Duplicate email messages are received on the BlackBerry smartphone

Article ID: KB13528

Type: Support Content

Last Modified: 04-05-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
  • Desktop Software (Windows)
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Desktop Software
  • BlackBerry Enterprise Server
  • BlackBerry Internet Service
CollapseOverview

Duplicate e-mail messages are received on the BlackBerry smartphone.

CollapseCause
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

An email account has been set up with the BlackBerry Internet Service, either as an integrated email account or as a forwarding rule to the BlackBerry email address. The same email address and the BlackBerry smartphone associated with it are also activated on the BlackBerry Enterprise Server or using BlackBerry Desktop Redirector. This will cause the BlackBerry to receive the same email twice from different sources.

The Received Using field in duplicate email messages indicates if email messages are from the BlackBerry Enterprise Server or the BlackBerry Internet Service address.

Resolution 1

Remove the BlackBerry Internet Service email account integration or stop the messaging server from forwarding email messages to the BlackBerry Internet Service account.

  • For instructions on how to remove a BlackBerry Internet Service email account integration, see the BlackBerry Internet Service user manual located here.
  • For information about the messaging server, contact your administrator.

Note: If the BlackBerry is using both BlackBerry Internet Service and Desktop redirector then the Desktop (CICAL) and Desktop (CMIME) service books will need to be deleted from the BlackBerry within Options - Advanced Options - Service Books. Once this is done BlackBerry Desktop Manager will need to be re-installed on the BlackBerry smartphone users computer for Personal Email.


Cause 2

The Auto BCC field in the BlackBerry Internet Service account is set to use an email address that is already associated with the BlackBerry smartphone.

Resolution 2

Remove the address in the Auto BCC field in the BlackBerry Internet Service account. For instructions, see KB10818.


Cause 3

An email account is set up with the BlackBerry Internet Service. A forwarding rule is set up on the messaging server to forward email messages to the BlackBerry email address.

The first copy of an email message is delivered from the messaging server to the BlackBerry email address, <username>@<wirelessserviceprovidername>.blackberry.com, using a forwarding rule. The second copy of a message is delivered when the BlackBerry Internet Service connects to the messaging server and recognizes the new email message.

The Received using field in duplicate email messages indicates if email messages are from the BlackBerry Enterprise Server or the BlackBerry Internet Service address.

Resolution 3

Complete one of the following:

  • Remove the associated account from the BlackBerry Internet Service or remove the forwarding rule on the messaging server that is sending email messages to the BlackBerry email address. Contact your administrator about the forwarding rule.
  • Remove the account association from the BlackBerry Internet Service account. For instructions, see the BlackBerry Internet Service user manual located here.
  • Remove the forwarding rule from the Microsoft Exchange Server. 
  • Remove the forwarding rule from Microsoft Outlook.
  • Turn off the forwarding option from your third-party email account.

Cause 4

A corrupt forwarding rule set up on a messaging server is sending multiple copies of the same email message to a BlackBerry email address.

Resolution 4

Remove the corrupt forwarding rule from the messaging server. Contact your administrator to determine if multiple copies of email messages are sent using the existing forwarding rule.

The message IDs of the duplicate email messages will be different for each copy because the messaging server is sending a separate copy of each email message.


Cause 5

A Microsoft Exchange email account is set up with the BlackBerry Internet Service using the IMAP protocol. The IMAP protocol allows all email messages to be stored and accessed directly on the messaging server instead of being downloaded to an email application.

Resolution 5

Re-associate the Microsoft Exchange account with one of the following:

  • A Post Office Protocol (POP) account. For instructions, see KB02189.
  • A Microsoft Outlook Web Access account. For instructions, see KB03133.
  • A Microsoft Office 365 account. For instructions see KB31310

Cause 6

The number of email messages in your Novell GroupWise mailbox exceeds the number of email messages Novell GroupWise allows the BlackBerry Internet Service to read.

By default, Novell GroupWise allows the BlackBerry Internet Service to access the first 100 items in the Novell GroupWise mailbox. As a result, email messages are resent to the BlackBerry smartphone.

Resolution 6

Increase the number of email messages the BlackBerry Internet Service can read in the Novell GroupWise mailbox.

  1. Go to your wireless service provider's BlackBerry Internet Service web site and log in to your account.
  2. Remove the associated account. For instructions, see the BlackBerry Internet Service user manual located here.
  3. Estimate the number of new email messages your Novell GroupWise mailbox receives while you are away from your computer.
  4. Have the Novell GroupWise administrator make adjustments to allow the BlackBerry Internet Service access to a higher number of email messages than estimated in step 3. For instructions, see KB03217.

    If the Novell GroupWise system settings cannot be changed, refer to the Workaround section below.

  5. Create space in your Novell GroupWise mailbox by deleting or filing email messages.
  6. Re-associate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.

    The BlackBerry Internet Service should begin retrieving new email messages from your Novell GroupWise mailbox and forward them to your BlackBerry smartphone.

    Note: To prevent this problem from recurring, delete, or file the email messages in your Novell GroupWise mailbox regularly.


Cause 7

The IBM Lotus Domino server includes functionality that temporarily deletes email messages from the inbox before adding them again with the same message ID. The BlackBerry Internet Service removes deleted email messages from its list of known message IDs. When the email messages are added to the inbox again, the BlackBerry Internet Service identifies them as new email messages. This is by design.

