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New Contributor
Posts: 2
Registered: ‎12-19-2012
My Device: Blackberry Bold
My Carrier: Telus

Emails disappearing

Hello,

My professional email account is on Outlook. I can also get those emails on my BB. However, after a short while (usually 2-3 hours), those emails will disappear from my BB mailbox (but not from my Outlook box at the office). I don't think this is caused by an automatic deletion setting on my BB.

 

Any idea as to what the problem could be?

 

Thanks

 

JP

Hall of Famer III
Posts: 57,562
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Emails disappearing

Hi and Welcome to the Community!

 

Refer:

  • KB05133 Email reconciliation features for the BlackBerry Internet Service

If your email service is capable of reconciling Deleted Items to the BB, AND it is configured to do so, AND your Outlook is removing items from the server when it synchronizes to the server, THEN what you describe would be WAD -- Working As Designed. Not knowing exactly how your Outlook is configured (e.g., POP, IMAP, etc.), it's impossible to tell much more.

 

Further, if this is BES, then you need to talk to your BES admins.

 

Lastly, these might be helpful:

  • KB02843What is the Low Memory Manager feature on the BlackBerry smartphone
  • KB14320How to maximize free space and battery power on the BlackBerry smartphone
  • KB14213Call logs, SMS text messages, and email messages are deleted from the BlackBerry smartphone

Good luck!



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

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

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Guru II
Posts: 21,624
Registered: ‎04-01-2008
My Device: BlackBerry PRIV; BlackBerry Z30, Z10 and Q10 w/OS 10.3.2.2639; PlayBook w/OS 2.1.0.1917
My Carrier: AT&T

Re: Emails disappearing

This all depends on how your Outlook is set up. If your Outlook is set up via POP and downloads the mail from the mailbox, then deletes it from the server then the mail will disappear from your device during wireless reconcile. You need to make sure that Outlook leaves a copy of the mail on the server.

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New Contributor
Posts: 2
Registered: ‎12-19-2012
My Device: Blackberry Bold
My Carrier: Telus

Re: Emails disappearing

Ok thanks.

 

I will try to see if our support guys can help. Perhaps the problem lies with Outlook.

 

JP

Guru II
Posts: 21,624
Registered: ‎04-01-2008
My Device: BlackBerry PRIV; BlackBerry Z30, Z10 and Q10 w/OS 10.3.2.2639; PlayBook w/OS 2.1.0.1917
My Carrier: AT&T

Re: Emails disappearing

If this is a corporate setup then the usual reason for this is that you have Outlook set to move all mail to personal folders and remove the mail from the server. You'll need to have a copy of the mail stay on the server. So, rather than move the mail from the server mailbox to the personal folder, just move a copy to the personal folder.

--------------------------------------------------------------------------------
1. Please thank those who help you by clicking the "Like" button at the bottom of the post that helped you.
2. If your issue has been solved, please resolve it by marking the post "Solution?" which solved it for you!
Highlighted
Hall of Famer III
Posts: 57,562
Registered: ‎11-28-2008
My Device: PRIV (6.0.1/AAG111), Z10/Z30/Q10 (10.3.2.2813), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Emails disappearing

[ Edited ]

JPFortin wrote:

 

I will try to see if our support guys can help. Perhaps the problem lies with Outlook.



So, you are on BES? If so, then you definitely need them involved as they control, well, everything. Further, if they need assistance, there is an entire section of this forum site dedicated to BES admin help.

Good luck!



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

New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.

...................................................... ......................................................