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Troubleshooting
266 BlackBerry Wireless Handheld
read on your desktop and marks them as read on your handheld. Refer to "Using wireless email
reconciliation" on page 90 for more information.
I deleted an email message on my desktop and then reconciled my email messages.
Why are email messages not being deleted on my handheld?
You must configure the Message List Options screen so that messages that you deleted from
your desktop are deleted from your handheld each time that you reconcile email messages using
the Intellisync tool. Refer to "To delete email messages on your handheld and your desktop" on
page 111 for more information.
Messages that you delete from the desktop are moved into the Deleted Items folder. The
messages are deleted from your handheld when the next email reconciliation occurs.
Messages are not being sent from my handheld. What should I do?
Verify that your handheld radio is turned on and verify that the network settings are correct. Your
messages might not be transmitting for several reasons:
• If a clock icon appears beside the unsent message, you are not in a wireless coverage area. For
your messages to be sent you need to be in a location with sufficient wireless coverage. Check
the wireless coverage indicator that is located in the top right corner of the Home screen. Refer
to "Network status icons" on page 39 for more information on the wireless coverage indicator.
• If an X icon appears beside the unsent message, an error occurred during its transmission.
Open the message and scroll to the top of it. The Message Status field indicates what
Note: To use wireless email reconciliation, your handheld must meet one of the following
conditions:
• If your handheld is integrated with an enterprise email account, your handheld must be
enabled for wireless email reconciliation on BlackBerry Enterprise Server version 3.6 or
later for Microsoft Exchange, or on BlackBerry Enterprise Server version 2.2 or later for
Lotus Domino.
• If your handheld is integrated with a new or existing ISP email account, your handheld
must be enabled on version 1.7 or later of the BlackBerry Web Client.
Contact your system administrator or service provider for more information on whether
you can use wireless email reconciliation.
Microsoft
Exchange
If you are using Microsoft Outlook as your desktop email program, two scenarios
might prevent messages from being deleted from your handheld:
• In Microsoft Outlook, on the Tools menu, click the Options icon and click the
Other tab. Verify that the Empty Deleted Items folder upon exit option is not
selected. If you empty your Deleted Items folder when you close Outlook, the
status of the message on your handheld cannot be updated and the message is
not deleted.
• If you delete messages from your desktop using a Shift key and the Backspace
key, the message is removed from your desktop and does not appear in your
Deleted Items folder. Without reference to the message, the status of the
message on your handheld cannot be updated and the message is not deleted.