• BlackBerry® Desktop Software 2.1 and later
• BlackBerry device
• IBM® Lotus Notes®

You are unable to reconcile messages. Or, the BlackBerry Desktop Manager fails during message reconciliation.

Summary of Causes

The following are possible causes for this problem:

1. Extra spaces in a folder name within Lotus Notes.
2. Insufficient permissions.
3. Delete On and Hide Filed Messages options are not configured.
4. The BlackBerry Enterprise Server has insufficient permissions to the BlackBerry device user’s mail file.

Cause 1

Extra spaces at either the beginning or end of a folder name within Lotus Notes cause message reconciliation problems.

Resolution

Remove extra spaces from folder names.

1. Open Desktop Manager and double-click Redirector Settings. Click the Advanced tab.
2. Under Folder Redirection, select Selected folders and click Choose Folders.
3. Select each folder and make note of any extra spaces before or after the folder name. If spaces are found, modify the folder name in Lotus Notes.

Cause 2

Your BlackBerry Enterprise Server account does not have sufficient permissions to the BlackBerry state database. This causes BlackBerry Desktop Manager to encounter an unexpected error while trying to access the BlackBerry state database.

Troubleshooting

Begin by looking for errors about database access. Click the BlackBerry State Database link in the User Configuration document.

1. From your Lotus Notes client, go to File > Database> Open.
2. Select BlackBerry Enterprise Server > BES folder> BlackBerry Profiles Database.
3. Double-click the user name to open the User Configuration document.
4. Find the state database link.
5. If you see an error stating that the BlackBerry State Database could not be found, contact your system administrator.

Resolution

Apply sufficient permissions to the BlackBerry State Database.

1. Have an administrator check the Access Control List (ACL) for your BlackBerry State Database.
2. Add your account to the ACL and grant it Manager Access.

Cause 3

The Delete On and Hide Filed Messages options are not configured on the BlackBerry device.

Resolution

Perform an initial synchronization with email reconciliation configured and enabled so the Delete On andHide Filed Messages options appear on the device.

Cause 4

The BlackBerry Enterprise Server does not have the correct privileges to delete messages from the BlackBerry device user’s mail file. In this situation, you cannot reconcile messages deleted on the BlackBerry device with Lotus Notes.

Resolution

Complete the Troubleshooting steps, below. If they resolve the issue, the Domino Administrator should determine the group that was previously assigned permissions to the BlackBerry device user’s mail file, allowing the BlackBerry Enterprise Server to delete messages. Once this has been determined, assign Delete privileges to that group in the Access Control List.

Troubleshooting

1. In the ACL in the BlackBerry device user’s mail file, assign Manager access with Delete privileges to the BlackBerry Enterprise Server.
2. Verify that deleted messages can be reconciled. 
   
   

If none of the preceding steps solve the problem, modify the computer registry.

Warning: The following procedure can cause substantial damage to the Microsoft® Windows® operating system. Document and back up any existing registry entries prior to implementing any changes.

1. Delete the Folder Management subkey from the registry, located in HKEY_CURRENT_USERSoftwareResearch In MotionBlackBerrySynchronize
2. Delete the value of the NotesServer registry entry.
3. 1. Go to Start > Run. Type regedit and clickOK. The Registry Editor window appears.
   2. Go to HKEY_CURRENT_USER > Software > Research In Motion> BlackBerry > Notes Server and double click the NotesServer entry.
   3. Remove the information and click OK.
4. Close and open Desktop Manager again. The Select a BlackBerry Server window appears.
5. Enter the BlackBerry Enterprise Server name and clickOK.
6. Create a subfolder in the Inbox. During the synchronization process, you see Initializing Folders.
7. Determine if you can access the BlackBerry State Database on the BlackBerry Enterprise Server.
8. Using the COM port or universal serial bus (USB) cable, connect the device to the personal computer and reconcile the device and mail client messages.