Duplicate sent email message arrives on the BlackBerry smartphone when sent using an integrated Gmail account

Article ID: KB10332

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® Internet Service
  • BlackBerry smartphones
  • Gmail® webmail account

Note: Gmail is known as Google Mail™ in some countries.

CollapseOverview

A Gmail® webmail account (for example, <name>@gmail.com) is integrated with the BlackBerry® Internet Service account. When the BlackBerry smartphone user uses the Gmail service book to send an email message from the BlackBerry smartphone or from the Gmail webmail account web site, a copy of the sent email message arrives on the BlackBerry smartphone as a new email message.

CollapseCause

Gmail webmail accounts do not have separate sent items and inbox folders. The Gmail account web page contains a Sent Mail link on the left side, but this is not a separate folder from the inbox.

Email messages in Gmail are grouped into conversations, resulting in all sent email messages and replies from others appearing as a single email message entry in the inbox. Although this grouping allows easy reading and viewing on the Gmail web page, it results in copies of sent email messages arriving on the BlackBerry smartphone as new email messages when integrated with a BlackBerry Internet Service account.

CollapseResolution

Complete one of the following resolutions.


Resolution 1

To remove and reintegrate the Gmail webmail account, complete the following steps:

  1. For instructions on how to remove a Gmail integration, see KB04620.
  2. Log in to the Gmail account.
  3. In the Gmail account click Settings.
  4. Click Forwarding and POP/IMAP.
  5. Set the IMAP status to enabled.
  6. Log in to the BlackBerry Internet Service account and reintegrate the Gmail account. For instructions on how to reintegrate a Gmail account, see KB02189.

Resolution 2

To prevent sent email messages from arriving on the BlackBerry smartphone, create a filter to block them on the BlackBerry Internet Service account.

To create a filter, perform the following steps:

  1. Log in to the BlackBerry Internet Service account.
  2. Click the Filters icon next to the integrated Gmail webmail account.
  3. Click Add a Filter to create a new filter.
  4. Configure the filter so that email messages are not sent to the BlackBerry smartphone if the email message originates from the Gmail webmail account integration. To configure this filter, complete the following steps:
    1. Type a name for the filter in the Filter Name field. For example, My sent Gmail email messages.
    2. Set the Apply filter when field to "FROM" field.
    3. Type the Gmail webmail address in the Contains field. For example, <user name>@gmail.com.
    4. Select the Do not forward messages to device option.
    5. Click Add Filter.

      Note: After creating this filter, email messages will not be received on the BlackBerry smartphone if sent from the Gmail webmail account.

CollapseAdditional Information

Gmail webmail accounts store all email messages in one central location. Email messages are sorted using a Hidden and Visible labeling system. The labels for the links on the left side of the Gmail webmail account user interface, such as the Inbox, Drafts, and Sent Mail links, use hidden labels on each of the email messages. This feature allows the email messages to be viewed as though they are in separate folders.

The BlackBerry Internet Service can receive email messages from an integrated Gmail account using the available Post Office Protocol 3 (POP3) server or Internet Message Access Protocol (IMAP) server. POP3, by design, does not support the proprietary labeling system. As such, any email message that arrive in the Inbox of the Gmail POP3 messaging server (including sent email messages) appear as a new email message and is redirected to the BlackBerry smartphone. Using the available IMAP server this issue does not occur as IMAP servers by design support the sent messages folder and as such a duplicate copy will not be delivered to the BlackBerry smartphone.

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