Other BlackBerry® Smartphones

[stagemgrrob]

I am the network admin for my company and I have a user that is complaining that she is receive duplicates of her incoming mail.  According to her, the device was working fine up until this past Sunday.  She had been out of the country for a couple of weeks and returned on Sunday.  At that point she started getting the duplicated e-mails.  We are use a BES on an Exchange Server 2003.  I have done the follow:  1) I removed her from the BES and re-added her then re-assigned the BB.  2) I had the BES wipe the BB device and re-assigned it.  3)  I had the BB wipe itself and used an activation password.  4) I update the OS on the BB and re-activated it.  After each trail the device seemed to work for a bit but would go back to receiving double e-mails.  I have spent several hours looking at  the knowledge base to see if there were any answers there.  I am pretty sure that we are NOT using a BIS for her.  We have other people that are using the same style BB and are not having any problems.  I am at a loss as to how to fix the issue and she has told me that she receives quite a lot of e-mail daily.  Please any help would be nice.

Rob

[bbhorrigan]

Sounds like the user is on the BES, and also set up her email account using BIS.  open the messages and see if they are coming from 1. desktop secure and 2. the email address.  To do this, scroll to the very top line of an email. If thats the case, call the carrier or log into the BIS site and remove that users BIS account.

[bbhorrigan · Accepted solution]

I would assume when she went out of the country, she could not get on the BES, and she set up her email address using OWA or something, happens alot more then you think.  If that is not the issue, is the user getting duplicate messages in outlook or is it just the blackberry?

[stagemgrrob]

I've done that.  One message always "Received Using: Desktop (Secure)" and the other one always comes from "received using: Unknown".  The Unknown message always has a positive Ref ID.

[stagemgrrob]

User not set up OWA to the best of my knowledge and the duped message only appear on the Blackberry.

[bbhorrigan]

Did you check her rules?

[stagemgrrob]

Where would I go to check her rules?

[bbhorrigan]

From

A corrupt forwarding rule set up on a messaging server is sending multiple copies of the same email message to a hosted BlackBerry email address.

Resolution

Remove the corrupt forwarding rule from the messaging server. Ask your system administrator to determine if multiple copies of email messages are sent using the existing forwarding rule.

The message ID's of the duplicate email messages will be different for each copy because the messaging server is sending a separate copy of each email message.

A walkthrough on how to do it

http://www.blackberry.com/btsc/microsites/search.do?cmd=displayKC&docType=kc&externalId=KB04442&slic...

[Bifocals]

Hi,

While this link doesn't contain a solution as you have already wiped the device, it does

explain what may have happened to cause the error. Please read the excellent post

by BUMPLEPIE.

Thanks,

Bifocals

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http://supportforums.blackberry.com/rim/board/message?board.id=General_Functions&thread.id=3174

[stagemgrrob]

User has no rules set up to forward mail to a BIS, only rules for moving messages to different folders.