Items not deleting

[Ads023]

Hi,

we run a BES server, and the 1 8800 does not remove items which have been deleted from outlook. Outlook deletes them fine but they remain on the 8800, under messages

The 8100 pearls connected to the same BES server do not have this issue.

Is this a firmware issue or a setup issue on the 8800.

Many thanks

[BESadmin]

On this device that isn't reconciling correctly do you have a "Reconcile now" option in the menu list within messages? Also as a test please delete a email from Outlook and ensure it is in "Deleted Items", then press "Send\Receive" to ensure the update is sent to the server. Now wait and see if the email is removed from the device.

[Ads023]

I have tried reconcile now, and even waited more than 24hrs.
Same as deleted items with no success.
Could it be a firmware issue?

[GaryCutri]

Originally Posted by Ads023

I have tried reconcile now, and even waited more than 24hrs.
Same as deleted items with no success.
Could it be a firmware issue?

This issue isn't firmware related. Some of the common causes are:

1. Outlook is in cached mode and it isn't sending updates to Exchange
2. The device has lost sync via corrupt services books or invalid entries
3. The users mailbox is extremely large which causes read and sync errors (2GB or higher)
4. Your BES server isn't running the latest server pack
5. Wireless Reconcile is set to Off on the device.

The first thing to try is force a slow sync from the device. To do this follow these steps on the device:

1. Go to Options
2. Select Advanced Options
3. Select Enterprise Activation
4. Whilst in the activation screen press on hold ALT and type CNFG then release ALT
5. From the hidden menu that appears change "Wireless Sync" to No.
6. Exit and Save
7. Wait 20 seconds and then enter the hidden menu again and change "Wireless Sync" back to Yes.
8. Exit and Save and stay in the Enterprise Activation screen as the slow sync process will begin in a few moments.

Once you have completed these steps please retest the device and let us know how you go. Also make sure you leave the items in "Deleted items" as if you empty the bin before Outlook updates Exchange the changes won't be reconciled to the handheld.

[Ads023]

Seems to have fixed the issue.

I will let you know in a few days.

Thanks

[wosik]

I am having the same issue but with our 8100 smartphones and we are using Lotus Notes as our mail server. I am unable to do the slow sync command on the 8100 as the alt key changes the letters to numbers instead.

Can someone please let me know if this command is possible on the 8100??

Thanks in advance

[BESadmin]

Originally Posted by wosik

I am having the same issue but with our 8100 smartphones and we are using Lotus Notes as our mail server. I am unable to do the slow sync command on the 8100 as the alt key changes the letters to numbers instead.

Can someone please let me know if this command is possible on the 8100??

Thanks in advance

On a suretype device the command is:

Press and hold ALT and then type 788445 and release Alt.

[Ads023]

it fixed the issue for 24hrs.

Now still need to delete from both.

Any ideas?

[BESadmin]

Originally Posted by Ads023

it fixed the issue for 24hrs.

Now still need to delete from both.

Any ideas?

To delete from both all you need to do from each device is:

1. Open Message.
2. Press the trackwheel or BlackBerry Menu button.
3. Select "Options" from the Menu that appears.
4. Select "Email Reconciliation" and change "Delete On" to Mailbox & Handheld".
5. Exit & Save.

[Ads023]

That option is on.

When i delete from outlook still stays on the blackberry.

Very annoying.