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Hey, Does anyone have any ideas regarding this problem? User reports, starting the other day ... Server Admins forum

  1. #1
    GovernmentNerd's Avatar
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    Email message Envelop icon changed to Folder icon

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    Hey,
    Does anyone have any ideas regarding this problem?
    User reports, starting the other day all received e-mail messages are showing up with a folder icon (blue'ish color) instead of an envelop icon, even though the email messages are in the Inbox and have not been filed. If the user opens the message, then the user can not delete the message (delete or delete prior). If the user does not open the message then user can delete the (unread) message. The user can delete the messages from wks (Outlook cleint) but those messages are not being deleted on device. Email Reconcileation is set corretly.
    The user said they did not make any changes. When I dobule check the user's device I did not notice any setting changes. All setting looked good, unless i missed somthing. Later, I had the user reactivate the device but the user reports that did not resolve the problem. Device 8700c 4.2, BES, and exchange.
    Any ideas?
    -- Thanks

  2. #2
    cwax's Avatar
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    http://www.blackberry.com/btsc/searc...200%2012683072

    Environment
    BlackBerry® 8700
    BlackBerry 8800 smartphone
    BlackBerry Device Software 4.2 through 4.2 Service Pack 1
    BlackBerry Enterprise Server software version 4.0 through 4.1 Service Pack 2
    BlackBerry Pearl™ 8100 smartphone
    IBM® Lotus® Domino®
    SDR118832


    Problem
    BlackBerry smartphone users cannot delete email messages. A folder icon is displayed beside these messages even though the messages are in the Inbox and have not been filed. Also, a folder icon is displayed beside new messages even though the messages are in the Inbox and have not been filed. These messages are not displayed in the message list but are displayed when Inbox folder is selected from the View Folder menu.


    Cause
    The BlackBerry smartphone user's IBM Lotus Domino mail template was refreshed or replaced.


    Resolution
    Install BlackBerry Enterprise Server software version 4.1 Service Pack 3 Hotfix 1 or later. Make sure that the BlackBerry smartphone user completes the following steps:
    1. On the BlackBerry smartphone, click Messages, then open the menu.
    2. Click Options, then select Email Reconciliation.
    3. Set the On Conflicts field to Mailbox Wins.
    4. Set the Wireless Reconcile field to Off.
    5. Press the Esc key, then click Save.
    6. Wait several seconds, then set the Wireless Reconcile field to On.
    7. Press the Esc key, then click Save.
    This allows BlackBerry smartphone users to delete unopened messages that they received after the mail template is refreshed or replaced but before BlackBerry Enterprise Server software version 4.1 Service Pack 3 Hotfix 1 is applied.


    Workaround
    Make sure BlackBerry smartphone users complete the following steps:
    1. Clear the Messages database on the BlackBerry smartphone. For instructions, see KB10167.
    2. Back up the BlackBerry smartphone. For instructions, see KB12487.
    3. Delete all data and applications on the BlackBerry smartphone. For instructions, see KB02318.
    4. Activate the BlackBerry smartphone over the wireless network. For instructions, see the "Enabling wireless enterprise activation" section of the BlackBerry Wireless Enterprise Activation Release 4.0: Technical Overview white paper.
    5. Turn off Wireless Reconciliation on the BlackBerry smartphone. For instructions, see the Resolution section above.
    To rebuild the mail folders, complete the following steps:
    Warning: Modifying databases used by the BlackBerry Enterprise Server can cause irreparable damage, resulting in unexpected server behavior or service failure. Back up the databases prior to implementing any changes.
    1. In the Mail Folders view of the BlackBerry Configuration Database, delete all documents for the affected BlackBerry smartphone users except the $Inbox folder.
    2. Wait several minutes.
    3. Make sure the BlackBerry smartphone users turn on Wireless Reconciliation on the BlackBerry smartphone.




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