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  1. #1
    TommyBFZ is offline Junior Member
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    Duplicate email problems

    Hi guys,

    I have a customer of mine that is having problems with his B8800. The problem is that he is recieving 2-3 copies of each email that he is recieving.

    No one can seem to figure out what is causing this.

    Has anyone come across this and found a solution?

    He is on an individual solution.

    Thanks,
    Tom

  2. #2
    GaryCutri's Avatar
    GaryCutri is offline Moderator
    BlackBerry Device: z10
     
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    Email Configuration: BlackBerry 10 - Standard Data Plan
     
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    The first thing you need to check is the account via the Blackberry Internet Service website. Confirm that only one account has been configured for the device. Also how are they getting emails to the Blackberry? Is the BIS client getting the emails via POP3 or are you forwarding the emails to the Blackberry email address?

  3. #3
    BESadmin's Avatar
    BESadmin is offline Administrator
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    Receiving duplicate email messages when using the BlackBerry Internet Service

    Doc ID : KB13528
    Last Modified : 2007-12-13
    Document Type : Support

    Environment
    • BlackBerry® smartphone
    • BlackBerry® Desktop Software
    • BlackBerry® Enterprise Server for IBM® Lotus® Domino® 7.x
    • BlackBerry® Enterprise Server for Microsoft® Exchange®
    • BlackBerry® Enterprise Server for Novell® GroupWise®
    • BlackBerry® Internet Service
    Note: To determine which version of the BlackBerry Internet Service you are using, see KB04989.

    Problem

    The BlackBerry smartphone user receives duplicate email messages on the BlackBerry smartphone.

    Cause

    Summary of Causes

    This issue may be caused by the following:
    1. The BlackBerry smartphone and email address are set up with the BlackBerry Internet Service and activated on a BlackBerry Enterprise Server or using the BlackBerry® Desktop Redirector application.
    2. The Auto Blind Carbon Copy (BCC) field in the BlackBerry Internet Service account is set to use an email address that is already associated with the BlackBerry smartphone.
    3. A forwarding rule is set on the messaging server to forward email messages to a hosted BlackBerry email address.
    4. A corrupt forwarding rule set up on the messaging server is sending multiple copies of an email message to a hosted BlackBerry email address.
    5. A Microsoft Exchange email account is set up with the BlackBerry Internet Service using the Internet Message Access Protocol (IMAP).
    6. The number of email messages in the Novell GroupWise Mailbox exceeds the number of email messages Novell GroupWise allows the BlackBerry Internet Service to read.
    7. An email account set up on an IBM Lotus Domino server is integrated with the BlackBerry Internet Service account.
    8. The message UIDs for email messages located on the messaging server are changing.
    Resolution

    Cause 1

    An email account has been set up with the BlackBerry Internet Service, either as an integrated account or as a forwarding rule to the BlackBerry email address. The same email address and the BlackBerry smartphone associated with it are also activated on the BlackBerry Enterprise Server or using the BlackBerry® Desktop Redirector application.

    The Received using field in duplicate email messages indicates if messages are from the BlackBerry Enterprise Server or the BlackBerry Internet Service address.

    Resolution

    Remove the BlackBerry Internet Service email account integration or stop the messaging server from forwarding email messages to the BlackBerry Internet Service account.

    For instructions on how to remove a BlackBerry Internet Service email integration, see KB04258.

    For information about the messaging server, contact your system administrator.

    Cause 2

    The Auto BCC field in the BlackBerry Internet Service account is set to use an email address that is already associated with the BlackBerry smartphone.

    Resolution

    Remove the address in the Auto BCC field in the BlackBerry Internet Service account. For instructions, see KB10818.

    Cause 3

    An email account is set up with the BlackBerry Internet Service. A forwarding rule is set on the messaging server to forward email messages to the hosted BlackBerry email address.

    The first copy of an email message is delivered from the messaging server to the BlackBerry hosted address, <username>@<serviceprovidername>.blackberry.net, using a forwarding rule. The second copy of a message is delivered when the BlackBerry Internet Service connects to the messaging server and recognizes the new email message.

    The Received using field in duplicate email messages indicates if messages are from the BlackBerry Enterprise Server or the BlackBerry Internet Service address.

    Resolution

    Complete one of the following:
    • Remove the integrated account from the BlackBerry Internet Service or remove the forwarding rule on the messaging server that is sending email messages to the BlackBerry email address. Ask a system administrator about the forwarding rule.
    • Remove the account integration from the BlackBerry Internet Service account. For instructions, see KB04258.
    • Remove the forwarding rule from the Microsoft Exchange Server. For instructions, see KB04434.
    • Remove the forwarding rule from Microsoft® Outlook®. For instructions, see KB04442.
    • Turn off the forwarding option from your third-party email account. For more information, see the following articles:
      • For Adelphia™ accounts, see KB04391.
      • For Gmail® webmail accounts, see KB04022.
      • For Optonline™ accounts, see KB04285.
      • For Yahoo!® Mail Plus accounts, see KB04388.
    Cause 4


    A corrupt forwarding rule set up on a messaging server is sending multiple copies of the same email message to a hosted BlackBerry email address.

    Resolution

    Remove the corrupt forwarding rule from the messaging server. Ask your system administrator to determine if multiple copies of email messages are sent using the existing forwarding rule.

