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New Member
Posts: 1
Registered: ‎09-18-2012
My Device: Blackberry Torch 9800
My Carrier: Rogers

Email no longer synching

I have the Torch 9800 and I have had my email from work funtioning well on it for two years.  I did an OS upgrade and email is no longer syncing.  My email downloads from the server, but if I delete it or file it on my desktop, it's not reflected on my BB.  So, my email is getting more full all the time.


I have uninstalled and then re set-up my email and it hasn't fixed the problem.  I have also verified that in the settings the "deleted items" box is checked.


My work/corporate email uses Zimbra.  And i am not on the BES.  I can't figure out why this has stopped working after two years.


Any advice?

Hall of Famer III
Posts: 58,818
Registered: ‎11-28-2008
My Device: DTEK50 (AAI82), PRIV (AAI795), Z10/Z30/Q10 (, Playbook (
My Carrier: TMobile USA

Re: Email no longer synching

Hi and Welcome to the Community...and apologies for the delayed reply!


Hopefully you already got this resolved, but just in case...


That's a rather tricky situation indeed...refer to this KB:

  • KB05133 Email reconciliation features for the BlackBerry Internet Service

That governs what should and should not work between your BB and your email server. All I can surmise in your situation is that, when you configured 2 years ago, your server met the criteria for deleted item synchronization from server to BB (e.g., it was IMAP). Now, for whatever reason, something changed and it no longer meets that criteria (e.g., it is now identified as part of HotMail or MSN). Doing the OS upgrade in effect re-configured things...as well as when you did the manual reconfiguration, and that's why the capabilities changed (old capabilities remain in effect until reconfiguration within BIS).


There also have been upgrades to BIS over the years...it's also possible that, when you configured 2 years ago, your email service did conform, but that BIS, in it's upgrades, has lost that ability for your email service. An end user continues to run on the version of BIS that they have until they remove all email configurations from BIS and re-create them...only then does the new BIS, with whatever capabilities it has, become active.


All in all, it's basically a guessing game here since no one here can have "insider" insight to anything authoritative. All in all, though, the capabilities are governed by that KB, so what is says is how things should function.


Note also delays...email delivery to the BB typically happens within 20 minutes of arrival into the mail server. But, other reconciliations do not have the same priority...they can take much longer (I've seen 24 hours and longer at times!), and are affected by a great many things (internet traffic, mail server traffic, BIS traffic, etc.).


Good luck!

Occam's Razor nearly always applies when troubleshooting technology issues!

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