We help IT Professionals succeed at work.

Blackberry defaulting to POP3 mail rather than IMAP when account info put in

709 Views
Last Modified: 2013-01-08
Hi All,

A new client of mine runs their email through a fairly standard POP3/IMAP mailbox provider which is tied in to a CRM system which I believe keeps a copy of incoming and outgoing emails sent to logged clients. Both the email and the CRM are provider by provider 1.  The domain however I believe is provider by provider 2.

My client has an issue with email setup on their Blackberry and has asked me to step in.

All the computers in the company are using Outlook and connect to emails using IMAP and everything is fine.  Employees using Android smartphones have no problem setting up IMAP access to emails as the phone gives them the option to specify IMAP or POP3.  However, when you try and set up the email account on a Blackberry my client enters email address, and password, then all the appropriate incoming and outgoing server details and at no point does it ask whether you want IMAP or POP3 and just sets up the account as POP3 which is no good to my client as he needs any sent emails to appear on his work laptop as well.  

Apparently they have already been on to provider1 (the email and crm provider) and they say it's not a problem with them and it has to be a problem with provider2 (domain provider), and of course Provider2 says it's nothing to do with them and it's down to Provider1.  

Now I'm an Exchange man and was wondering if there is some sort of autodiscover type system at play somewhere which is messing things up, or is it just that the average Blackberry doesn't even support IMAP connections at all and we're chasing our tails.  I can report that the other 2 people in the company who have Blackberries have the same issue.

Any thoughts on this gratefully received as I'm going to have to be the piggy in the middle now.

thanks

Adam
Comment
Watch Question

Brian BEE Topic Advisor, Independent Technology Professional
CERTIFIED EXPERT

Commented:
You didn't mention what Blackberry OS, but I can tell you in BBOS 7, when you set up a mailbox it doesn't ask for a protocol. So it autodetects, meaning if the provider is serving up both protocols on the same server that you might be picking up POP first. You might want to check that fact with the provider.

Author

Commented:
Thanks, all I can say is the Blackberry's are about 1 year old so I would imagine are running a pretty up to date o/s.  When you say check with the provder I'm assuming you meant the email /CRM provider rather than the domain provider?  Now becuase my client has already brought this up with both providers and they both denied any knowledge is there a technical term I can give for the part of the system that needs to be looked at which may help them identify where the problem may lie?

Thanks

Adam
hecgomrecNetwork Administrator
CERTIFIED EXPERT

Commented:
Here are a few things to consider:

1. Do not buy or install a Blackberry Server.
2. RIM is outdated technology and we could be seen the end of a TITAN.
3. No matter how old is the device some carriers will modify the phone OS to their needs:
   I have seen phones (BB) without the option to create an email account just because they did not have a data plan on their devices.
4. If the phone is really up to the last update you should be able to configure your server the way you need.
5. Won't be better just to change them to something newer and better.

Now, if all your users (Androids and BB) are connecting using POP/IMAP you should also thing about ActiveSync (Push).

If the phone has all the updates, (Latest is 7.1) read this and try on the phone.


Good Luck
EE Topic Advisor, Independent Technology Professional
CERTIFIED EXPERT
Commented:
This one is on us!
(Get your first solution completely free - no credit card required)
UNLOCK SOLUTION

Author

Commented:
Ah that's a very good point, I'll bring it up with the email provider. Thanks for your advice

Gain unlimited access to on-demand training courses with an Experts Exchange subscription.

Get Access
Why Experts Exchange?

Experts Exchange always has the answer, or at the least points me in the correct direction! It is like having another employee that is extremely experienced.

Jim Murphy
Programmer at Smart IT Solutions

When asked, what has been your best career decision?

Deciding to stick with EE.

Mohamed Asif
Technical Department Head

Being involved with EE helped me to grow personally and professionally.

Carl Webster
CTP, Sr Infrastructure Consultant
Empower Your Career
Did You Know?

We've partnered with two important charities to provide clean water and computer science education to those who need it most. READ MORE

Ask ANY Question

Connect with Certified Experts to gain insight and support on specific technology challenges including:

  • Troubleshooting
  • Research
  • Professional Opinions
Unlock the solution to this question.
Join our community and discover your potential

Experts Exchange is the only place where you can interact directly with leading experts in the technology field. Become a member today and access the collective knowledge of thousands of technology experts.

*This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

OR

Please enter a first name

Please enter a last name

8+ characters (letters, numbers, and a symbol)

By clicking, you agree to the Terms of Use and Privacy Policy.