[Fromtheblock]

I have 8 Blackberry 9700 users all with the same setup. BES Express running on a Windows 2003 R2 server with Microsoft Exchange 2003 and Outlook clients. The BES Express is version 5.02.29.

One user suddenly has a problem with emails being delivered to the handheld and then within a few minutes disappearing. This does not happen to all messages, just some. The messages are still in the outlook inbox and can also be seen in OWA. Here are the things I've tried/verified based on tech support calls to RIM and from other information I've found.

1. The handheld has been updated to the latest release
2. No rules or filters are being used on the device or in outlook
3. All email is stored in exchange, we are not using .pst files
4. No folder redirection
5. Not using cached exchange mode
6. The device has 126.5 mb of free memory
7. Service books have been resent
8. Blackberry "delete on" setting set to desktop & handheld
9. Blackberry "hide filed messages" set to no
10. Security wipe of device, deleted BES user including user info from mail system, recreated BES user, reactivated device (this has been done several times)
11. Deleted the old outlook profile and created a new one

I'm not sure where to go from here. Any advise would be appreciated.

[tsac]

Welcome to the Forums

Although you show plenty of free memory, RIM indicates this is a low memory issue. IT is possible there is a physical memory issue preventing messages from being retained once it is hit. It almost like a bad spot. On a PC it would show an error but RIM does not indicate any error messages to reference.

KB10183-Email messages are deleted from the BlackBerry device before the messages expire

[Fromtheblock]

Thank you for the reply tsac. I checked the KB you referenced and have done several hard resets during the process of troubleshooting this issue but they have not resolved the issue.

[mseguin42]

Have you tried swapping the users on a couple of BlackBerries?

Put userA on 9700B and userB on 9700A. This will tell you if the problem is the BB or the user configuration.

If the problem stays with the BB, it might be a memory issue per tsac.

[Fromtheblock]

Thanks mseguin42. The problem moves with the user so it doesn't appear to be a memory or handheld issue.

I have also discovered that emails only disappear when outlook is open. Since I've already checked the outlook settings and even deleted and recreated the users outlook profile, I've asked the user to stay out of outlook while I open it on another pc. I am going to monitor incoming mail and will report back the results.

[rambo47]

Sounds like an Outlook settings problem. In the email setup in Outlook the user should have the boc checked for "leave a copy on the server". There might be some rules in Outlook the user has running on his pc that are hidden that file mail in sub-folders that is causing the issue. I had a problem with redirection rules being deleted from my pc at work but remaining in effect on the server, out of my reach. It happened after a firm-wide migration from Windows 2000 to XP. Got me in some hot water too!

[Fromtheblock]

If I create a profile for this user on my pc and leave outlook open the problem does not occur. So it does appear to be something with outlook on his pc. The next thing I did was to remove the outlook profile, rename the outlook folder (c:\documents and settings\user name\application data\microsoft), uninstall and reinstall Office. The problem returned so I went through the same steps again this time manually uninstalling Office according to instructions in a Microsoft KB article. The problem came back. Arggg!

Rambo 47, we have an exchange server so I don't have an option for "leave a copy on the server", at least not one I've seen anywhere. I can go into OWA and see all the messages so I know they are still on the server in his inbox not redirected into any sub-folders.

Not sure what else I can do to correct this problem short of a reformat and reinstall of everything on his pc which I do not want to do because he is an engineer and reinstalling all his software is a VERY lengthy process.

[tsac]

Ok , been playing with the possibilities this is a Outlook issue. I experimented with outlook and was able to cause this issue to duplicate (at least I lost email) on the BB. When I set the outlook to save the emails in a folder other than the default folder on my Pc, when Outlook moved it from the server default location it also disappeared from the BB. This is not easy to understand why but it may be a weird anomaly in the wireless connection between Outlook and the BB. Using this findings as a search issue at RIM I discovered they do have an issue with email being placed in a .pst file and deleted.
Read the attached link and maybe it will help.


KB20391-Email messages are deleted wirelessly after they arrive on the BlackBerry smartphone

[Fromtheblock]

Thanks again tsac however I am not using .pst files or redirecting to any folders.
Posted via BlackBerryForums.com Mobile

[tsac]

Ok , on with the search. But your sure the user is not doing this on his Outlook account. Sure does seem to be an Outlook setting. The clue is you do not see this on another pc, only on the users. You may need to completely delete the application on the users PC doing a hard delete and insuring all folders are gone including any reference in the registry and reload it. I would not simply do a replace or upgrade on the PC.

[mseguin42]

OP, is it possible that he has a CRM or contact management program on the PC that is affecting Outlook but not directly? You mentioned he has a lot of software.

I know my engineer has a tendency to install lots of "cool" programs and they don't always play nice.