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A customer complains that e-Mails from a certain person disappear after they are received. What would be your first troubleshooting steps?

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1. Check the spam folder.
2. Check the bulk mail folder.
3. Check the deleted items folder.
4. If using a mail client, check the rules to determine if there is a rule setup to do something with email from that particular person.

Posted on Jul 01, 2008

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I am finding a little question mark beside a number of my E mails just recently. How do I avoid having that show up on E mails.?


Not sure but i do believe that the question marks are asking you if you know this person. The question marks should go away if you know and trust the sender enough to add them to your trusted accounts. Once you add them as known, the question marks should disappear from certain people that have been added.

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My blackberry can send messages but i can't recieve them


If the customer is not getting the EDGE/GPRS in small case then search the network manually in the handset and then do a hard reboot.
If the customer able to send mails then tries to re-integrate the accounts and then send the service book to the customer. Once customer receives the service book then request to do a hard reboot.

If the customer is not able to send the mails then it will come back to him with a cross mark. Open that cross mark mails and you will get the error at the top of the mails. Read out the error and depending upon it does the troubleshooting

If the customer is using OWA account then we need to check the mail delivery location. If the mail delivery is in mailbox then we need to re-integrate the account and if the mail delivery is in the pst then change it to mailbox. Also check the total count of mails in the inbox should be less than 900.

If the above step don’t work then poll the account from the admin site and then send service book.

Finally if none of the steps works then raise ticket for BIS.

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Check Ur account with another computer its sending and receive Ur personal mails correctly then its problem in Ur internet explorer use Mozilla for check the send and receive Ur mails .

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