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Some messages reach blackberry device but not Outlook client in corporate environment

With Windows 2003 Server and Blackberry Enterprise server, I do not know the version. Running Outlook 2003 on a Windows XP desktop. Running outlook in either cached or non cached mode, some mail intermittently makes it to the blackberry device but not the outlook client. The same mail sent from the same person will make it sometimes. The mail is making it to the exchange server. I checked to see if the mail was being sent to the spam or junk folders and they were not. Not sure what is going on here. I also checked the symantec client and it was not being stripped by that either.
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mitchoren
Asked:
mitchoren
1 Solution
 
flyguybobCommented:
I have seen this happen on a few occasions.  In some cases the BB handheld is set to synch deletes.  Some execs delete it on their blackberry thinking that they deleted it on just the BES-connected handheld.  In other cases the delivery is set to deliver to the BB only (not likely).  In other cases the owner of the BB handheld created a Filter Rule (separate of Outlook rules) and it moved the mail to be stored on the handheld; this caused the message to be removed from the Inbox on the Exchange Server
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mitchorenAuthor Commented:
Thank you for the input, I have found no rules on the blackberry or the outlook client. The messages are still on the blackberry and I have verified with the exchange admin that the messages did in fact reach the exchange server. The messages were not found using the email web access either which is befuddling. Its as if some other program on the users computer took those packets of information. Do you have any other suggestions? because this is the CEO of a company and I have to come up with something.
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SysExpertCommented:
Are you sure that

1) No POP3 accounts or clients are involved. That could cause in issues, since  POP3 client might delete an email after downloading. Perhaps a personnel machine at home is running POP3 accessing the Exchange somehow ?


 
I hope this helps !
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mitchorenAuthor Commented:
All mail is handled through an exchange account whether accessed by outlook or corporate web mail. I appreciate the help.
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flyguybobCommented:
By Exchange account do you mean setup as a MAPI connection?  It is possible for an Exchange account to be setup for POP3 access or even setup as a MAPI connection and deliver the mail to a separate location, such as a .pst file.  If you need help checking this please let me know the version of the Outlook client that you all are using.

Do you have a BES server or is there a Blackberry redirector on the desktop?  What settings exist regarding e-mail?

Does the CEO have a separate PC that is setup to access e-mail?  Most of them have a home PC and work PC or laptop and both can be setup for MAPI access and cached Exchange mode.

Is this scenario happening for any other users or just this user?
Are there any rules setup that redirect the mail messages to a subfolder?
If you go to Deleted Items and do Tools Recover Deleted Items do you see any of these messages?

...and there is always the option of calling Blackberry or the Blackberry vendor to see if they can provide you some suppoort.
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mitchorenAuthor Commented:
Ok the problem is solved. First I want to thank you guys very much for taking your time to help me out with this. As you can Imagine, you don't want to get stuck to long on a problem for a CEO. In the junk email options there is a setting that if checked will delete junk mail Permanently which mixes with your protection choices and bypasses the deleted items folder. Of course this mail will still be forwarded to the BES and end up on the blackberry device. Thanks Again.
Mitch
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flyguybobCommented:
Mitch -

Thanks for the information.  I knew it had to be something automatic but thought it would have been a rule.  Anyhoo, the other question is that if they are important e-mails that the CEO reads "Why are they getting turfed to Junk Mail?"  You may want to up the SCL rating just a little bit.

I have no objections to a close with points refunded (you have to post a question to the admins forum).

Bob
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mitchorenAuthor Commented:
To flyguybob:
Most of the emails were junk with one exception and I dont know how that one was flagged as junk as the CEO has received emails from this person before. The CEO was very concerned because of that particular email as she did not know how many more messages would not end up in her outlook inbox.
I have been a member of experts exchange for a year now and usually I just do searches on problems that come up. This is the first time I actually posted anything, it was out of desperation. I do not know how the points system works and I am not looking for points however I would like the answer flagged as the accepted solution so that it can help someone else. Feel free to take whatever points this will bring but please mark the solution as the accepted one.  Thank you. Mitch (morenste@optonline.net)
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onsetsolutionsCommented:
Hi All!

I have a similar situation that was not caused by the above settings.  The email arrives on the blackberry, but cannot be forwarded (which was one tactic we used to try to get the message onto outlook).  Any other possible thoughts?  Naturally, it is the CEO's computer as well. :)
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DudeAbides3344Commented:
This happens to a couple of my users too. None of the above seems to be the fix. Just some messages appear on the BB but do not reach the Outlook client. It's really inconsistant. Would love to know how to fix it if anyone has any more ideas.
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