Also, if you really want to troubleshoot the user's mail flow, put him in his own static mailbox agent. That way, you can easily see how long the time between rescans is for him. To do that, double-click on the user to open the properties dialog. Go to advanced and set "Enable static Mailbox Agent" to true and assign a number between 200 & 399.
After you have this set up, you can search the log for "rescan" and note the times they occur. You can also then see what is happening for the users mailbox when they say: "I read this message at 10 o'clock on my Blackberry and it didn't update in Outlook until an hour later."
You also might want to get the refid from the message by opening the message on the blackberry, then hold ALT while typing out the word 'view'. You can then search the logs for that refid.
Hope you are able to get an answer to satisfy your user, but I think you have your work cut out for you.
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