[Peeyabbs]

A customer has moved phone suppliers who didn't know they had BES on a dedicated server and so set them up with BIS, once notified they had BES they sold them BES Express, being cheaper etc.

The customer now can't see emails past 14 days on the blackberry.
Does anyone know a way of getting all the emails that they currently see on their computers to be seen on the Blackberry.

Many thanks.

[penguin3107]

BES only prepopulates a limited amount of messages on the handheld upon activation.
The default is 14 days.

For future activations, you can set the maximum pre population to 30 days or 3000 messages... whichever is reached first.

[Peeyabbs]

Thanks for the quick reply.
Is it down to the phone provider to set this up on the account side or can it be configured on the phone during activation?
I take it that if they want to see all emails they will need to buy BES again?

[OnlyGODSanExpert]

No not at all... This would be performed by your bes admin via the blackberry administration console by performing the steps below:

blackberry.com/btsc/kb04713

If you are preferring to BIS emails.. .they don't sync but rather reconcile.. So only the emails sent and received during activation will be available on the phone .

[Peeyabbs]

Thanks again,
I obviously don't know a great deal about blackberry services.
But by having a dedicated onsite blackberry server, they could see all the emails that they see on the computers.
By using express they can only see emails that have come in and gone out since the phone was activated, or also emails from the preceding 14 days as well?

Thanks

[OnlyGODSanExpert]

Have these users actually been activated to the Express server?

[Peeyabbs]

yes I'm afraid so, 2 so far, with a few more to go.

[OnlyGODSanExpert]

Okay.... the 2 that have been activated will need to be removed from the server then re-activated to the server for pre-population to take affect. For the users not added yet we can just increase pre-population of emails through the BlackBerry Administration Service. (30 days or 3000 messages which ever comes first, as mentioned by penguin)

Log in to the BlackBerry Administration Service.
In the Servers and Components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view > Email.
Click on the email instance.
Select the Messaging tab.
Verify that the values of Pre-population by message count and Pre-population by message age reflect the desired values.