Blackberry handset  account not synchronising with GroupWise 7.0.2 mailbox

Posted on 2011-09-02
Last Modified: 2013-11-12
I have a BB user who's mail is synchronised from GW. Having recently married, her name was changed in GW, her BB was wiped, her user account was removed from the BB server. Her new user credential were entered onto the Blackberry Enterprise Server, prior to the BB device being re-configured. All seems good with the exeption her "new" mailbox is not showing up in the PIM section in her BES properties. Therefore mail is not picked up.
Is there a method of forcing the update on BES, or should this be looked at in GW?
Question by:gavin_d
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LVL 12

Expert Comment

ID: 36473593
this is a Groupwise issue i believe.  Check the settings in there.  There is no way to force the update on the Enterprise

Author Comment

ID: 36473715
Thanks this is kind of what I suspected.
LVL 12

Expert Comment

ID: 36473762
No problem.  Good luck.
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Author Comment

ID: 36525316
Hi, I have checked out the device and BES. This works perfectly when wiped and another account associated with it. The issue must be in the settings in GW. Generally when we have a user name change, we add an alias to the account which captures and stores mail assigned to a pervious name. Could this be the issue. Is BES looking for an exclusive naming convention and the alias is not recognised. I have still to return to work to test this out.

Author Comment

ID: 36570493
I am picking this one up again. Have checked out phone using another account and it is synch'ing perfectly well. This points to GW as being the culprit. I have removed the mail alias and set the BB device to activate. When I check the PIMM settings in BES they are all picking up the correct "new" information, but the mailbox synch has <none>. Has anyone else come across similar issues with name changes.?

Accepted Solution

gavin_d earned 0 total points
ID: 37131265
OK, late but a solution...BES in it's infininte wisdom had refused to flush the original account from the system.  A manual removal allowed BES to pick up the changed account and all is good.

Author Closing Comment

ID: 37163585
This is a solution I came across myself. I am posting thsi as soved for others to refer to: Check BES first

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