Duplicate messages on your BlackBerry

Problem:
You received duplicate messages on your BlackBerry Wireless Handheld™.
Duplicate messages might be caused by one of the following:

• handheld is not in an area of sufficient wireless network coverage
• rules or filters are forwarding duplicate messages to multiple folders
• multiple instances of the BlackBerry Desktop Redirector are running for the same mailbox, or the desktop redirector and BlackBerry Enterprise Server are enabled for the same mailbox.
• Desktop Redirector is running but you are running using a BlackBerry account.
  

Cause
The handheld is not in an area of sufficient wireless coverage, therefore it cannot send an acknowledgement to the BlackBerry Enterprise Server or the BlackBerry Desktop Redirector, to confirm it has received the message.

Resolution
The issue will be resolved one the handheld returns to an area of sufficient wireless network coverage.

Cause
Filters are configured to forward duplicate messages to more than one folder.

Resolution
Modify or delete the filters by performing the following steps:

• Any filters configured on the server, Inbox or the BlackBerry Desktop Software. Save and delete.
• Re-create the filter and send test messages that meet the filter criteria.

Cause
Multiple instances of the BlackBerry Desktop Redirector are configured and running for the same mailbox or the BlackBerry Desktop Redirector and the BlackBerry Enterprise Server are configured for the same mailbox.

Resolution
Use only one source of message redirection, such as the following:

• Use only one instance of the BlackBerry Desktop Redirector for the mailbox.
• Use either the BlackBerry Enterprise Server or the BlackBerry Desktop Redirector.

Cause
You are running the BlackBerry Desktop Redirector, which is installed with the BlackBerry Desktop Software, but you are using the BlackBerry account.

Resolution
Remove the BlackBerry Desktop Redirector service book from the handheld and modify the install of the BlackBerry Desktop Manager to prevent the service book from returning.

To remove the service book from the handheld, perform the following steps:

• On the handheld, go to Options > Service Book
• Highlight the Desktop [CMIME] > Click the trackwheel and select Delete from the menu.
  To modify the BlackBerry Desktop Manager install for versions 3.5 and earlier, perform the following steps:
• Close the desktop manager
• In Add/Remove Programs choose the BlackBerry Desktop Manager Software and click Change/Remove.
• When the install program appears, click Modify.
• Choose one of the following install options:
  • Integrate with an enterprise email account
  • Integrate with new or exisiting ISP account
• Complete the installation.
  

To modify the BlackBerry Desktop Manager install for version 3.6.1 and later, perform the following steps:

• Close the desktop manager
• In Add/Remove Programs choose the BlackBerry Desktop Manager 3.6.1 and click Change/Remove.
• When the install program appears, click Modify.
• On the Email Integration Option screen select BlackBerry Web Client.
• Click Next.
• Complete the installation.