Email messages are being deleted from the BlackBerry device

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Email messages are being deleted from the BlackBerry device

Doc ID : KB11328
Last Modified : 2007-06-04
Document Type : Support


Environment

• BlackBerry® devices

Problem

Email messages are being deleted from the BlackBerry device.

Cause

This problem may be caused by one of the following:

1. The Messages database on the BlackBerry device is corrupt.
2. There is insufficient storage space on the BlackBerry device.
3. The account is configured to remove messages from the BlackBerry device when they are deleted from the messaging server.

Resolution

Complete the appropriate resolution for the cause.

Cause 1

The Messages database on the BlackBerry device is corrupt.

Resolution

Clear the Messages database from the BlackBerry device. For instructions, see KB10167.

Cause 2

There is insufficient storage space on the BlackBerry device. If storage space on the BlackBerry device is low, the least frequently accessed email messages are automatically deleted to create more space.

Resolution

Refer to KB11570 for more information about this feature.

Cause 3

The account is configured to remove messages from the BlackBerry device when they are deleted from the messaging server.

Resolution 1 (For Microsoft Outlook accounts)

Configure Microsoft Outlook® to leave copies of messages on the messaging server. For instructions, see KB12283.

Resolution 2 (For BlackBerry Internet Service accounts)

Disable two-way delete synchronization for the BlackBerry® Internet Service account, and then disable email reconciliation on the BlackBerry device.

1. In the BlackBerry Internet Service web site, click the Edit icon beside the integrated account.
2. Clear the Synchronize deleted items between this mailbox and my device checkbox.
3. Click Save.
4. On the BlackBerry device, go to the Messages options screen.
5. Click Email Reconcilation and set the Wireless Reconcile option to Off.