Email messages are deleted from the BlackBerry smartphone

• BlackBerry smartphones
• BlackBerry Internet Service

Email messages are deleted from the BlackBerry smartphone.

Summary of Causes

This problem may be caused by one of the following:

1. There is insufficient storage space on the BlackBerry smartphone.
2. A setting on the BlackBerry smartphone is set to delete messages after a certain amount of time.
3. Reconciliation is configured to remove email messages from the BlackBerry smartphone when they are deleted from the messaging server.

Cause 1

There is insufficient storage space on the BlackBerry smartphone.

Resolution 1

If storage space on the BlackBerry smartphone is low, an application known as the Low Memory Manager removes old email messages automatically to create more space. 

Cause 2

A setting on the BlackBerry smartphone is set to delete messages after a certain time frame.

Resolution 2

BlackBerry Device software 4.5 to 5.0

1.         Open the Messages application.
2.         Press the Menu key.
3.         Click Options.
4.         Click General Options.
5.         Scroll down to Keep Messages, and make sure this setting is set appropriately.

BlackBerry Device software 6.0 to 7.1

1.        Open the Messages application.
2.        Press the Menu key.
3.        Click Options.
4.        Click Message Display and Actions.
5.        Scroll down to Days To Keep Messages, and make sure this setting is set appropriately.

Cause 3

The BlackBerry Internet Service account is configured to remove email messages from the BlackBerry smartphone when they are deleted from the messaging server.

Resolution 3a

Configure Microsoft Outlook to leave copies of email messages on the messaging server. For instructions, see KB12283.

Resolution 3b

Disable wireless email reconciliation for the affected email account by following the appropriate steps below:

For BlackBerry Internet Service accounts

To disable email reconciliation on the BlackBerry smartphone please refer to KB31202.

To disable email synchronization through the BlackBerry Internet Service account on a computer:

1. Log in to the BlackBerry Internet Service account on a computer.
2. In the BlackBerry Internet Service account, click the Edit icon beside the integrated account.
3. Clear the Synchronize deleted items between this mailbox and my device check box.
4. Click Save.

For the BlackBerry Enterprise Server

Disable wireless email reconciliation for the BlackBerry Enterprise Server account.