Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

inside custom component

BlackBerry® OS Smartphones

New Contributor
Posts: 5
Registered: ‎01-16-2013
My Device: Torch 9800
My Carrier: Rogers
Accepted Solution

Missing messages (emails) after re-initializing device via BES

Hey there,


One of my co-workers just brought me her BB and its indicating that the device simply un-synced or remove her from the profile. Contacts were missing, emails were gone, calendar meetings vanished etc............. . I logged into our BES server, set the activation password and pushed it out to the device. I have since logged into the device, re-created her Enterprise email account and everything seemed to have completed the initialization. Noticed that the Time Zone took a loooooong time to initialize. I veryfied the time and date and both were correct. I checked her contacts, calendar meetings and everythin seems to have come back yet all her emails have not returned. I have sent many test emails internally within our mail network and externally from my hotmail account and the device did in fact get them but only after the re-initialzation that I did this morning. Anything prior to today has not returned.


Any ideas ???



Guru II
Posts: 22,040
Registered: ‎04-01-2008
My Device: BlackBerry PRIV; BlackBerry Z30, Z10 and Q10 w/OS; PlayBook w/OS
My Carrier: AT&T

Re: Missing messages (emails) after re-initializing device via BES

It is likely that her device ran low on memory and deleted that data. It didn't "unsync" from the server. When the device runs out of memory it will delete data in order to continue running.

The reason old emails did not return when you re-activated on the BES is that feature only works when adding a new device (new pin) on the account or if you delete and re-add the account. If you simply re-activate the same device on the BES you will not get old emails repopulated. If you Google the mail issue you'll find there is a workaround but, if I recall it's a bit of a hack of the BES to get it to work.

Here are a couple of KB's that deals with the mail issue:



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!
New Contributor
Posts: 5
Registered: ‎01-16-2013
My Device: Torch 9800
My Carrier: Rogers

Re: Missing messages (emails) after re-initializing device via BES



Thank you for the reply, I verified the setting under the " message repopulation " option and all is set correctly. I know understand that if a re-initialization is performed it only populates mail from the time that the re-initialization has copmpleted which makes perfect sence. At this point I am not going " hack " the BES just for this one case. All seems to be fine now. Thank you for the information. It is much appreciated.


Thanks again