Moving Message

[sssteve]

Hey I have one user in the field who's blackberry will not reconcile properly after he moves a message from his inbox into a different folder, this is done manually not via rules. Once he moves the message and does a reconcile now the message is "sometimes" gone and other times it is still there. Any ideas?

[Rh1noo]

When you say it is moved to a folder, is this still within his mailbox or to a .pst file?

If it remains within his mailbox then it should reconcile. If it is moved to a .pst file then it will stay where it is on the device.

[sssteve]

he is moving the messages into sub folders with in his inbox but not to a pst

[cadsystems]

Messages can't be reconciled at the moment when they are moved to a different folder, or shift deleted (from my understanding anyway i could be wrong). BES can't really figure out where the message went so it doesn't delete it. I heard with Argon or 5.0 this won't be the case. We should be able to see all the folders in Outlook, so it should be able to reconcile where ever the message is. Hope this helps.

Let me know if i'm wrong on this, but it was the way it was explained to me.

[Rh1noo]

Ignore the above advice it is completely wrong.

You can file messages to a folder on the device or outlook and view the contents of the folder from the device. This has worked since version 4.0 and maybe earlier.

You can even setup the BES to monitor other folders if you have server based rules that file messages.

[Rh1noo]

If it one user and everyone else is ok then it probably not the BES.

You can get the refid of a message and trace it in the MAGT log file by opening the message and holding down <alt> and typing VIEW.

I had a customer who had a 1% of users with this issue and they apply some patches to exchange and the problem went away. I'm still waiting for details of what patches they applied.

[cadsystems]

I stand corrected, I knew it was a problem back before 4.1 but since then there shouldn't be a problem with that after 4.1.

[Gym]

Originally Posted by Rh1noo

I had a customer who had a 1% of users with this issue and they apply some patches to exchange and the problem went away. I'm still waiting for details of what patches they applied.

Any update to this?

We run BPS and a document management system called Interwoven Filesite. When users drag an email within Outlook into Filesite, the email doesn't get removed from the Blackberry. Drag it into another Exchange folder and it gets updated on the phone as you'd expect.

I can see why BPS wouldn't be able to tell where the email has gone but if there's a workaround or similar I'd love to know.

Cheers.

[Rh1noo]

Do you have hard delete support switched on on the BES? It is off by default.

This may help.

[Gym]

Hi there, thanks for the suggestion. It wasn't switched on, but having switched it on yesterday there's been no change with new emails.

[dpeters11]

Originally Posted by Gym

Hi there, thanks for the suggestion. It wasn't switched on, but having switched it on yesterday there's been no change with new emails.

This may not be exactly what you're looking for, but how about setting the BB to Hide Filed Messages? That's usually good enough for my users, though I don't think many of mine move many emails into Filesite.

[Gym]

The Hide Filed Messages option is turned on so that's not the problem.

I just think the Blackberry server doesn't know where the email has gone when it gets dragged into Filesite so it's not updated on the phone. It's a pity, since I couldn't wait to get away from WinMo but it was, for all its faults, a more accurate reflection of a users inbox.