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Originally Posted by smm115 ok sorry to bump this up, but I still haven't found ... BlackBerry Internet & Email forum

  1. #16
    Eddie_gauge's Avatar
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    Re: No OWA mail to BB through BIS

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    Quote Originally Posted by smm115 View Post
    ok sorry to bump this up, but I still haven't found a soultion as to why my emails no longer come to my bb. For the past few months I've just had the emails forwarded to my blackberry.net email account which works great, except that I can't see who else is included on the email and I can't reply all. I've spoken with my IT guy and he has no idea what kind of settings could have been changed on my email account that would not allow my bb to work while I know of at least 4 other people on Verizon that still receive their emails without a problem. Is it possible that the problem is with my phone and not with my email server or with Verizon? I'm just kind of hoping for some insight before I take time to go into a Verizon store and complain.

    As always, thanks for any help you guys can provide.
    Hi again smm115. Sorry to hear you are still having issues. The first thing i would do in this case, given all you have already tried, is delete and readd the email account from the phone. After you do send an email to your email address. After a reintegration the BIS server will force fetch email within 3 Mins. If it still is not working then i would try this.
    Unable to receive email messages from an integrated Microsoft Outlook Web Access account

    Doc ID : KB10870
    Last Modified : 2008-01-10
    Document Type : Support


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    Environment
    • BlackBerry® Internet Service
    • Microsoft® Outlook® Web Access
    Note: To determine which version of the BlackBerry Internet Service you are using, see KB04989.


    Problem

    The BlackBerry smartphone user is unable to receive email messages from an integrated Microsoft Outlook Web Access email account, even after confirming that all integration settings are correct.


    Cause

    This issue might be caused by one of the following:
    1. The Microsoft Outlook Web Access email account has been integrated using the incorrect mailbox name.
    2. The integrated Microsoft Outlook Web Access email account has become invalid.
    3. The service book for the integrated Microsoft Outlook Web Access email account has become corrupted.
    4. Email messages are being redirected to a subfolder.
    5. The cached exchange mode is turned on in Microsoft Outlook.
    6. There are email messages in the Inbox of the Microsoft Outlook Web Access account with attachments larger than 8 MB.
    7. Email message count for the integrated Microsoft Outlook Web Access email account is too high.
    8. Email messages are being downloaded to a personal folder (.pst) file.
    For additional Causes, see KB02169.


    Resolution

    Cause 1

    The Microsoft Outlook Web Access email account has been integrated with the incorrect mailbox name.
    Resolution

    Remove and re-integrate the Microsoft Outlook Web Access email account using the correct mailbox name. For more information, see KB03133.
    Cause 2

    The integrated Microsoft Outlook Web Access email account has become invalid.
    Resolution

    Revalidate the email account by logging in to your BlackBerry Internet Service account on your service provider's web site and typing the username and password for the integrated account. For instructions on how to revalidate your email account, see KB05255.
    Note: Microsoft Outlook Web Access might currently be unavailable on the messaging and collaboration server, due to maintenance, upgrades, or because the messaging and collaboration server has been turned off.
    Verify with the IT Administrator that the Microsoft® Exchange Server and the Microsoft Outlook Web Access account are available. Attempt to make an HTTP connection to the Microsoft Outlook Web Access site associated with the Exchange Server. For example, https://mail.<domainname>.com/exchange.
    Cause 3

    The service book for the integrated Microsoft Outlook Web Access account has become corrupted.
    Resolution
    1. Remove the integrated Microsoft Outlook Web Access email account. For more information, see KB04258.
    2. Integrate the Microsoft Outlook Web Access email account again. For more information, see KB02189.
    Cause 4

    Email messages are automatically being redirected to a subfolder. BlackBerry Internet Service only checks the Inbox folder and email messages redirected in this way will not be delivered to the BlackBerry smartphone.
    Resolution

    Remove the rule that redirects email messages to a subfolder. Confirm that test email messages appear in the Inbox folder in the Microsoft Outlook Web Access account.
    Workaround

