We are running BES 4.1.6.9. I have a user who has noticed that some emails appear on her BB but not in her Outlook. They are not hidden or filtered in her Outlook. It's not all the time, just every now and again. We are running Exchange 2007, if that makes a difference, and she's using Outlook 03. I don't know a whole lot about BB (my boss set up the BES), but I'm hoping to join the crackberry world once the Tour is released. With that said, my BES knowledge is very limited, I'm just trying to do the basic troubleshooting before getting my boss involved. Any suggestions?
As luck would have it, the user deleted all of the out of sync emails from her BB , so I have no idea which emails I should be looking for in OWA. That said, we'll need to wait for this to happen again (and for her to notice it).
A quick tip if you use Cached Exchange mode. Do not ever use shift-delete or manually empty the deleted items folder.. doing so won't reflect the change to the end users mailbox and they'll wonder why emails are still in their BB..
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Your lack of planning, does not warrant an emergency.
Ok, I've finally gotten another chance to look at this issue and here's what I've found:
The email is on her BB but not in OWA or her Outlook. She said that it's mostly spam messages, but some legitimate message had the issue also. When tracking the message in Exchange, it shows that the message was received and delivered to the user. When she tried to forward the message to me, she got an error stating "Mailbox couldn't find original message..."
This user had complained in the past about email not getting to her due to getting blocked at the Exchange server's spam filter, so my boss had disabled the spam filter for her. Could this be the cause of her problem?
The message is not in our Spam Quarantine mailbox, so it seems the message got forwarded to the BB and then went poof!
Yeah I dunno man.. I dont know much about exchange.. I do know that Outlook and the Blackberry both sync to the mailbox. There really shouldnt be any reason it appears on the BB and not in Outlook because they are both polling from the same place.. Only thing I can think of is it appears in the BB and she maybe has a local filter on the BB to remove from the mailbox?
Perhaps have her wipe her BB, delete her OST on her PC and let Outlook re-sync?
That's an odd one..
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Your lack of planning, does not warrant an emergency.
Having never used a BB for more than an hour collectively in my life, my knowledge is limited, to say the least. Is it easy to accidentally set up a filter on the BB that you're describing? I assume it isn't. If its anything more than checking a box, I doubt that that is the case with this user.
Another thought: does the Bold have any type of spam filter built in? If it does, maybe it's deleting the email when it receives it and detects it as spam... I'm assuming that BB's probably don't have built in filters, though.
Well, even if the Bold is deleting it, the end user would have to go into the message options on the device and tell it to delete on "mailbox & handheld".
To setup a filter on the BB is fairly easy. It can be done in 5 minutes.
__________________
Your lack of planning, does not warrant an emergency.
Another thought: does the Bold have any type of spam filter built in? If it does, maybe it's deleting the email when it receives it and detects it as spam... I'm assuming that BB's probably don't have built in filters, though.
It's sounds more like something scanning Outlook and deleting it or quarantining it there. That would explain why its still on the Bold. Do you have any antiSPAM rules or software than run at the Outlook level and not on Exchange?
How is the Reconciliation configured on the device?
1) Is the email anywhere in her Outlook client (Junk Mail folder, etc)? Perform a search of her ENTIRE mailbox, not just the Inbox and/or "obvious folders". It's amazing how users can configure Outlook.
2) Check her Outlook client for client- or server-side rules that may be moving the messages.
3) Does she have AV software loaded that plugs into Outlook? Perhaps that software could be blocking or deleting the messages.
We specifically removed our 3rd party spam filter from her Outlook at her request. Exchange should be sending her ALL email, since server-side spam filtering (the built-in Exchange 2007 antispam) has been disabled for her.
She mentioned that she seems to notice this issue when her laptop (with Outlook) is not connected to the network (and hence Outlook is not d/l'ing messages).
Outlook & BB not synced 
, so I have no idea which emails I should be looking for in OWA. That said, we'll need to wait for this to happen again (and for her to notice it).
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