Unable to receive email messages from an integrated POP3 email account

[BESadmin]

Unable to receive email messages from an integrated POP3 email account

Doc ID : KB02857
Last Modified : 2007-04-05
Document Type : Support

Environment

• BlackBerry® device
• BlackBerry Internet Service

Note: To determine which version of the BlackBerry Internet Service you are using, see KB04989.

Problem

You cannot receive email messages on your BlackBerry device from a POP3 email account that is integrated with your BlackBerry Internet Service account.

Note: If you have a Novell® GroupWise® POP3 account, see KB03218.

Cause

Summary of Causes

This problem may occur for one of the following reasons:

1. Another email client is removing email messages from the POP3 messaging server.
2. The email account has been integrated as Internet Message Access Protocol (IMAP) instead of POP.
3. Your POP3 email account was integrated using the wrong information.
4. Your Internet service provider (ISP) limits your mailbox to a single connection.
5. The password to your POP3 email account has been changed.
6. Your BlackBerry Internet Service mailbox is full. (This applies to BlackBerry Internet Service Software 1.8 only.)
7. Changes have been made to your POP3 messaging server.
8. There are too many email messages in the POP3 mailbox.
9. An email message filter in the BlackBerry Internet Service is blocking email message delivery to the BlackBerry device.
10. The email messages for the integrated email account are being stored in a place other than the root folder of the Inbox on the messaging server.
11. Email messages are being forwarded to another POP messaging server.
12. There are large email messages in the Inbox folder of the integrated email account.

Resolution

Complete the appropriate resolution below.

Cause 1

In addition to being integrated with your BlackBerry Internet Service account, your POP3 account is integrated with another email client (for example, Microsoft® Outlook®, Microsoft Entourage®). When the other email client retrieves your POP3 account email messages, it removes the email messages on the POP3 messaging server. As a result, there are no email messages for your BlackBerry Internet Service account to retrieve.

Resolution 1

Configure the other email client to leave a copy of the email messages on the POP3 messaging server. Complete the steps that are appropriate for your environment.

For Microsoft Outlook 2000 or earlier

1. Click Start > Settings > Control Panel.
2. Double-click the Mail icon, then select Internet E-mail.
3. Click Properties, then click the Advanced tab.
4. In the Delivery section, select the Leave a copy of messages on server check box.
5. Click Apply.

For Microsoft Outlook 2002 or later

1. Open Outlook 2002.
2. Select Tools > E-mail Accounts.
3. Click View or change existing e-mail accounts, and then click Next.
4. Select the POP3 account, then click Change.
5. Click the More Settings button, then click the Advanced tab.
6. In the Delivery section, select the Leave a copy of messages on the server check box, then click OK.

For Microsoft Entourage X or 2004

1. Open Entourage.
2. Select Tools > Accounts.
3. Select the integrated mail account, then click Edit.
4. Click the Options tab, select the Leave a Copy of Each Message on the server check box, then click OK.

For Apple® Mail 2.0 or 2.1

1. Open Mail.
2. Select Mail > Preferences and click Accounts.
3. Select a POP3 account.
4. In the Advanced section, clear the Remove copy from server after retrieving a message check box.
5. Close the window and click Save.

Resolution 2

Reintegrate using Outlook Web Access instead of POP3.

1. Log in to the BlackBerry Internet Service.
2. Remove the integrated POP3 account. For instructions, see KB04258.
3. Click Set up Account.
4. Enter the email address and no password to force the advanced integration screen.
5. Select I can access my e-mail account using a Web browser (Outlook Web Access) and click Next.
6. Enter in the remaining information, including the password.
7. Click Try Again.

Cause 2

The BlackBerry Internet Service has identified the messaging and collaboration server as Internet Message Access Protocol (IMAP). It has also been integrated using IMAP instead of POP3.

Note: This issue only affects BlackBerry device users using BlackBerry Internet Service 1.8.

