[stephen_r]

Hi all,

i have a problem with a customers blackberry i set up to receive emails from. i set it up through the online website and got the confirmation email sent through to the phone. after a while it started receiving emails and now I've been told its receiving 2 copies of the emails on the blackberry and only one on the laptop. the company i work for doesn't actually support blackberry's so i have no idea about them and don't actually know the model of the phone.

all i can say its a laptop running outlook 2007
the email server is scalix
the blackberry has been set up to receive emails via IMAP via the website


any ideas on why its getting 2 copies of the emails on the phone??

if you need any more information please ask


Thanks

[dodgydane]

This normally happens if you installed Desktop manager using the Redirector option or there is a forwarding rule set on the Exchange server (which I doubt in your case).

Who installed the Desktop Manager on the laptop?

[stephen_r]

there is no blackberry software on the desktop as far as im aware

[dodgydane]

You sure the user hasn't installed it themselves?
I've seen them do that many times.....can't blame them really

Otherwise check that there isn't a forwarding rule set up on the Exchange server.

Or check whether the user sees a copy of the email in two different folders; in the main message folder AND the other message folder (that has the email address under it)
That's not two copies; it's just displayed in two different places.

[stephen_r]

so if he's looking in the general email section he should see 2 emails? and if he's looking in the section for his email on the main menu then it should only display one?

[dodgydane]

no, if he looks in the general email section he should see one email but that email will also display in its own separate folder.

So; I have my work email, my Gmail and a third account.
All emails display in the main message folder but the Gmail and the third account also display in their own separate icons.

I have had a few customers thinking that they were receiving two copies when in fact it was just displaying two places.
Just verify that this is not what the customer means?

If he sees two copies of the same email in one/ mail message folder then something isn't right.

[CriticalPoint]

Was going to say - Have you looked through your folders at unreads? I had this a little while ago. Drove me up the wall! I almost bricked/rebuilt it to get rid before my collegue mentioned it to me..

[stephen_r]

well ive been over there today and have had a look at the phone. i can confirm that there is 2 copies of the email on the phone. i cant seem to see any sort of email inbox / unread items folder all i can really see is the inbox..

[dodgydane]

Did you check if they had installed desktop manager?
If there is definitely two copies I can only see it being a forwarding rule on the exchange server or desktop redirector being installed on the pc.

[stephen_r]

update..

well i got given the phone this morning and have deleted the account on the blackberry/vodafone email website and re created it and so far it seems to be holding out with only 1 message being visable

[site.solutions]

Can anyone verify if simply whacking and recreating the email account in BIS will fix this? I have been seeing two copies on my setup since I added the exchange account. I also get a gmail and hotmail account on this phone and no duplicates with it. The second email always arrives one minute after the first.

[site.solutions]

Check out these helpful words direct from the BB knowledge [sic] base!!!

Receiving duplicate email messages when using the BlackBerry Internet Service

This is their fix: This problem is caused by using IMAP with Exchange. Simple as that. No fix other than to use something else! "Use a POP or OWA server"

I LIKE IMAP and I LIKE SSL and went to the trouble of setting all that up and now Blackberry just can't be bothered to work properly with the biggest single name in software. Who do I call up to complain to? That just frickin ridiculous. These things are neat but so so limited in so many ways. (iPhone doesn't have a problem and it is put out by the folks who bash M$ in their ads!)