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Blackberry out of sync with inbox

Posted on 2009-07-09
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Last Modified: 2012-05-07
Hi,

 A user is complaining that suddenly some emails are out of sync with others on their inbox, so email A sent after email B arrived in their inbox now appears before email B in their inbox on the bb.

 Mostly the emails match in the inbox and blackberry, but there is the odd email showing a time discrepancy. Does anyone know the synchronization and reconciliation methods that are at work here?

 I've decided the wipe the handset and then re-activate, the blackberry is set to mailbox wins on conflicts.

tx
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Question by:dbhatoa
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-jonny- earned 500 total points
ID: 24811824
Are you on exchange or domino? Domino message delivery is much more reliable as Notes RPC triggers a mailbox scan roughly every 20 seconds on the BES. Exchange sends out a UDP notification, which can be unreliable if your network has a lot of packet loss.

There are a couple of places I would start to look:
- User's device. Is email A from a BIS account and B from BES? it can often be hard to tell as it's a single integrated mailbox, so scroll to the top of the open message and see which account it was received from.
- Logs on the BES. Specifically the MAGT log. It'll be a large text file so use a text editor to search for that user, or run it through the MapiCdoErrors.exe tool from the Blackberry resource kit, specifying just the user's email address. If there are any mapi errors for that user the tool will list them in a .csv file along with the associated errors for you to search the knowledgebase on.
- You can try assign that user to their own dedicated messaging agent to see if that resolves the issue. If it does, then it doesn't mean the problems are over - it just means that you know it's most likely a MAPI issue between the BES and the user's mailstore.

hope that helps.
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Author Comment

by:dbhatoa
ID: 24811984
We're on Exchange, using a BES, thanks I'll see if it's a persistent issue, if so I'll contact our bes admin, as I don't have server access, other than an administrator console
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