    The message ID's of the duplicate email messages will be different for each copy because the messaging server is sending a separate copy of each email message.

    Cause 5

    A Microsoft Exchange email account is setup with the BlackBerry Internet Service using the IMAP protocol. The IMAP protocol allows all email messages to be stored and accessed directly on the messaging server instead of being downloaded to an email application.

    Resolution

    Re-integrate the Microsoft Exchange account with one of the following:
    • A POP account. For instructions, see KB02189.
    • A Microsoft Outlook Web Access account. For instructions, see KB03133.
    • An account using the BlackBerry® Mail Connector program. For instructions, see KB03043.
    Cause 6

    The number of email messages in your Novell GroupWise Mailbox exceeds the number of email messages Novell GroupWise allows the BlackBerry Internet Service to read.

    By default, Novell GroupWise allows the BlackBerry Internet Service to access the first 100 items in the Novell GroupWise Mailbox. As a result, email messages are re-sent to the BlackBerry smartphone.

    Resolution

    Increase the number of email messages the BlackBerry Internet Service can read in the GroupWise Mailbox.
    1. Go to your service provider's BlackBerry Internet Service web site and log in to your account.
    2. Remove the integrated account. For instructions, see KB04258.
    3. Estimate the number of new email messages your Novell GroupWise Mailbox receives while you are away from your computer.
    4. Ask the Novell GroupWise system administrator to allow the BlackBerry Internet Service to access to a higher number of email messages than estimated in step 3. For instructions, see KB03217. If the Novell GroupWise system settings cannot be changed, see the Workaround below.
    5. Create space in your Novell GroupWise Mailbox by deleting or filing email messages.
    6. Re-integrate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.
    The BlackBerry Internet Service should begin retrieving new email messages from your Novell GroupWise Mailbox and forwarding them to your BlackBerry smartphone.

    Note: To prevent this problem from recurring, delete or file the email messages in your Novell GroupWise Mailbox regularly.

    Cause 7

    The IBM Lotus Domino Server includes functionality that temporarily deletes email messages from the inbox before adding them again with the same message ID. The BlackBerry Internet Service removes deleted email messages from its list of known message IDs. When the email messages are added to the inbox again, the BlackBerry Internet Service identifies them as new email messages. This is by design.

    Resolution

    To resolve this issue, complete one of the following procedures.
    • Ensure that the message IDs of email messages in the integrated account do not change, or that email messages are not added back to the inbox of the integrated account. Ask your system administrator if the message IDs are changing.
    • Delete email messages from the BlackBerry smartphone using the Mailbox & Handheld setting. This ensures that email messages will be deleted from the integrated account messaging server and will not be retrieved again by the BlackBerry Internet Service. For instructions, see KB11830.
    Cause 8

    The BlackBerry Internet Service downloads any email message with a email message UID that it did not see on the previous connection. If the email message UIDs are changed by the messaging server, duplicate email messages are received.

    Resolution

    To resolve this issue, complete one of the following procedures.
    • Ensure that the message UIDs of email messages on the integrated account messaging server do not change, or that email messages are not added back to the inbox of the integrated account. Ask your system administrator if the message UIDs are changing.
    • Delete email messages from the BlackBerry smartphone using the Mailbox & Handheld setting. This ensures that email messages will be deleted from the integrated account messaging server and will not be retrieved again by the BlackBerry Internet Service. For instructions, see KB11830.
    Workaround

    This workaround applies if the number of email messages in your Novell GroupWise Mailbox exceeds the number of email messages Novell GroupWise allows the BlackBerry Internet Service to read.
    Perform one of the following:
    • If you are unable to perform the resolutions above, ask your Novell GroupWise administrator to turn on IMAP access on the messaging server.
      1. Remove your Novell GroupWise email account from the BlackBerry Internet Service account. For instructions, see KB04258.
      2. Re-integrate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.
    • If you are unable to perform the resolution above, you can use Novell GroupWise switches to specify email message download settings.
    The switch to change the total number of messages shown on connection is l=1-1000.
    The l option limits the number of email messages to download for each POP3 session. For example, if you want to limit the number of email messages to 1000, enter l=1000. The format of the switch is <user_ID>:l=1000.
    You should also use this switch to improve connection speed if you have a large email message count. With this option, the STAT command always reports an artificial file size of 1, which can save time.
    Complete the following tasks:
    • Remove your Novell GroupWise email account from the BlackBerry Internet Service account. For instructions, see KB04258.
    • Re-integrate your Novell GroupWise email account and include the Novell GroupWise switch.
    To reintegrate your Novell GroupWise email account, see KB02189.
    Note: For more information, see the Novell documentation website at http://www.novell.com/documentation/ and search for the Novell GroupWise 6.5 Administration Guide.
    • Create space in your Novell GroupWise Mailbox.
      1. Remove your Novell GroupWise email account from the BlackBerry Internet Service account. For instructions, see KB04258.
      2. Delete and file the email messages in your Novell GroupWise Mailbox until the number of email messages is lower than the number of items being read by the BlackBerry Internet Service.
      3. Integrate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.
    Note: To prevent this problem from recurring, delete or file the email messages in your Novell GroupWise Mailbox regularly.


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