Emails moved to archive in Outlook 2010 stay in inbox of Blackberry device

iNc0g
iNc0g used Ask the Experts™
on
Hi,

We have BlackBerry® Enterprise Server Express 5.0.2.29  in our organization
Whenever a user archives mails in Outlook 2010/2007 those mails are not synced in the BB device mailbox, those mails are still appearing in the inbox of the BB device, I've tried changing the Hard delete setting in the Blackberry server but it did not help.

I also asked the user to verify the following settings:
Make sure that Wireless Reconcile is set to On. Try toggling that to off, saving it, then turning it back on again.
Messages Options - Email reconciliation - Delete on Mailbox and handheld.
wireless reconcile = Yes
On conflicts = Mailbox wins.

Still no change..
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Mike SullivanDirector

Commented:
Hi iNc0g,

Are these messages being moved to a subfolder within the user's mailbox or are they being moved out of the mailbox altogether?

Mike

Author

Commented:
Moved out of the mailbox in Outlook but for some reason stay in the Inbox in the BB device instead of disappearing
Mike SullivanDirector

Commented:
Hi iNc0g,

Is the BES Server on the same server as the mail platform or is it on a separate server? If you've set the BES to reconcile Hard Deletes and it still isn't working then it sounds more like a MAPI issue. Which mail platform are you using?

Mike
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Typically Blackberry Enterprise Server will regularly checks the Delete Items folder in the Users mailbox, in order to remove the Item from the Blackberry. However, when you shift + Delete or Hard Delete an email, the email doesn't go to Deleted Items folder and Bes fails to remove it form Blackberry.

When you move an email to a Pst folder, Exchange Mailbox considers its as Hard Delete (Shfit Delete).

Startingg Bes 4.2 Version, RIM Introduced Hard+Delete Option on Bes Server, which will also sync the hard deleted items on the Device.

Search for the below Kbs in Google.

This will explain a lot about reconcile and hard deletes
KB04863 - Permanent deletion of email messages in Microsoft Outlook does not reconcile to the BlackB...

link in above KB in case you missed it
KB04853 - How to enable hard deletes on the BlackBerry Enterprise Server

Habeeb

Author

Commented:
the BES is installed on a dedicated server, separated from the Exchange 2010 server
I've set Hard Deletes and restarted BB services, i'll now wait and see if it works.

Author

Commented:
I asked one of the employees which I have sent an email to, to move the email in Outlook 2010 to a PST and then check on his BB if the email was gone, it's been almost 1 hour since then and the email is still on his BB device, all other synchronizations and mail-flow are working OK.

Any ideas ? Should I try to reload the user in the BB server ?

I have went through the KB Habeebmast7 has provided from other posts but I didn't find it helpful to me.
Director
Commented:
Hi iNc0g,

I've published an article on installing BES 5 in an Exchange 2010 environment. The way that the 2010 platform interacts with BES and publishes information is markedly different to previous versions.

Have a look here: http://www.experts-exchange.com/Hardware/Handhelds_-_PDAs/Blackberry/A_6369-Installing-BES-5-in-an-Exchange-2010-environment.html

If you follow this guide and check that every step has been completed, the system should then start to work in the way that you are expecting.

Regards,

Mike

Author

Commented:
Will take some time going through all the steps, i'll post here after doing that

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