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Can't Delete E-mail Account

Posted on 2008-10-23
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Last Modified: 2012-05-05
We have a hosted Exchange 2003 server with BES.

Jane has a Blackberry Pearl 8130 that is connected to the server. A few days ago the phone froze, and when she restarted all of the mail on her phone was gone. But the phone re-populated with everything and she continued on.

However, her signature has now been changed to just her first name. Changing it on the phone doesn't help, changing signatures on the server doesn't help, and the manufacturer's tech support told me it had to be a problem with the phone's accounts and to remove the accounts and re-enable the BES. Even through the Spring BIS dashboard, the signature does not work.

1.) I started by disabling BES for the phone at the server level. I sent out a few test messages to make sure her phone wasn't getting them. But viola - she can still send and receive e-mails without problems.

2.) From the phone, I went in to options -> advanced -> service books and deleted her e-mail account. Oddly enough, there were two instances. I deleted both, restarted the phone, re-registered the phone with the network. I sent a few test messages, and still she can send and receive e-mails without problems. This is after disabling access for her device at the server level and removing all e-mail accounts on the phone.

So, this is what I want to do..
Absolutely delete the e-mail accounts from her phone.
Re-enable BES for her phone from the server.
Set BES up on her phone again.

1.) How has the Blackberry device maintained its connection to the BES?
2.) How in the world can I absolutely disable, delete, and re-enable this phone/account?
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Question by:Pope7
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monorail1 earned 1500 total points
ID: 22801337
Well, without going too crazy into detail, let me pose a few things. First, the service books - BES connections use the Desktop [XXXX] ones so all and only those should have been deleted - con you confirm this was done? Is it possible to have the BES/Exchange hosting provider remove the user from BES and delete their user info (take a handheld backup first)? When you reregistered the BB w/ the network, was this done via the host routing table under advanced options?


~ CFJ
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by:Pope7
ID: 22814206
I went back and confirmed the BES service books had been disconnected, and I double checked that I had disabled BES for the user from the online control panel for our host. I did a few more wipes and restarts, and finally I contacted the host. They realized a problem between their online dashboard and their BES server. (Basically, the BES server wasn't receiving information when people were removed from service).

They manually removed the user and placed her back. All is fine now.
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