"Days to synchronize" is set to "No Limit" but the BlackBerry 10 smartphone syncs only 30 days of information

Article ID: KB33742

Type: Support Content

Last Modified: 02-10-2014

 

Product(s) Affected:

  • BlackBerry 10
  • Z10
  • BlackBerry Enterprise Service 10
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry Enterprise Service 10
  • BlackBerry Device Service 6.2
  • BlackBerry 10 OS version 10.0.9.xxxx
  • PR 205324 / DT 5977199
  • DT 6609882
  • DT 6600423
CollapseOverview

When Days to synchronize is set to No Limit in the BlackBerry Device Service Email profile settings in BlackBerry Enterprise Service 10, there will only be 30 days of email syncs to the BlackBerry 10 smartphone. The smartphone will show Sync Timeframe as 30 days.

An attempt to setup a Microsoft Exchange ActiveSync account on the smartphone without a connection to BlackBerry Enterprise Service 10 also results in the same behavior.

Note: This does not affect the BlackBerry PlayBook tablet which does not have a Sync Timeframe setting.

CollapseCause
The Sync Timeframe is limited to 30 days on BlackBerry 10 OS version 10.0.9.xxxx.
CollapseResolution

Update to BlackBerry 10 OS version 10.1 and later. Contact the wireless provider to confirm upgrade availability.

Note: BlackBerry 10 smartphones connected to BlackBerry Enterprise Service 10 are still limited to 30 days.

CollapseWorkaround
Perform a Remote Search to retrieve older emails.
CollapseAdditional Information
BlackBerry 10 smartphones activated directly to Microsoft activesync and set to sync with timeframe of forever could reach the next limit of 200MB or 200,000 messages.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.