Permanent deletion of email messages in Microsoft Outlook does not reconcile to the BlackBerry Smartphone

Article ID: KB04863

Type: Support Content

Last Modified: 12-16-2011


Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry® Enterprise Server version 4.1 for Microsoft® Exchange
  • BlackBerry® Enterprise Server version 5.0 for Microsoft® Exchange
  • Microsoft® Outlook®
  • SDR65348

Email messages selected for permanent deletion in Microsoft® Outlook® occasionally still appear on the BlackBerry® smartphone after email message reconciliation has taken place. This can occur in any of the following situations:

  • The Microsoft® Exchange Server permanent delete notification queue has a fixed size. When the notification limit is exceeded, some permanent delete notifications may be lost.

    Microsoft Exchange sends only 20 to 25 notifications (on average) to the BlackBerry Enterprise Server when many email messages are permanently deleted at a time from the BlackBerry smartphone user's mailbox. Only 20 to 25 email messages are deleted from the BlackBerry smartphone when hard delete reconciliation is enabled on the BlackBerry Enterprise Server.

    Note: Permanently deleted email messages cannot be detected by rescans. If the object deleted Messaging Application Programming Interface (MAPI) notification is lost, the email message is not deleted from the BlackBerry smartphone.

    There is no resolution currently available for this issue because it depends on the permanent delete notification queue limit for the Microsoft Exchange Server.

BlackBerry smartphone users should avoid permanently deleting more than 25 email messages at once on their Microsoft Outlook accounts.
CollapseAdditional Information
  1. The message state database has a limit to the number of email messages tracked for each BlackBerry smartphone user. Hard delete reconciliation does not work for permanently deleted items older than the specified limit. 

    The default number of email messages that are kept in the message state database is 100. Increasing the number of email messages that are tracked by the message state database results in additional memory requirements for the BlackBerry Enterprise Server. The additional memory usage can be calculated as follows:

     (64)*(N)*(number of BlackBerry smartphone users) = memory in bytes

    Where N is the number of records in the memory state database for each BlackBerry smartphone user. For example, for 2000 BlackBerry smartphone users and 100 records, it will result in additional memory usage of 12.2 MB on the BlackBerry Enterprise Server.

    For instructions on how to enable or configure hard delete reconciliation and the message state database size, see the BlackBerry Enterprise Server Administration Guide found here

  2. There are occasions when the message state database is reset, for example, when the BlackBerry Enterprise Server is restarted. This causes the memory cache to be cleared. Consequently, the message state database is cleared and email messages transferred to the BlackBerry smartphone during the previous session are not deleted from the BlackBerry smartphone if they are permanently deleted in the mailbox.

  3. The BlackBerry smartphone user is moved to another BlackBerry Enterprise Server: The message state database information stored in memory for the BlackBerry smartphone user is not transferable to the new BlackBerry Enterprise Server location.

  4. The BlackBerry smartphone user’s mailbox is moved to another Microsoft Exchange Server.

  5. The BlackBerry Enterprise Server administrator uses the Reload User command in BlackBerry Manager. This command removes the BlackBerry smartphone user data from the message state database and restarts tracking.

For more information on the Microsoft Exchange notification queue, see the Microsoft Support web site.


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