How to perform an email reconciliation test

Article ID: KB11714

Type: Support Content

Last Modified: 03-20-2013


Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
Jump to: Environment | Overview
  • BlackBerry Enterprise Server 4.0 to 5.0 SP4
  • BlackBerry smartphones

Email reconciliation is a low priority function between the BlackBerry Enterprise Server and the Messaging Server which may not occur in near real-time and therefore appear to be non-functioning.

An email reconciliation test should be run if a BlackBerry smartphone user reports email messages that have been opened, moved, or deleted in Novell GroupWise, Microsoft Exchange, or IBM Lotus Domino that are not reflected on the BlackBerry smartphone, and vice versa. To conduct an email reconciliation test, complete the following steps:

  1. On the home screen of the BlackBerry smartphone, click Messages.
  2. Press the Menu key and click Options.
  3. Select Email Reconciliation.
  4. Verify the following options:
    • Message Services is set to Desktop.
    • Delete On is set to Mailbox and Handheld.
    • Wireless Reconcile is set to On.
    • On Conflicts is set to Mailbox Wins.
    • Under the General Options message list option, verify that Hide Filed Messages is set to Yes.
    • Save changes and re-open the Messages application.
  5. Send five email messages to the BlackBerry smartphone user's email account with the Subjects listed as:  Test 1 to Test 5

Perform the following actions as the messages arrive in the user’s mailbox and on the smartphone:

  1. Open email message Test 1 on the BlackBerry smartphone so that it is marked as read.
  2. Open email message Test 2 on the BlackBerry smartphone user's email messaging client and mark it as read.
  3. Leave email message Test 3 untouched on both the BlackBerry smartphone and email messaging client.
  4. Delete email message Test 4 on the BlackBerry smartphone.
  5. Delete email message Test 5 in the email messaging client, but do not permanently delete the message (shift+delete). Only move it to the Deleted Items/Trash Folder.
  6. On the BlackBerry smartphone, in the Messages application, press the Menu key.
  7. Select Reconcile Now.
  8. Once the reconciliation process has completed, verify the email messages are now as follows in both the email messaging client and on the BlackBerry smartphone:
  • Test 1 is marked as read.
  • Test 2 is marked as read.
  • Test 3 is marked as unopened.
  • Test 4 is deleted.
  • Test 5 is deleted.

Note: For Microsoft Exchange Server environments, Microsoft Outlook Web Access is preferred over Microsoft Office Outlook in cases where both are available.

If the results match, the email reconciliation process is working correctly. If there are any other results, there may be an issue with the email reconciliation process. For more information, see KB10939.

If the email messages did not reconcile the changes correctly, gather the RefID of each email message that did not reconcile.

To view the RefID, open the test email message on the BlackBerry smartphone, press and hold the Alt key, and type: view (BlackBerry Storm smartphone users, see KB17140 to view the RefID).

The RefID should appear at the top of the email message. Document the RefID for each of the test email messages.

The following information is required when contacting BlackBerry Technical Support Services:

  1. The full name of the BlackBerry smartphone user with which the above test was performed.
  2. The PIN of the BlackBerry smartphone that was tested.
  3. The version of BlackBerry Device Software on the BlackBerry smartphone that was tested.
  4. The RefID of the email messages that did not reconcile and what action was taken on each email message.
  5. The time that the actions were performed against the email messages.


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