Welcome!

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

Reply
Forums Veteran II
Posts: 2,744
Registered: ‎04-01-2008
My Device: Bold

Receiving duplicate email messages when using the BlackBerry Internet Service (KB13528)

KB13528 - Receiving duplicate email messages when using the BlackBerry Internet Service

Problem

The BlackBerry smartphone user receives duplicate email messages on the BlackBerry smartphone.

Cause

This issue may be caused by one of the following:

  1. The BlackBerry smartphone and email address are set up with the BlackBerry Internet Service and are ...
  2. The Auto Blind Carbon Copy (BCC) field in the BlackBerry Internet Service account is set to use an e...
  3. A forwarding rule is set up on the messaging server to forward email messages to a BlackBerry email ...
  4. A corrupt forwarding rule set up on the messaging server is sending multiple copies of an email mess...
  5. A Microsoft® Exchange email account is set up with the BlackBerry Internet Service using the Interne...
  6. The number of email messages in the Novell® GroupWise® mailbox exceeds the number of email messages ...
  7. An email account set up on an IBM® Lotus® Domino® server is associated with the BlackBerry Internet ...
  8. The message unique identifiers (UIDs) for email messages located on the messaging server are changin...
  9. One or more integrated third-party email accounts is an alias of another third-party email account t...



Resolution

Complete the appropriate resolution for the cause.

Cause 1

An email account has been set up with the BlackBerry Internet Service, either as an integrated email account or as a forwarding rule to the BlackBerry email address. The same email address and the BlackBerry smartphone associated with it are also activated on the BlackBerry Enterprise Server or using BlackBerry Desktop Redirector.

The Received Using field in duplicate email messages indicates if email messages are from the BlackBerry Enterprise Server or the BlackBerry Internet Service address.

Resolution

Remove the BlackBerry Internet Service email account integration or stop the messaging server from forwarding email messages to the BlackBerry Internet Service account.
  • For instructions on how to remove a BlackBerry Internet Service email account integration, see KB04258.
  • For information about the messaging server, contact your administrator.

Cause 2

The Auto BCC field in the BlackBerry Internet Service account is set to use an email address that is already associated with the BlackBerry smartphone.

Resolution

Remove the address in the Auto BCC field in the BlackBerry Internet Service account. For instructions, see KB10818.


Cause 3

An email account is set up with the BlackBerry Internet Service. A forwarding rule is set up on the messaging server to forward email messages to the BlackBerry email address.

The first copy of an email message is delivered from the messaging server to the BlackBerry email address, <username>@<wirelessserviceprovidername>.blackberry.com, using a forwarding rule. The second copy of a message is delivered when the BlackBerry Internet Service connects to the messaging server and recognizes the new email message.

The Received using field in duplicate email messages indicates if email messages are from the BlackBerry Enterprise Server or the BlackBerry Internet Service address.

Resolution

Complete one of the following:

  • Remove the associated account from the BlackBerry Internet Service or remove the forwarding rule on the messaging server that is sending email messages to the BlackBerry email address. Contact your administrator about the forwarding rule.
  • Remove the account association from the BlackBerry Internet Service account. For instructions, see KB04258.
  • Remove the forwarding rule from the Microsoft Exchange Server. For instructions, see KB04434.
  • Remove the forwarding rule from Microsoft® Outlook®. For instructions, see KB04442.
  • Turn off the forwarding option from your third-party email account. For more information, see the following articles:
    • For Adelphia® accounts, see KB04391.
    • For Google® Gmail® webmail accounts, see KB04022.
    • For Optonline® accounts, see KB04285.
    • For Yahoo!® Mail Plus accounts, see KB04388.

Cause 4

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

Resolution

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

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




Cause 5

A Microsoft Exchange email account is set up with the BlackBerry Internet Service using the IMAP protocol. The IMAP protocol allows all email messages to be stored and accessed directly on the messaging server instead of being downloaded to an email application.

Resolution

Re-associate the Microsoft Exchange account with one of the following:

  • A Post Office Protocol (POP) account. For instructions, see KB02189.
  • A Microsoft Outlook Web Access account. For instructions, see KB03133.

Cause 6

The number of email messages in your Novell GroupWise mailbox exceeds the number of email messages Novell GroupWise allows the BlackBerry Internet Service to read.

By default, Novell GroupWise allows the BlackBerry Internet Service to access the first 100 items in the Novell GroupWise mailbox. As a result, email messages are re-sent to the BlackBerry smartphone.

Resolution

Increase the number of email messages the BlackBerry Internet Service can read in the Novell GroupWise mailbox.

  1. Go to your wireless service provider's BlackBerry Internet Service web site and log in to your account.
  2. Remove the associated account. For instructions, see KB04258.
  3. Estimate the number of new email messages your Novell GroupWise mailbox receives while you are away from your computer.
  4. Ask the Novell GroupWise administrator to allow the BlackBerry Internet Service to access to a higher number of email messages than estimated in step 3. For instructions, see KB03217.

    If the Novell GroupWise system settings cannot be changed, see the following Workaround.

  5. Create space in your Novell GroupWise mailbox by deleting or filing email messages.
  6. Re-associate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.

The BlackBerry Internet Service should begin retrieving new email messages from your Novell GroupWise mailbox and forward them to your BlackBerry smartphone.

Note: To prevent this problem from recurring, delete, or file the email messages in your Novell GroupWise mailbox regularly.


