Wireless email reconciliation, including wireless deletes and read/unread message status, is not functioning.

• BlackBerry® Device Software 4.0 to 4.7
• BlackBerry® Enterprise Server 4.0 to 5.0 for Microsoft® Exchange
• BlackBerry® Enterprise Server 4.0 to 5.0 for IBM® Lotus® Domino®
• BlackBerry® Professional Software

The issue is caused by one of the following:

1. Wireless email reconciliation is not configured correctly on the BlackBerry smartphone.
2. The current wireless reconciliation option is not recognized by the BlackBerry Device Software.
3. The Desktop [CMIME] service book on the BlackBerry smartphone is corrupted.
4. The in-cradle status stops responding in the BlackBerry smartphone user's mailbox.

To resolve this issue, complete the appropriate resolution for the cause. After completing the steps, test the wireless email reconciliation using the procedure provided in the Additional Information section of this article.

Cause 1

Wireless email reconciliation is not configured correctly on the BlackBerry smartphone.

Resolution 1

To resolve this issue, correctly configure wireless email reconciliation by completing the following steps:

1. Open the messages application on the BlackBerry smartphone.
2. Press the Menu key and select Options.
3. Click Email Reconciliation.
4. Set the Message Services field to Desktop.
5. Set the Wireless Reconcile field to On.
6. Make sure that the Delete On field is set to the correct option (for two-way email reconciliation, set to Mailbox & Handheld).

Cause 2

The current wireless email reconciliation option is not recognized by the BlackBerry Device Software.

Resolution 2

To resolve this issue, complete the following steps:

1. Open the messages application on the BlackBerry smartphone.
2. Press the Menu key and select Options.
3. Click Email Reconciliation.
4. Set the Message Services field to Desktop.
5. Set the Wireless Reconcile field to Off.
6. Press the Menu key and click Save.
7. Set the Wireless Reconcile field to On.
8. Press the Menu key and click Save.

Cause 3

The Desktop [CMIME] service book on the BlackBerry smartphone is corrupted.

Resolution 3

To resolve this issue, complete the following steps:

1. On the Home screen of the BlackBerry smartphone, click Options.
2. Select Advanced Options.

   Note: If Advanced Options is not present, proceed to the next step.

3. Select Service Book.
4. Highlight Desktop [CMIME].
5. Press the Menu key and click Delete.
6. Display the menu and click Undelete.
7. Press the Escape key until you return to the Options menu.
8. Click Security Options.
9. Click General Settings.

   Note: If General Settings is not present, proceed to the next step.

10. On the Home screen of the BlackBerry smartphone, click Options > Security Options > Information.
11. Scroll down and select the Desktop entry under Services.
12. Press the Menu key and click Regenerate Encryption Key.

Cause 4

The in-cradle status stops responding in the BlackBerry smartphone user's mailbox.

Resolution 4

To resolve this issue, clear the in-cradle status manually by completing the following steps:

1. In BlackBerry Manager, right-click the account of the affected BlackBerry smartphone user.
2. Click User Stats.
3. Click Clear In-Cradle.

For additional information on verifying if the wireless email reconciliation is functioning properly, see KB15838.