Resolution 2

1. Log into the BlackBerry Internet Service account and click the Edit button.
2. Go to the Advanced tab and verify that your POP account is set to use port 110. If another port is used, go to step 3.
3. Remove the integrated IMAP email account. For instructions, see KB04258.
4. Set up the email address in the BlackBerry Internet Service again, but type the incorrect password initially.
5. A message appears indicating that the account could not be integrated. Select the option to provide the settings.
6. Type the correct name of the messaging server, user name, password, and email address.
7. Ensure that POP is selected rather than IMAP. Click Try Again.

Cause 3

Your POP3 email account was integrated using the wrong information.

Resolution

Complete the following steps:

1. Remove the integrated POP3 email account. For instructions, see KB04258.
2. Reintegrate the POP3 email account. For instructions, see KB02189.

Cause 4

Your ISP limits your mailbox to a single connection.

Resolution

To troubleshoot this problem, contact your Internet service provider.

Cause 5

The password to your POP3 email account has changed.

Resolution

Update the POP3 email account password in your BlackBerry Internet Service account. Complete the steps that are appropriate for your version of the BlackBerry Internet Service:

For BlackBerry Internet Service 2.0

1. Go to your service provider's BlackBerry Internet Service web site and log in to your account.
2. Click the Edit icon beside the account you want to modify.
3. Update the account password.
4. Click Save.

For BlackBerry Internet Service 1.8

1. Go to your service provider's BlackBerry Internet Service web site and log in to your account.
2. In the top menu, click Profiles.
3. Under Email Account, click the Other Email Accounts hyperlink.
4. Click the integrated account. The Email Accounts page appears.
5. Type the new password in the Password and Re-enter Password fields.
6. Click Submit.

Cause 6

Your BlackBerry Internet Service mailbox is full.

Note: This issue only affects BlackBerry device users using BlackBerry Internet Service 1.8.

Resolution

Complete one of the following tasks:

• Make space in your mailbox by deleting unwanted email messages and emptying your Deleted Items folder. For instructions, see KB02702.
• Contact your service provider to request that the storage capacity of your BlackBerry Internet Service mailbox be increased.

Cause 7

Changes have been made to your POP3 messaging server. For example, a change in the messaging server name from mail.company.com to pop.company.com would prevent email message delivery.

Resolution

Contact your POP3 email account provider to make sure that no changes have been made to the POP3 messaging server.

Cause 8

There are too many email messages in the POP3 mailbox.

Note: To determine whether this is the cause of the issue, reduce the number of email messages in the mailbox to less than 900.

Resolution

Configure the POP3 email account to remove email messages from the messaging server after a certain number of days (for example, 30 days).

Cause 9

An email message filter in the BlackBerry Internet Service is blocking email message delivery to the BlackBerry device.

Resolution

Review the email message filters to make certain that they are not preventing email messages from being sent to the BlackBerry device. Delete or modify any email message filters that do not enable delivery of all email messages to the BlackBerry device. For instructions, see the BlackBerry Internet Service User Guide.

Cause 10

There is a problem with the integration.

Resolution

1. Remove the integrated POP3 email account. For instructions, see KB04258.
2. Reintegrate the POP3 email account. For instructions, see KB02189.

Cause 11

The email messages for the integrated email account are being forwarded to another POP server. The Message count will show 0 (zero) when using the validation utility even after verifying that Leave a copy of messages on server is enabled.

Resolution

• Check the POP server settings in the email client on your computer. Large email providers often have regional messaging servers that forward to other secondary messaging servers; however, the BlackBerry Internet Service only sees the first messaging server it connects to, not the end result messaging server to which the email message is being forwarded.

Cause 12

There are large email messages in the Inbox folder of the integrated email account.

Resolution

Move any email messages larger than 8MB, including attachments, from the Inbox folder to a subfolder of the email account. (Also see Additional Information below)

For BlackBerry Internet Service 2.0 or later (IMAP accounts only):
Ensure the Sent Items folder does not contain email messages larger than 8MB, including attachments.

Additional Information

Please review article KB03592 - Maximum message size using BlackBerry Internet Service