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Unable to hide sent items while reconciling email on the BlackBerry smartphone

Article ID: KB25380

Type: Support Content

Last Modified: 08-08-2012

 

Product(s) Affected:

  • BlackBerry Curve 9330 (3G)
  • BlackBerry Curve 9300 (3G)
  • BlackBerry Pearl 9100 Series
  • BlackBerry Storm
CollapseEnvironment
  • BlackBerry® Device Software 5.0.0.921
  • BlackBerry® Device Software 5.0.0.955
  • BlackBerry® Device Software 5.0.0.1015
  • DT 1021338

 
CollapseOverview
When enabling the Hide Sent Messages option on a BlackBerry® smartphone, the change is not saved upon exit.
CollapseResolution
This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.
CollapseWorkaround
  1. Backup the BlackBerry smartphone
  2. Perform a security wipe of the BlackBerry smartphone. For instructions on how to perform a security wipe of the BlackBerry smartphone, please refer to knowledge base article KB14058
  3. Perform an Enterprise Activation of the BlackBerry smartphone
CollapseAdditional Information
In some cases, the BlackBerry® Administration Service may be configured to manage Configuration Channel options for the BlackBerry smartphone.

Verify the following:

The BlackBerry smartphone software menu on the navigation tree won't be visible unless the BlackBerry Device Software deployment managed by BlackBerry Administration Service is set to Yes.  To verify this follow the steps below:

  1. Navigate to  BlackBerry Administration Service > BlackBerry Domain >  Component View >  BlackBerry Administration Service > Component Information Tab 
  2. Ensure the BlackBerry Device Software deployment managed by BlackBerry Administration Service is set to No.

If the above is set to Yes, further verify the following settings below, as they can potentially impact these options. If No, no further action is needed and more investigation of the issue is required.

  1. Navigate to  BlackBerry Solution Management > Software >  BlackBerry Device Software > Manage BlackBerry Device Software configurations
  2. Select the required configuration that needs to be managed
  3. Select Edit BlackBerry Device Software configuration
  4. On the Configuration information tab, verify that Hide Sent Items and Hide Sent Items - attributes are not configured to hidden  
  5. Save All (if necessary)
 
Now it is possible to assign the software configuration to the BlackBerry smartphone user.
 
  1. Navigate to BlackBerry Solution Management > User > Manage Users 
  2. Find and select the required  BlackBerry smartphone
  3. Select the Software Configuration tab >  Select Edit User
  4. Select the software configuration modified and add it to the current software configuration 
  5. Save All

At this point a job is created to send the config update to the BlackBerry smartphone. The status of the job can be viewed via Manage deployment job status. The Status type for this is BlackBerry device software application setting. By default this job will execute every 15 minutes.
 
Warning: The following procedures delete either all data, or all data and applications on the BlackBerry smartphone. Back up the data on the BlackBerry smartphone before proceeding. For instructions on performing this backup, see KB12487 For instructions on how to perform a security wipe of the BlackBerry smartphone, please see: KB14058

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