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Unable to delete email messages using the Delete or Delete Prior option on the BlackBerry smartphone

Article ID: KB10352

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • Desktop Software (Windows)
  • BlackBerry 7 OS and earlier
  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® Device Software 4.0 to 7.0
  • BlackBerry smartphones
CollapseOverview

If the BlackBerry® smartphone user cannot use the Delete or Delete Prior menu options to delete email messages from the BlackBerry smartphone, one of the following error messages might appear:

You are unable to delete messages using the Delete Prior menu item.

You are unable to delete messages using the Delete or Delete Prior menu item.

CollapseCause

The Messages database on the BlackBerry smartphone is corrupted and must be cleared.

CollapseResolution

Clear the Messages database using the Backup and Restore tool in the BlackBerry® Desktop Manager. For instructions, see KB10167.

Note: While the Messages database is being cleared, the following error message might appear:

Unable to clear database. Unrecognized data

If this happens, complete the following steps:

  1. Back up all data and applications on the BlackBerry smartphone. For instructions, see KB12487.
  2. Delete all the data from the BlackBerry smartphone. For instructions, see KB02318.
  3. Restore the data to the BlackBerry smartphone from the backup file. For instructions, see KB10339.

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