Resolution 7

To resolve this issue, complete one of the following procedures.

  • Make sure that the message IDs of email messages in the associated account do not change or that email messages are not added back to the inbox of the associated account. Ask your administrator if the message IDs are changing.
  • Delete email messages from the BlackBerry smartphone using the Mailbox & Handheld setting (email messages will be deleted from the associated email account messaging server and will not be retrieved again by the BlackBerry Internet Service). For instructions, see KB11830.

Cause 8

The BlackBerry Internet Service downloads any email message with an email message UID that it did not find during the previous connection. If the email message UIDs are changed by the messaging server, duplicate email messages are received. This behavior also applies to any email message that has a blank UID.

Resolution 8

To resolve this issue, complete one of the following procedures.

  • Make sure that the message UIDs of email messages on the integrated account messaging server do not change or that email messages are not added back to the inbox of the associated account. Ask your administrator if the message UIDs are changing. In the case of an email message that has a blank UID, have your administrator remove the email message from the email server to prevent it from being delivered repeatedly.
  • Delete email messages from the BlackBerry smartphone using the Mailbox & Handheld setting (email messages will be deleted from the associated email account messaging server and will not be retrieved again by the BlackBerry Internet Service). For instructions, see KB11830.

Cause 9

One or more integrated third-party email accounts is an alias of another third-party email account that is associated with the BlackBerry Internet Service account. An email message that is sent to an integrated third-party email account and its alias is delivered to the same mailbox on the host messaging server. The BlackBerry Internet Service scans the host messaging server for each association, regardless of aliases. This is by design.

Resolution 9

To resolve the issue, complete one of the following steps:

  • Contact the messaging server administrator to create a separate mailbox for the aliased email address.

    Note: Remove and re-associate the previously aliased email address with the updated email account credentials.

    Note: The following does not apply to Microsoft Exchange or Microsoft Microsoft Outlook Web Access associations.

Create filters in your BlackBerry Internet Service account to prevent email messages sent to the integrated third-party email account from arriving on your BlackBerry smartphone.

Example

  • The email address alpha@<domain>.com is associated with the BlackBerry Internet Service.
  • The email address, beta@<domain>.com, is an alias of alpha@<domain>.com, and is also associated with the BlackBerry Internet Service. Email messages sent to either email address are delivered to the same inbox on the <domain>.com messaging server.

By default, an email message sent to either alpha@<domain>.com or beta@<domain>.com arrives on the BlackBerry smartphone in duplicate.

To resolve this issue, perform the following:

  • Create a filter applied to alpha@<domain>.com with the following settings: 
     
    Filter Name:
    Duplicate Email Block
    Apply filter when: "To" field *
    Contains: beta@domain.com
    Do not forward messages to device option is selected
     
  • Create a filter applied to beta@<domain>.com with the following settings: 
     
    Filter Name: Duplicate email block
    Apply filter when: "To" field *
    Contains: alpha@domain.com
    Do not forward messages to device option is selected

The BlackBerry Internet Service should no longer redirect email messages addressed to beta@<domain>.com to the BlackBerry smartphone using the alpha@<domain>.com association.

Important: If an incoming email message has been addressed to both email addresses in the To field, this filter configuration prevents delivery of the email message to the BlackBerry smartphone.


Cause 10

The email address that is receiving duplicate email messages is set up on another BlackBerry Internet Service account in another region.

Resolution 10

Search for the email address that is receiving duplicate email message in other regions, such as Europe and Asia Pacific.

CollapseWorkaround

This workaround applies if the number of email messages in your Novell GroupWise mailbox exceeds the number of email messages Novell GroupWise allows the BlackBerry Internet Service to read.

Perform one of the following:

  • If you are unable to perform the resolutions previously mentioned, contact your Novell GroupWise administrator to turn on IMAP access on the messaging server.
    1. Remove your Novell GroupWise email account from the BlackBerry Internet Service account. For instructions, see the BlackBerry Internet Service user manual located here
    2. Re-associate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.
  • If you are unable to perform the resolution, you can use Novell GroupWise switches to specify email message download settings.

The switch to change the total number of email messages shown on connection is l=1-1000.

The l option limits the number of email messages to download for each POP3 session. For example, if you want to limit the number of email messages to 1000, enter l=1000. The format of the switch is <user_ID>:l=1000.

You should also use this switch to improve connection speed if you have a large email message count. With this option, the STAT command always reports an artificial file size of 1, which can save time.

Complete the following tasks:
  1. Remove your Novell GroupWise email account from the BlackBerry Internet Service account. For instructions, see the BlackBerry Internet Service user manual located here.
  2. Re-associate your Novell GroupWise email account and include the Novell GroupWise switch.

Note: To re-associated your Novell GroupWise email account, see KB02189.

Note: For more information, go to the Novell documentation web site and search for the Novell GroupWise 6.5 Administration Guide.

  • Create space in your Novell GroupWise mailbox.
    1. Remove your Novell GroupWise email account from the BlackBerry Internet Service account. For instructions, see the BlackBerry Internet Service user manual located here.
    2. Delete and file the email messages in your Novell GroupWise mailbox until the number of email messages is lower than the number of items being read by the BlackBerry Internet Service.
    3. Associate your Novell GroupWise email account with the BlackBerry Internet Service. For instructions, see KB02189.

Note: To prevent this problem from recurring, delete or file the email messages in your Novell GroupWise mailbox regularly.

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