emails on BB device are been deleted without user knowledge

[gpo]

We are using BES 4.1.4, and connected users on the blackberry storm device okay.All other users work fine but one.
The person's emails on the blackberry gets deleted from the device without user input while the emails on the outlook are still there!
Therefore, emails land on both device and outlook then after sometime the emails on the BB gets deleted without the user knowing it!
I've checked the file free is good!

Any idea of fix?

[Gregmyers]

Hi,
The first thing to check would be the settings on the device. Try 'Messages'>'Options'>'General Options'>'Keep Messages'. Change this setting to 'Forever'. Save and exit. See how it goes after that and get back to us if the problem is still occurring.
KR
Greg Myers

[GaryCutri]

Hi,

Can you please ensure that Outlook isn't configured to move the email to an offline PST file? If all the emails are disappearing that first check is to ensure the files are still on the server (check via OWA).

Thanks,

Gary

[gpo]

I'd try that .. thanks for your reply

[gpo]

I'm getting no joy on this for weeks and I've changed the BB messages to forever and the person emails remain on the outlook.

Any ideas

[GaryCutri]

Emails on a device can be automatically purged if the device is running low on memory (also call logs will be purged). Just check the user’s device to confirm that they haven’t installed any third party apps or their camera has been saving pictures to the internal memory. What I would recommend doing now is as follows:

1. Backup the user’s device using BlackBerry Desktop Manager
2. Wipe the user’s device
3. Delete the user from the BES
4. Upgrade the device firmware
5. Reactivate

This may seem extreme but it covers 95% of the possible causes\fixes and will help resolve the issue much quicker.

[gpo]

I believe I've solved it by deleting the user account from both exchange & BES as well wipe the device and re-add the user
Thanks all for replys