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Hello, We had a user who had duplicate contacts in his BB and we decided ... Server Admins forum

  1. #1
    ldc's Avatar
    ldc
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    Loss of e-mails after activation

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    Hello,

    We had a user who had duplicate contacts in his BB and we decided to re-activate his BB from the BES. When we activated his account lunchtime on Friday, he had no e-mails on his BB. When we go to 'expand folders under inbox' it only retreives e-mails received after Friday. Surely the BB should be able to retrieve e-mails from before the activation.

    Are we missing something or is this general behaviour?

    Thanks

    Luke

  2. #2
    hayden's Avatar
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    If the emails were cleared. When re-activating old emails are not going to sync with the BB. Before activation it's good practice performe a FULL backup of the device. Then after the activation you can restore which would restore all the OLD emails etc.

    Hope this helps.

  3. #3
    ldc's Avatar
    ldc
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    Hayden,

    Thanks, That does help. The only strange thing is then is what is the pre-population setting on the BES for? It is set to 5 days and 200 messages. If after activation all e-mails are cleared then shouldn't it at least have the last 5 days of e-mails?

    I will make sure that a backup is done next time.

    Luke

  4. #4
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    Yes, the prepopulation should get that many messages from the users exchange box and send them to the BB after activation.


    ~via BB (wap.pinstack.com)~

  5. #5
    hayden's Avatar
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    Quote Originally Posted by ldc
    Hayden,

    Thanks, That does help. The only strange thing is then is what is the pre-population setting on the BES for? It is set to 5 days and 200 messages. If after activation all e-mails are cleared then shouldn't it at least have the last 5 days of e-mails?

    I will make sure that a backup is done next time.

    Luke
    yes indeed. Somehow it failed. You can check the BES activity logs to see if you can find more.

  6. #6
    Rcbjr's Avatar
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    ldc, Welcome to PinStack.

    Please let us know what you find in the logs. Always like to add to the information available about problems.

    Rcbjr
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  7. #7
    ldc's Avatar
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    I have had a look at the logs but to be honest I have never had the need to look through the logs and not entirely sure what I am looking for. In the log folder I have

    ALRT
    CBCK
    CEXC
    CMNG
    CTRL
    DISP
    MAGT
    MDAT
    MNGR
    POLC
    ROUT
    SYNC

    I have had a look through the DISP log and I can see a lot of activity for that user around the time we re-activated it but it just says that it is receiving data. Can anyone point me in the right direction?

    Thanks for your help so far everyone! It is greatly appreciated. I will just make sure it is all backed up!!!

    Cheers

    Luke

  8. #8
    Yazaaab's Avatar
    Yazaaab no está en línea Stack level 2
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    I had this problem with my BB8100, I activated and did not get my old email but then I did a wipe of the handheld and then reactivated it I got my old email.

  9. #9
    garycutri's Avatar
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    When you reactivate a user it will loose it's RefID's for emails previously stored in sub folders.
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  10. #10
    resolution's Avatar
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    pre-population wont work unless the user has been removed adn then added back to the BES.

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