Email message prepopulation does not occur after a BlackBerry smartphone is activated

Article ID: KB05025

Type: Support Content

Last Modified: 11-26-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 4.0 SP4 for Novell GroupWise
  • BlackBerry Enterprise Server 5.0 for Microsoft Exchange
  • BlackBerry smartphone
  • DT 43986
  • DT 56363
CollapseOverview

Email message prepopulation does not occur after a BlackBerry smartphone is activated for an existing BlackBerry smartphone user.

If the above scenario occurs, refer to the following instructions:

  1. If Novell GroupWise is used, confirm the BlackBerry Enterprise Server version then:
    1. Upgrade to latest version of BlackBerry Enterprise Server for Novell GroupWise.
       
  2. If the BlackBerry information still exists in the BlackBerry user's mailbox then:
    1. Remove the account from the BlackBerry Enterprise Server, ensuring to Delete the user and remove the BlackBerry information from the user's mail system.
    2. Add the user back to the BlackBerry Enterprise Server.
    3. Begin a new enterprise activation process.
       
      NOTE: If the user is removed/added and security wiped, the wireless backup data will also be removed. If the BlackBerry smartphone settings, phone call logs etc. require to be saved, back up the BlackBerry smartphone prior to removing the user.
       
  3. If this is a new BlackBerry user or new BlackBerry smartphone then:
     
    • Email pre-population only occurs if the BlackBerry Enterprise Server detects a new user or a new PIN (new BlackBerry smartphone) for an existing user.
CollapseAdditional Information

Special note about BlackBerry Enterprise Server 5.0 SP4 and message prepopulation:

In BlackBerry Enterprise Server 5.0 SP4, message pre-population has been enhanced to allow for more messages to be downloaded by default:

  • Number of Messages: 1000
  • Number of Days: 14 days

When does Pre-population occur?

In previous versions of BlackBerry Enterprise Server, a message prepopulation would occur when there was no PIN assigned to the user (invalid device id) or when a PIN was queued to change. In SP4, these checks are no longer required and the BlackBerry Enterprise Server will perform pre-population on all Enterprise Activations.

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