Blackberry 9800's & BES & Exchange

[dave cummings]

Hi all,
I have an interesting issue. I have several users having issues with the BB9800's various firmware levels and still issue goes on.
The issue is emails / calenders dont sync properly when managed via the handsets.

We have obivouslu tried several battery pulls, wiping the handsets re wiping them again and then once more, different firmwares, removing the user from BES and re-creating removing from BES and removing any BES detail from the users email as well as the following:

Cause 1
Wireless email reconciliation is not configured correctly on the BlackBerry smartphone.

Resolution 1

To resolve this issue, correctly configure wireless email reconciliation by completing the following steps:

Open the messages application on the BlackBerry smartphone.
Press the Menu key and select Options.
Click Email Reconciliation.
Set the Message Services field to Desktop.
Set the Wireless Reconcile field to On.
Make sure that the Delete On field is set to the correct option (for two-way email reconciliation, set to Mailbox & Handheld).

Cause 2
The current wireless email reconciliation option is not recognized by the BlackBerry Device Software.

Resolution 2

To resolve this issue, complete the following steps:

Open the messages application on the BlackBerry smartphone.
Press the Menu key and select Options.
Click Email Reconciliation.
Set the Message Services field to Desktop.
Set the Wireless Reconcile field to Off.
Press the Menu key and click Save.
Set the Wireless Reconcile field to On.
Press the Menu key and click Save.

Cause 3
The Desktop [CMIME] service book on the BlackBerry smartphone is corrupted.

Resolution 3

To resolve this issue, complete the following steps:

On the Home screen of the BlackBerry smartphone, click Options.
Select Advanced Options.
Note: If Advanced Options is not present, proceed to the next step.

Select Service Book.
Highlight Desktop [CMIME].
Press the Menu key and click Delete.
Display the menu and click Undelete.
Press the Escape key until you return to the Options menu.
Click Security Options.
Click General Settings.
Note: If General Settings is not present, proceed to the next step.

On the Home screen of the BlackBerry smartphone, click Options > Security Options > Information.
Scroll down and select the Desktop entry under Services.
Press the Menu key and click Regenerate Encryption Key.

Cause 4
The in-cradle status stops responding in the BlackBerry smartphone user's mailbox.

Resolution 4
To resolve this issue, clear the in-cradle status manually by completing the following steps:

In BlackBerry Manager, right-click the account of the affected BlackBerry smartphone user.
Click User Stats.
Click Clear In-Cradle.


also Forgot to mention that Hard Deletes are on


This is now got me stumped! I am really stuck and my users happen to be high up (directors etc) so they want answers that I cannot give, so tempted to reach for the Iphone......

...... can anyone help?

[TRlPPlN]

what version of bes and exchange are you running on?

[dave cummings]

our Bes is 5.0.3.31
we are running Exchange 2008.

I think however we have found the issue - if the user has empty deleted items on log off enabled seems to be causeing this issue. I didnt have it enabled and I now do and I am having the same issue on a 9780 device.

[TRlPPlN]

that is one odd issue. it makes me want to test this out. keep this thread updated if what you've found resolved the user's issues.

[dave cummings]

If it helps the users being effected are using MS office 2007, those on 2010 dont have the issue.

I havent had an issue even with empty deleted items enabled on office 2010.

[TRlPPlN]

quick question, if the outlook option to delete items on log off is on and the two-way email reconciliation, set to Mailbox & Handheld, the issue is persistent? also the users on outlook 2007, are they set on cached mode or non cached mode?

[dave cummings]

Hi,
Yes the issue is persistent and the two way reconcillation is set to Mailbox and handheld.
The users for outlook are all non cached to our exchange servers. Those that have laptops for external workings use the BB for the email