No folders are listed when the folder list is viewed on a BlackBerry smartphone

Article ID: KB10373

Type: Support Content

Last Modified: 09-15-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Business Cloud Services for Microsoft Office 365
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 5.0 SP4 for Microsoft Exchange
  • BlackBerry Enterprise Server 4.0 to 4.1 for Novell GroupWise
  • BlackBerry Enterprise Server 4.0 to 5.0 for IBM Lotus Domino
  • BlackBerry Business Cloud Services for Microsoft Office 365
  • BlackBerry smartphones
  • DT 67066
  • DT 104435
  • DT 403353
  • DT 403380
CollapseOverview

When the folder list is viewed on the BlackBerry smartphone, the folder list from the mailbox is missing.

CollapseCause

The folder list data exceeds the maximum size (127 KB) that can be sent using the BlackBerry Dispatcher service. The BlackBerry Dispatcher also has a 64 KB size limitation. If the compressed data is larger than 64 KB, the folder list will fail to populate on the BlackBerry smartphone.

As a result, the following error is found in the BlackBerry Dispatcher logs and BlackBerry Messaging Agent logs:

[20567] (08/29 08:57:11):{0x9C8} {LastName, FirstName} Uncompressed data too large (147185 > 130048)
[30374] (08/29 08:57:11):{0x9C8} {LastName, FirstName} Packet returned as REFUSED - could not be delivered to device, Tag=0
[30388] (08/29 08:57:11):{0x9C8} [BIPP] {LastName, FirstName} Forwarding status to BES Agent, intTag=658420, extTag=0
[40000] (08/29 08:57:11):{0xA54} [BIPP] Received status REFUSED, Tag=658420

[30273] (08/29 08:57:11):{0xCB0} {LastName, FirstName} OTAFM command returned as REFUSED - could not be delivered to device, Tag=658420

CollapseResolution

This issue is under investigation. A resolution is currently unavailable.

CollapseWorkaround

As a workaround the following can be completed to reduce the folder list and load it back to a BlackBerry smartphone

Reduce the size of the folder data in the mailbox

  1. Reduce the number of folders by removing some folders from the mailbox.
  2. Reduce the number of folders by moving messages into parent folders, deleting the child folders, and collapsing the folder structure.
  3. Shorten the names of long folders in the mailbox.
  4. Wait at least 4 hours for the folder rescan on the BlackBerry Enterprise Server to occur.

Disable Wireless Email Reconciliation

  1. On the BlackBerry smartphone, open the Messages application.
  2. Press the Menu key and click Options.
  3. Select Email Reconciliation.
  4. For Wireless Reconcile set the option to Off.
  5. Press the Menu key and click Save.

    Note: If there is more than one message service on the BlackBerry smartphone, make sure to select the Desktop message service before completing step 4.

Clear the existing folders from the BlackBerry smartphone

  1. Connect the BlackBerry smartphone to the computer.
  2. Open the BlackBerry Desktop Software, and double-click Backup and Restore.
  3. Click Advanced and wait for the folder list to appear under Device Databases.
  4. Click the Folders database.
  5. Press the CTRL key and select the FolderID database.
  6. Click Clear.
  7. Close the BlackBerry Desktop Software and disconnect the BlackBerry smartphone from the computer.

Enable Wireless Email Reconciliation

  1. On the BlackBerry smartphone, open the Messages application.
  2. Press the Menu key and click Options.
  3. Select Email Reconciliation.
  4. On the Email Reconciliation screen, select Wireless Reconcile. Click the Menu button and select Change Option (or press the space bar) to set the option to On.
  5. Press the Menu key and click Save.

Note: The folder list may take some time to populate on the BlackBerry smartphone. If the error shown above appears in the logs again after enabling Wireless Email Reconciliation, complete the workaround steps again to further reduce the size of the folder data.

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