[AU Deb]

I have a user with a Bold. She is getting her mail through the BES as she should. However, the mail in her folders aren't being synched. All of the settings on her phone and on the server are correct. And these are not private folders.

She has called her carrier, they tell her she has to have an enterprise plan. The question they won't/can't answer is how she is getting her mail from the BES if she doesn't have an enterprise plan already. Anyway....

Do you think a wipe and reinstall will help? Or any other suggestions?

[jsconyers]

If she goes into Messages > Options > Email Settings > Menu Key > Folder Redirection, does she have a check next to each of the folders she wants mail to redirect to?

[penguin3107]

Have you verified that those particular folders are set for redirection to the handheld?

[AU Deb]

Yes to both questions.

She also gets any test emails that I send from the BES.

Now she says she can't see the folders any longer, just the basic email ones. She states she recently upgraded from OS 4.5 to 4.7. Don't know if those versions are correct, the server shows her as being 4.6.

She has 26mb of available memory. She has rebooted and pulled the battery. No filters or IT Policies.
hummmm......

This is an exchange server.

[jsconyers]

Whoa! 4.5 to 4.7?! What device does she have?

[penguin3107]

Originally Posted by AU Deb

Yes to both questions.

She also gets any test emails that I send from the BES.

Now she says she can't see the folders any longer, just the basic email ones. She states she recently upgraded from OS 4.5 to 4.7. Don't know if those versions are correct, the server shows her as being 4.6.

She has 26mb of available memory. She has rebooted and pulled the battery. No filters or IT Policies.
hummmm......

This is an exchange server.

How can she not have an IT Policy? The device is activated on BES, so it MUST have one.
I would suspect at this point that something went horribly wrong with this alleged OS update on the device.
Things aren't adding up here.

[AU Deb]

She has a 9000. I questioned her saying it is 4.7, since the BES shows differently. BES shows 4.6.0.167.

Unfortunately she is across the country from me, so I can't look at the device myself....

Says she got 4.7 from the blackberry website. She is currently uninstalling and reinstalling the 4.6. We'll see how that goes.

I can't find 4.7 from her carrier on the bb site. There is no telling where she got it!

[AU Deb]

Sorry, what I meant by no IT Policy is that there is not one that puts any restrictions on her device.

[jsconyers]

4.7 is for the Storm and will not work on the Bold. I believe she is confused. Is she referring to Desktop Manager 4.7?

[penguin3107]

Originally Posted by AU Deb

She has a 9000. I questioned her saying it is 4.7, since the BES shows differently. BES shows 4.6.0.167.

Unfortunately she is across the country from me, so I can't look at the device myself....

Says she got 4.7 from the blackberry website. She is currently uninstalling and reinstalling the 4.6. We'll see how that goes.

I can't find 4.7 from her carrier on the bb site. There is no telling where she got it!

There is no 4.7 for the 9000. It's impossible to install it.
If she tried, then her device is probably pooched.

I'm thinking the handheld is going to need to be nuked and then have the proper 4.6 OS installed on it. Then you can reactivate on BES.

[AU Deb]

She is currently falling back to 4.6.

I liked it better when all devices came through me, I set them up, restricted them and shipped them out....never had this drama!