Unread marks synchronization is inconsistent between BlackBerry smartphone and IBM Lotus Notes

• BlackBerry® Enterprise Server versions 4.0 and 4.1
• IBM® Lotus® Domino® versions 6.0, 6.5, 7.0, 8.0 and 8.5 
• SDR44719
• SDR50187
• SDR65372

The synchronization of read or unread marks is inconsistent between the BlackBerry smartphone and IBM® Lotus Notes®.

This issue is caused by one of the following:

1. The BlackBerry Enterprise Server and the BlackBerry smartphone user do not have Manager and Editor rights.
2. Unread marks replication of the mail database is not configured.
3. A failover between the clustered replicas of the mail databases was performed.
4. Unread marks became inconsistent while the IBM Lotus Notes email client was not running.
5. The BlackBerry Enterprise Server is connecting to a failover messaging server.
6. The BlackBerry smartphone user's mail file version is prior to IBM Lotus Domino version 6.0.

Complete the appropriate resolution for your cause.

The BlackBerry Enterprise Server and the BlackBerry smartphone user do not have Manager and Editor rights to the mail databases.

Resolution 1

Complete the folllowing steps in the IBM Lotus Domino Administration client:

1. Go to File > Database > Access Control.
2. In the access control list (ACL), make sure that either LocalDomainServers or the BlackBerry Enterprise Server is listed. If LocalDomainServers is listed, make sure the BlackBerry Server is a member of this group.
3. Ensure that the User Type is Server and the Access is Manager.

Cause 2

Unread marks replication of the mail databases is not configured.

Resolution 2

Configure the replication of the unread marks. To do this, check the database properties on the mail database replicas. Then, on the Advanced tab, select All servers under Replicate unread marks. For details, please see KB11557.

Cause 3

After performing a failover between the clustered replicas of the mail databases, the unread marks in the unread table are not synchronized. When the BlackBerry smartphone user clicks the mail database icon in IBM Lotus Notes, the email client accesses the replica in the secondary messaging and collaboration server. The BlackBerry smartphone user then notices differences in the read and unread messages on the BlackBerry smartphone.

Resolution 3

To synchronize the unread table, perform a manual replication between the clustered mail database replicas in IBM Lotus Notes.

Note: Once the manual replication is complete, click View > Show Unread. The number of unread messages should match the number that appears on the Database icon in the mail database replicas (including the local desktop replica copy).

Cause 4

Unread marks between the BlackBerry smartphone and the mail file became inconsistent while the IBM Lotus Notes email client was not running or not connected to the IBM Lotus Domino Server.

Resolution 4

On both the BlackBerry Enterprise Server and the IBM Lotus Domino Server, upgrade IBM Lotus Domino to version 6.0.4 or later, or version 6.5.4 or later.

Cause 5

The IBM Lotus Domino Server on which the BlackBerry smartphone user's mail file resides is a member of a IBM Lotus Domino cluster. As a result, the BlackBerry Enterprise Server is connecting to the failover messaging server.

Resolution 5

On both the BlackBerry Enterprise Server and the IBM Lotus Domino Server, upgrade IBM Lotus Domino to version 6.0.4 or later, or version 6.5.4 or later. Select the Clustered Servers Only option under Replicate unread marks.

Cause 6

If the BlackBerry smartphone user's mail file version is prior to IBM Lotus Domino version 6.0, the BlackBerry Messaging Agent does not synchronize read or unread marks to the associated BlackBerry smartphone.

To verify this, perform the following steps in the IBM Lotus Domino Administration client:

1. Go to File > Database > Properties.
2. Select the i tab and check the On-Disk Structure (ODS) version (in IBM Lotus Domino version 6.0, the ODS version is 43).

Workaround

In BlackBerry Enterprise Server version 4.0 SP3, you can modify a registry key to enable and disable the BlackBerry Messaging Agent to check read or unread marks. The registry key controls whether or not the BlackBerry Enterprise Server will check the ODS version. If the functionality is enabled, wireless reconciliation of read or unread marks will occur regardless of the ODS version. 

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

Complete the following steps:

1. In the registry, navigate to HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server\Agents.
2. Create a new Dword value named CheckMailTemplateVersionForOTAFM.
3. Assign one of the following values:
   • 0 - where the BlackBerry Enterprise Server will check for read/unread marks
   • 1 - where the BlackBerry Enterprise Server will not check for read/unread marks

Important: Performing this workaround in IBM Lotus Domino versions prior to 6.0.4 or 6.5.4 may result in inconsistent reconciliation problems and is not recommended.

For more information, see KB04307 and KB04490.