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Managing the permanent deletion of email and the BlackBerry Synchronisation

Posted on 2010-03-22
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Last Modified: 2012-05-09
I have a problem whereby my users are Filing large amounts of email into Interwoven WorkSite 8.2 via the Interwoven FileSite client which is integrated with Outlook.

This is causing issues with the synchronisation of their BlackBerry handsets because the amount they're filing is exceeding the limits of the Exchange Server permanent delete notification queue, and consequently some delete notifications are being lost. This is resulting in these messages not being removed from their BlackBerry handsets.

This is compounded further when the messages are subsequently being synched back from the BlackBerry into Outlook and presenting like another new email.

I found a knowledge base article KB04863 which describes the behaviour and suggests there isn't currently a fix.

I'd appreciate hearing from anyone else who is experiencing this problem or something similar with details of how they've managed it, or worked around the problem.
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Question by:Shawry
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Assisted Solution

by:Gary Cutri
Gary Cutri earned 1000 total points
ID: 28396482
To change the number of tracked messages

1. Open BlackBerry Manager.
2. In the Explorer view, click Server.
3. On the Server Configuration tab, click Edit Properties, then click Messaging.
4. In the Performance section, change the value of the Message State Database Size field to the number of messages you want to track for hard delete support (the maximum is 1000).
5. Restart the BlackBerry Enterprise Server services.
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Author Comment

by:Shawry
ID: 28397240
Thanks for the suggestion. I've already tried this and am not sure it's really made any difference.

I'm currently looking at the Outlook Sync Issues folder as it would appear that copies of the messages filed into WorkSite and removed from Outlook are being held here. Once the items are deleted from the Sync Issues folder the "hard delete" is reflected on the BlackBerry handset.  
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Accepted Solution

by:
Shawry earned 0 total points
ID: 33093272
The problem was found to be caused by the AVG Outlook Plug-in. As soon as the plug-in was disabled on the Outlook clients we stopped getting all the copies in the Sync Issues folder and the BlackBerry hard delete feature began working normally again.
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