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BES + "Mailbox could not find original message..."

Posted on 2010-08-26
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Last Modified: 2012-05-10
I have a user on our network (1 of about 30) that is having an issue where they intermittently receive a red X when sending / forwarding or replying to an email on their company isssued blackberry.

The message they receive is this

"Mailbox couldn't find original message, if forwarding or replying please resend the message.".

I've read that this is is usually a result of a user replying or forwarding a message where the original was deleted or filed in a separate folder, but this is not the case as this problem occurs even when the user creates an email (and they have confirmed that when they reply to an email they haven't deleted the original).

Pertinent information
--------------------------
- BES 4.1
- Blackberry Curve 8520
- only user receiving this error
- if the user "re-sends" the email then it will successfully go through
- Nothing is logged in my event viewer of the BES server for this instance

Troubleshooting I've tried so far
--------------------------
- Battery Pull
- Re-sync w/ BES
- Wiped hand-held, deleted user from BES (and device info), re-synced
- updated phone OS

Any advice in this matter would be appreciated.
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Question by:skyriac
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4 Comments
 

Expert Comment

by:Netopsprime
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Is the Desktop Manager installed?  If so, make sure that it was not installed with the Desktop Redirector option.  Is the user over their mailbox limit?  Are they using multiple email accounts on their Blackberry?  If using multiple email accounts, make sure that the BES one is the default.
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Author Comment

by:skyriac
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Desktop Manager is not installed, the user has no mailbox limit and as far as I know they only have 1 email account associated with their work blackberry (as they have a personal blackberry as well).
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Accepted Solution

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skyriac earned 0 total points
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This looks to have been a hardware problem.

Thanks for the input.
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Author Closing Comment

by:skyriac
Comment Utility
Hardware issue. Problem was resolved with new device.
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