Cause 7

The IBM Lotus Domino server includes functionality that temporarily deletes email messages from the inbox before adding them again with the same message ID. The BlackBerry Internet Service removes deleted email messages from its list of known message IDs. When the email messages are added to the inbox again, the BlackBerry Internet Service identifies them as new email messages. This is by design.

Resolution

To resolve this issue, complete one of the following procedures.

  • Mare sure that the message IDs of email messages in the associated account do not change or that email messages are not added back to the inbox of the associated account. Ask your administrator if the message IDs are changing.
  • Delete email messages from the BlackBerry smartphone using the Mailbox & Handheld setting (email messages will be deleted from the associated email account messaging server and will not be retrieved again by the BlackBerry Internet Service). For instructions, see KB11830.

Cause 8

The BlackBerry Internet Service downloads any email message with an email message UID that it did not find during the previous connection. If the email message UIDs are changed by the messaging server, duplicate email messages are received. This behavior also applies to any email message that has a blank UID.

Resolution

To resolve this issue, complete one of the following procedures.

  • Make sure that the message UIDs of email messages on the integrated account messaging server do not change or that email messages are not added back to the inbox of the associated account. Ask your administrator if the message UIDs are changing. In the case of an email message that has a blank UID, have your administrator remove the email message from the email server to prevent it from being delivered repeatedly.
  • Delete email messages from the BlackBerry smartphone using the Mailbox & Handheld setting (email messages will be deleted from the associated email account messaging server and will not be retrieved again by the BlackBerry Internet Service). For instructions, see KB11830.

Cause 9

One or more integrated third-party email accounts is an alias of another third-party email account that is associated with the BlackBerry Internet Service account. An email message that is sent to an integrated third-party email account and and its alias is delivered to the same mailbox on the host messaging server. The BlackBerry Internet Service scans the host messaging server for each association, regardless of aliases. This is by design.

Resolution

To resolve the issue, complete one of the following steps:

  1. Contact the messaging server administrator to create a separate mailbox for the aliased email address.

Note: Remove and re-associate the previously aliased email address with the updated email account credentials.

Note: The following does not apply to Microsoft Exchange or Microsoft Microsoft Outlook Web Access associations.

  1. Create filters in your BlackBerry Internet Service account to prevent email messages sent to the integrated third-party email account from arriving on your BlackBerry smartphone.

Example

  • The email address alpha@<domain>.com is associated with the BlackBerry Internet Service.
  • The email address, beta@<domain>.com, is an alias of alpha@<domain>.com, and is also associated with the BlackBerry Internet Service. Email messages sent to either email address are delivered to the same Inbox on the <domain>.com messaging server.

By default, an email message sent to either alpha@<domain>.com or beta@<domain>.com arrives on the BlackBerry smartphone in duplicate.

To resolve this issue, perform the following:

  • Create a filter applied to alpha@<domain>.com with the following settings:

  • Create a filter applied to beta@<domain>.com with the following settings:

The BlackBerry Internet Service should no longer redirect email messages addressed to beta@<domain>.com to the BlackBerry smartphone using the alpha@<domain>.com association.

Important: If an incoming email message has been addressed to both email addresses in the To field, this filter configuration prevents delivery of the email message to the BlackBerry smartphone.

------------------------------
If you've found a solution through a post; please mark it as a solution.
If someone's was particularly helpful, give them kudo's!.


Get busy living, or get busy dying.

http://blog.port3101.org/hdawg/
New Member
Posts: 1
Registered: ‎02-24-2009
My Device: Not Specified

Re: Receiving duplicate email messages when using the BlackBerry Internet Service (KB13528)

Hi there - I think I am having problems associated withg Cause 9 in that in google mail I have another pop email address associated so that I can send using this email address, but then I have both addresses setup seperately in BIS. When I receive a mail from GMAIL I receive a duplicate with "received by: unknown" in the header. I had gmail setup so that it would send using by pop email address as default.

 

In your answer the settings for the two filters you recommend creating are broken links and I canot actually see them. What are they?

 

Also What do you recommend setup wise with gmail and a pop account. Some people say it is better to get gmail to receive the pop mail account and run the whole account from there. Blackberry doesn't seem to like this setup very much. Should I completely dissociate the pop account and to try and clarify the distinction between the two? Or should I setup a second gmail account and have that poll my pop account and then have the blackberry feed off these two gmail accounts? The reason I am considering this option is gmail provides a lot of storage and online continuity and this would effectively persist my account.

 

Your help would be much appreciated.. I have had blackberry woes now for over a month and I have spent hours with various support personel, tried deleteing and sending down new service books etc etc but had no luck yet.

 

thanks,

Nathan 

New Member
Posts: 1
Registered: ‎12-03-2009
My Device: Curve 8520
My Carrier: T-mobile

Re: Receiving duplicate email messages when using the BlackBerry Internet Service (KB13528)

[ Edited ]

Hi, we have the same problem.   We have Exchange 2007 server and BIS plan.  The duplicate email only exist with the new blackberry devices (8520, 8900).  We have blackberry 8700, and this problem doesn't exist.  The issue we're experiencing is that when we reply in Outlook or OWA to a message, the original message gets re-sent to BB device (but not in outlook).  That means, if we reply to the same message 5 times, the same original message will reappear in BB device 5 times, too.  Based on KB13528, it falls on  #5, but I hate to use POP as it doesn't do a real time synchronization.  With IMAP connection, I get new messages just in few seconds and when I delete messages I have the option to delete it in my email inbox too.  So, there's an advantage of having IMAP connection.  Is there a permanent solution for this bug?  I spent 12 hours with our Exchange server vendor and they concluded that this is a blackberry bug.