Blackberry no longer able to delete emails like it once did (mail4)

I have a client that has used a Blackberry 8830 for quite a while. I am going to provide his email of the history of events below and would love some feedback. He is tied to mail4 which had issues within the last week I believe. Don't know if it is related or not.



Here's the history of events:

On my original Blackberry, I could highlight a group of emails and would be given the choice of deleting them on just the handheld OR handheld AND the mailbox. Typically I would select the handheld and the mailbox. A red arrow in the upper right corner would indicate the device was talking to the server. It would delete the emails on the handheld .. no error or bounceback messages.

I could go to web mail (Horde) and would see that all of the "Inbox" was now moved to the "Trash" or "Virtual Trash" folder.
This was great because when I turned on my regular desktop computer and open Outlook Express I would only get new emails rather than the whole day's junk stuff all over again.

That unit wore out, I have a new 8830 World Edition. I can still highlight a group of emails, delete them on handheld AND mailbox, the red arrow comes up (it is talking to the server) and looks like everything completed nicely (the emails delete on the handheld). If I turn on my desktop or development computer and open Outlook Express I get all of the emails again. I go to web mail and they are all still in the "Inbox". If I go to the web mail without opening Outlook Express, same thing, they are all still in the "Inbox".

On the handheld, the wireless "reconcile" is ON. The Blackberry tech support guided me to a "Reconcile Now" command on one of the menus and same thing ... the mailbox on the server doesn't respond or obey the command. I hopes that all makes sense.


Thanks,

Greg
 
I had this issue with my last BB as well, it would not delete mails. Since it is using an IMAP to the server as long as the BIS is deleting, it should delete from the server. I am wondering if some BIS servers are deployed to only delete locally and not via IMAP.
 
Just to add more clarification... this is through Verizon. He has worked with both Verizon and Blackberry tech support and they say the phone is set to do everything correctly. What I don't know is if the phone is talking directly to mail4 or does the phone talk to a blackberry server which in turn talks to mail4.

From your response I am guessing it all goes through a BIS server at Blackberry or Verizon?

I don't know how reliable it is, but when I use the Blackberry Validation tool www.blackberry.com/eavt it doesn't seem to validate anything. It requires we put in the user's email address and password which we do (I have verified password and login via webmail). But nothing validates.

Stephen, I can PM login info if you want to test.

Greg
 
Yes it all goes via BIS, not direct. On blackberry the BIS server makes all the connections back to the mail server on the phones behalf, from the mail server side we'll sometimes see hundreds of connections from RIM IP addresses, normally this is a concern to see so many, but with RIM we just know it is blackberry proxy servers. Notably of late that has tapered off, but no we've not modified anything here.

I did not use the BIS from Verizon, but from Sprint and it has a web login tool to control such things on the BIS server, do you know if he had anything like that?
 
Hey Stephen,

Here is some additional information sent by Blackberry Support:


After further review and testing when we are submitting the command to the mail server to delete the message we are receiving a failure command back from them.

we have provided a time stamp example of when we submitted the delete request and the mail server error below, your mail server provider will need to review the time on their server to identify seeing our request and why it was blocked

Apr 17 21:30:25.182947 Received unexpected response from server: 500


Greg
 
In addition... I am trying to get the customer to get MORE info from Blackberry as all they provided above was an error, not exactly what there server was doing. I know they said they submitted delete request, but they didn't say exactly how that was done... what protocol what port and so forth.
 
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