Email messages for a BlackBerry Internet Service subscriber are not reconciling correctly

Email messages that the subscriber sends from the BlackBerry smartphone are not appearing in the sent items folder of the subscriber's email account.

Microsoft Outlook Web Access Version 5.5 email accounts do not save sent email messages in the sent items folder.

Email messages that the subscriber deletes from the email account are not deleted on the BlackBerry smartphone.

1. Ask the subscriber to change all POP or IMAP email account settings to specify the Synchronize deleted items from between this mailbox and my device setting so that email messages that the subscriber deletes from the email account are automatically deleted from the BlackBerry smartphone.
2. Ask the subscriber to verify that wireless message reconciliation on the BlackBerry smartphone is turned on.

Changes that the subscriber makes to email messages (for example, marking an email message as opened) on the BlackBerry smartphone are not reflected in the subscriber's email account.

Some email account types or specific email implementations do not support wireless email reconciliation.

1. Ask the subscriber to turn on wireless email reconciliation on the BlackBerry smartphone.

For more information, ask the subscriber to click the Help icon on the Home screen of the smartphone.

After the subscriber marks an email message as opened on the BlackBerry smartphone, several minutes pass before the change is reflected in the subscriber's email account.

Status changes for email messages are stored on the BlackBerry smartphone and are delivered periodically to the email account.

1. Ask the subscriber to click Reconcile Now in the message list on the BlackBerry smartphone.

The subscriber receives jumbled or blank email messages.

Many languages with large or complex character sets require UTF-8 encoding to properly display characters in applications such as email applications and browsers. For example, if an email message contains a French character with an accent and UTF-8 encoding is not used during the transmission of that content, the text might be misinterpreted when the email applications receives it. If it is misinterpreted, the email messages might be empty or might contain incorrect characters.

If the subscriber is consistently receiving email messages that are jumbled or empty, turn on UTF-8 encoding.

The subscriber cannot delete email messages from the BlackBerry smartphone without reconciling with the email account.

If the subscriber specifies the Delete Prior setting on the BlackBerry smartphone to delete all email messages prior to a specific date, the deleted email messages are not deleted in the email account.

For more information, ask the subscriber to click the Help icon on the Home screen of the smartphone.