BES 4.1 or Torch issue?

[echtogammut]

I have a client who just got a new Torch and it just won't sync correctly. First off they are running BES 4.1 with Exchange Server 2003 and up until till recently their 8900 was working properly.

1) The Torch won't sync the sub-folders. This user has a lot of inbox folders and I have deleted their profile and recreated it serveral times, but I cannot get the Torch to sync their sub folder in their inbox. (Yes folder redirection is setup each time)

2) I had the main inbox syncing for a week (no sub-folders) while I was trying to figure out a solution for their folders, but now the Torch is only receiving local domain exchange emails, but is not recieving anything from outside the local domain. From BES, it appears to be forwarding these emails, but they are not showing up in the Torch.

If their old phone wasn't broken I would switch them back, but I need to get them up and running. I am planning on upgrading them to BES Express, but at this time this is the only user having issues... although they are the only Torch user. I have resent the Service Book and bounced the BES server a couple of times. I honestly don't know if this is a Torch issue or an issue with BES 4.1, but right now any suggestion would be welcome.

[Rh1noo]

When you setup the device from new you will only get the up to the last two weeks emails from the inbox and sent items. Once you activate the device it will sync any new emails that you file to the folders, but not any emails from before the activation. If you wanted to keep all the historical emails you should have backed up the original 8900 and retored the message database to the new device and then activated. Anyother way is to use the device switch wizard that is part of the desktop manager.

If they have server based outlook rules you will need to get the BES to monitor those folders by selecting them in the folder redirection screen on the device.