    Reconfigure the rules within the Microsoft Outlook Web Access account to copy to the selected folder rather than to move the email messages to the selected folder.
    This will result in duplicate email messages in Microsoft Outlook Web Access and Microsoft Outlook, but will cause the email messages to arrive on the BlackBerry smartphone. Inbox email messages can be deleted, leaving the filed copy within its subfolder.
    Cause 5

    The Cached Exchange Mode is turned on in Microsoft Outlook. Similar to the Offline Folders option in versions prior to Microsoft Outlook 2003, Cached Exchange Mode stores all Microsoft Outlook information on a locally stored .pst file, which is inaccessible by the Microsoft® Exchange Server. Since this .pst file is inaccessible by the Exchange Server, it is also inaccessible by the BlackBerry Internet Service.
    Resolution

    Turn off Cached Exchange Mode in Microsoft Outlook by performing the following steps:
    1. Open Microsoft Outlook.
    2. Click Tools.
    3. Click Email Accounts.
    4. Select View or Change Existing Email Accounts and click Next.
    5. Select Microsoft Exchange Server from the list and click Change.
    6. Under the name of the Microsoft Exchange Server, clear the Use Cached Exchange Mode check box.
    7. Restart Microsoft Outlook.
    Cause 6

    There are email messages in the Inbox of the Microsoft Outlook Web Access account with attachments larger than 8 MB.
    Resolution

    Delete or move the email messages with large attachments to a subfolder or to a local .pst file.
    Cause 7

    The email message count for the integrated Microsoft Outlook Web Access email account is too high.
    Resolution

    Reduce the email message count to less than 900. Email messages can either be moved to a subfolder or deleted.
    Cause 8

    The BlackBerry smartphone user's Microsoft Outlook email application is set to download email messages to a .pst file, which removes them from the Microsoft Outlook Web Access interface.
    Resolution

    Change the setting in Microsoft Outlook to keep the email messages on the messaging server, rather than having them downloaded to a .pst file.

  2. #17
    smm115's Avatar
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    Thanks for the help guys, but still no email. I spoke with Verizon Support and even convinced them to send me a replacement phone, in case that it was a setting on the phone blocking my emails. I tried to get the Verizon people to connect me with RIM support, but they said they would only talk to me in a conference call with my IT department. I've been over this with my IT staff and they explained to me that BIS works the same way as getting your mail through the OWA. So in theory, if I can access my email through Internet Explorer, BIS should be able to do the same. Is this how it really works? If so, this would have to be a problem with the BIS Servers right?

  3. #18
    GaryF's Avatar
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    smm...

    Maybe this is too simple to ask but I did not see it in the thread - is your Outlook set to "leave a copy of messages on the server"? under the advanced account settings? This is a very common cause of no emails hitting BB in a BIS environment.
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  4. #19
    smm115's Avatar
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    I don't see that option, but if I remember correctly, as long as the "Cached Exchange Mode" is turned off in Outlook 2003, messages are kept on the server?

  5. #20
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    I dont think that is necessarily so....just in case take a look under your account settings advanced tab and see what the setting is.

    Last edited by GaryF; 03-14-2008 at 12:32 PM.
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  6. #21
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    I'm on an Exchange Server, not POP3 email, maybe that's why I don't see that option anywhere.

    Also, since the emails I receive when in the office through Outlook also show up when I log into OWA from another computer at home, doesn't that mean that a copy of the message is still on the server?

  7. #22
    GaryF's Avatar
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    Well...perhaps you are correct. It has been about 3 years since I had my account on exchange and I thought that setting was present. You do make a good point about OWA as well.

    Ok then, just to recap, you receive NO emails on your BB from this account, you are able to send emails from your BB, and your account validates on the BIS server....all correct?

    EDIT -- just in case, can you confrim that shutting down Outlook has no affect on your situation?
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  8. #23
    smm115's Avatar
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    Yes that is correct.

    Closing Outlook also does not change anything. I have a laptop for work and the only time Outlook is up and running is when I am in my office, which is only about a week every month.

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