Can't get email on Blackberry when Outlook(Exchange client) is open.

3 users received new blackberry phones and I have set them up through the Blackberry Internet Service. One of the users had to wipe his phone and reload it from a backup.  After doing that, he can no longer get email when Outlook is open on his pc.  We are have an exchange server so he is not deleting email when he downloads it to Outlook and BIS is using OWA to send and receive his email.  If Outlook is off, then he gets the email on his BB and it will also be in his inbox when he opens Outlook after receiving email on his BB but not the other way around.  Does anyone have an ideas on how to fix this?  I've scoured the internet but the only other instances of this problem were connect to pop mail serves with settings that do not apply to Exchange.
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INSLAsked:
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martek2Commented:
Check to see if Outlook is leaving a copy of the message on the server and not downloading it to the workstation.
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INSLAuthor Commented:
Thanks for the suggestion but it's an Exchange server, Outlook doesn't remove mail when it downloads.  Email is only deleted from the server when the user deletes the email and empties their recycle bin in Outlook. Even after that the Exchange servers is set to keep deleted email for 30 days.
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martek2Commented:
Have you tried resending the service books on the device?
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INSLAuthor Commented:
I've resent the service books a couple of times and they go straight to the device but the problem continues.  I thought that it might be connected to whether or not the message is read or unread. So I had the user mark a message that did not go to the Blackberry as unread and then had him close outlook.  He started getting new email on the BB but the older one that he marked as unread did not come through.
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TheIteam3Commented:
Wipe the blackberry again, and setup from scratch, do not use the backup.
It may also help to recreate the users outlook profile on their machine. (should only take a second with exchange)
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jderaCommented:
First thing I would check is that the user has the Desktop Manager software installed on his/her PC.  If its installed, ensure that is was installed with the BIS option and not the redirector option.
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Gary CutriData & Communications SpecialistCommented:
Hi, even though the user is connected to Exchange the email can still be taken offline if Outlook is set to deliver email to a PST.  Please confirm that this is not happening as it is a very common issue.
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INSLAuthor Commented:
I'll have to check and make sure it's not going to a pst.  The phone vendor just replaced the phone because it seems there were other issues with it.  Will wait and see today if the email issue continues with the new phone.
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INSLAuthor Commented:
Forgot to add a comment to solution,  I double checke and the email was being downloaded to a pst even the the exchange mailbox was present.  I did not know the user had changed the settings and mistook the personal folders for an archive.  I've corrected it and redirected new email to the mailbox and now the blackberry is working correctly.
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