BB Email message not deleted after email reconciliation

Posted In: Blackberry

Problem

After synchronizing the Blackberry device, email messages deleted on the BlackBerry device are not deleted from the Microsoft® Outlook® Inbox. Similarly, email messages deleted from the Outlook Inbox are not not deleted on the BlackBerry device.

Note: The Hard Deletes Reconciliation feature in the BlackBerry Enterprise Server software version 4.1 can be enabled so that messages permanently deleted in Outlook are removed from the messages list on the BlackBerry device. This feature is disabled by default. For more information, see KB04853.
Cause

Summary of Causes

This issue could be caused by one of the following:

1. The email message was permanently deleted in the Microsoft Outlook Inbox.
2. Outlook is configured to empty the Deleted Items folder.
3. The Delete On option is set to Handheld.
4. The Reconcile Email check box is not selected.
5. The Folder Management registry value is corrupt.
6. Folder and Message databases are corrupt.
7. Messages were deleted from the BlackBerry device with the Delete Prior option.

 

Resolution
Summary of Resolutions

Cause 1

When the email message is permanently deleted from the Outlook Inbox, it is not deleted from the BlackBerry device during email reconciliation. An email message can be permanently deleted from the BlackBerry device by holding down the Shift key while pressing the Delete key, or by deleting the email message from the Deleted Items folder.

Resolution

After permanently deleting an email message from the Outlook Inbox, manually delete the email message from the BlackBerry device.

Cause 2

Outlook is configured to automatically empty the Deleted Items folder which permanently deletes email messages. When an email message is permanently deleted from the Outlook Inbox, it will not be deleted from the BlackBerry device during email reconciliation.

Resolution

Ensure that Outlook is not configured to empty the Deleted Items folder every time Outlook is closed.

1. In Outlook, under the Tools menu, select Options.
2. Click the Other tab.
3. Ensure that the check box beside Empty the Deleted Items folder upon exiting is clear (not selected), then click OK.

Cause 3

The Delete On option on the BlackBerry device is set to Handheld. As a result, email messages deleted on the BlackBerry device will not be deleted in the Outlook Inbox during email reconciliation.

Resolution

Change the Delete On option to Mailbox & Handheld.

1. On the BlackBerry device Home screen select Messages.
2. Display the menu and select Options.
3. Select Email Reconciliation.
4. Highlight the Delete On option.
5. Display the menu and select Change Option.
6. Click Mailbox & Handheld.

Note: If the Delete On option is already set to Mailbox Handheld, change it to Handheld. Save the settings, and change it back to Mailbox & Handheld. Save the settings again.

Cause 4

The Reconcile Email check box is not selected when you click Synchronize Now in Intellisync®.

Resolution

Select the Reconcile Email check box.

1. On your computer, open BlackBerry Desktop Manager and double-click the Intellisync icon.
2. Ensure that the Reconcile messages check box is selected.
3. Click Close.

Note: If the Reconcile Email check box is already selected, clear the check box. Close BlackBerry Desktop Manager and open it again. Select the Reconcile messages check box again.

Cause 5

The FolderManagement registry value is corrupt.

Resolution

Delete the FolderManagement registry value.

Warning: Modifying the computer registry can cause substantial damage to the Microsoft Windows® operating system. Document and back up the existing registry entries prior to implementing any changes.

To perform this task, complete the following steps:

1. On your computer, close BlackBerry Desktop Manager.
2. Open the Registry Editor.
3. Go to HKEY_CURRENT_USERSoftwareResearch In MotionBlackBerrySynchronize.
4. In the right pane, click the FolderManagement registry value and press Delete.
5. In the Confirm Value Delete dialog box, click Yes.
6. Open BlackBerry Desktop Manager and verify that the synchronization settings are correct.
7.

Synchronize the personal information management (PIM) applications.

Cause 6

The folder and message databases are corrupt.

Resolution

Backup the BlackBerry device data. Then clear the folder and message databases and synchronize.

1. On your computer, connect the BlackBerry device and open BlackBerry Desktop Manager.
2. Double-click Backup and Restore and click Advanced.
3. In the Handheld Databases section on the right, select the following databases: Folders, Folder ID, Messages and Purged Messages. Hold the Ctrl key to select more than one at a time.
4. Click Clear. In the warning dialog box, click OK.
5. Close both Backup and Restore windows.
6. Open BlackBerry Desktop Manager and double-click eitherIntellisync for versions 4.1 and earlier, or Synchronize for versions 4.2 and later.
7.

EnsureReconcile Messages is selected and click Synchronize now.

Cause 7

When the Delete Prior option is set to delete messages after synchronizing the BlackBerry device, the email messages are not deleted from the Outlook Inbox.

Resolution

Either delete email messages individually on the BlackBerry device or delete email messages from the Outlook Inbox after using the Delete Prior option.

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