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New Contributor
Posts: 2
Registered: ‎09-28-2011
My Device: non-BlackBerry user
My Carrier: N/A

Help with a strange sync issue

[ Edited ]

Hello, I'm hoping somebody will have an idea about this problem -- I sure don't.


We use Outlook in our environment. Outlook service is hosted, as well as the BES, so I don't know what version the BES is, if that matters. Outlook and Exchange are 2007.


This one user is having an odd problem I've never seen -- she's trying to move messages out of her Inbox into other folders of her mailbox. That works fine. Once she's done that, those same messages are copied back to the Inbox (seemingly by the BlackBerry), while the original ones she just moved remain in the folder she just moved them to. It's been happening for a few weeks now.


A while back, she had a more standard synchronization issue so I gave her some typical troubleshooting steps (regenerate encryption key, remove CMIME service book, pull battery out, restart phone, undelete CMIME service book, re-regenerate encryption key), so she tried following those steps for this issue, but it has not helped.


Her carrier is Verizon and she has a BB 9630.

Does anybody have an idea? Thanks!

Guru III
Posts: 32,226
Registered: ‎06-25-2008
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Re: Help with a strange sync issue

not sure if they will change the host server since it will affect all domains on it.




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



also is hide filed messages tuned on at device?


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New Contributor
Posts: 2
Registered: ‎09-28-2011
My Device: non-BlackBerry user
My Carrier: N/A

Re: Help with a strange sync issue

Thanks for the response. I do not have access to the BES or Exchange server at all, so I can't change anything there. The user is not over quota, I double-checked. The mailbox was not moved either. I also double checked something with the user before responding, and she is indeed moving those emails to a PST file rather than a folder of her actual mailbox, so that's a key clue. I'm going to recommend she check the wireless reconciliation and conflict settings as a start.