Mark and replies accordingly
5) Mark receives reply on his Blackberry but it does not have John in the sender field, instead it comes from Andrew
6) Andrew is listed in Mark's address book as the first contact within our organisation (there is an Alan with external contact details)
7) If Mark adds John as a contact in his Address Book, everything works as it should.
So thats how we know it doesnt pick up the actual first contact alphabetically, but pulls the first contact (alphabetically) within our organisation as the sender. NOTE: everything from an exchange/outlook point of view works as it should all the time, only the Blackberry shows the wrong sender.
Obviously this is causing massive confusion as the original sender then replies to someone who it wasnt intended for. This has happened on more than one device now and for more than one user, so I assume it points to a problem with our BES server? Or perhaps something in a policy? We are running BES 184.108.40.206
Any advice would be much appreciated.
12-05-2013 06:44 AM
We're experiencing the same issue. Are you saying the work around is to add the affected internal email address to the user's contacts folder?
Have Blackberry encountered this before or given any hint of a solution yet?
12-05-2013 06:52 AM
12-06-2013 09:16 AM
I never liked the GAL for that.
We now use codetwo for public folder sync to users mailbox contacts which takes out the need for user to update anything.
HR changes the folder in public folders and then it syncs to all users after in seconds.
This is what we used to do if you dont want to spend money
Not the best solution but it works very well offline outlook, BB smart phones and windows um mobile things
This also teaches the user how to better manage their contacts via categories.
Also we have outlook do lookups in the personell list (copy to favorites and enable address book) and not use GAL.
HR can manage it easier from a public folder too as an added bonus.
How users update:
go to contacts
View arrange by category
Delete catagory personnel list
Goto public folders/personnel list
highlight first user
press ctrl a
Drag drop into contact folder
is this easy enough?
12-09-2013 11:20 PM
Surely this cant be the only option?
What exactly is causing the issue? If we're not the only ones having this issue, I am sure it has been reported previously to BB and they havent implemented a proper fix?
Doing this on each individual Blackberry device in our organisation would be an absolute nightmare.
12-10-2013 09:43 AM
you could get SP4 and latest MR to make sure your BES is up to date.
SP3 is almost 3 years old now.