Troubleshooting wireless email reconciliation for BlackBerry Enterprise Server

• 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 
• BlackBerry Device Software 4.5 to 5.0
• BlackBerry 7.1
• BlackBerry 7
• BlackBerry 6

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

If the above scenario occurs, please see the below checklist.

1) Confirm wireless email reconciliation is configured correctly on the BlackBerry smartphone

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

BlackBerry 6 to 7.1:

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

BlackBerry Device Software 4.5 to 5.0:

1. Open the messages application on the BlackBerry smartphone.
2. Press the Menu key and select Options.
3. Select 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).

2) Verify that the current wireless email reconciliation option is recognized by the BlackBerry Device Software

To resolve this issue, complete the following steps:

BlackBerry 6 to 7.1:

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

BlackBerry Device software 4.5 to 5.0:

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.

3) Ensure that the Desktop [CMIME] service book on the BlackBerry smartphone is up-to-date

To resolve this issue, complete the following steps:

BlackBerry 6 to 7.1:

1. On the Home screen of the BlackBerry smartphone, click Options.
2. Select Device.
3. Select Advanced System Settings
4. Select Service Book.
5. Highlight Desktop [CMIME].
6. Press the Menu key and click Delete.
7. Display the menu and click Undelete.
8. Press the Escape key until you return to the Options menu.
9. Select Security.
10. Select Security Status Information.
11. Scroll down and select the Desktop entry under Services.
12. Press the Menu key and click Regenerate Encryption Key.

BlackBerry Device software 4.5 to 5.0:

On the Home screen of the BlackBerry smartphone, click Options.

1. Select Advanced Options.

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

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

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

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

4) Confirm that the in-cradle status is updating in the BlackBerry smartphone user's mailbox

To resolve this issue, clear the in-cradle status manually by completing the following steps from the BlackBerry® Enterprise Server:

• For BlackBerry Enterprise Server 4 SP1:

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

• For BlackBerry Enterprise Server 5.0 and higher

1. BlackBerry Administration Service, Manage users, right-click the account of the affected BlackBerry smartphone user.
2. Select Email Actions.
3. Click Clear In-Cradle Flag

For additional information on verifying if the wireless email reconciliation is functioning properly, see KB11714.