When a user is experiencing synchronisation issues between their BlackBerry handheld device and the Lotus Notes mail file, it may be a result of a corrupt user state database.

While there are numerous methods by which you can resolve this issue, such as removing entries from the state database, the definitive method to resolve this issue is to re-activate the device for the user.

To do this, follow this process:

1. Delete the user from the BlackBerry Manager
   
   In BlackBerry Manager, right click the user, and select delete. When prompted as to whether to delete the state database or not, ensure that you delete it.
   
2. Ensure that the user is purged from the server
   
   In BlackBerry Manager, select the Users Pending Delete tab, and if the user is listed, right click and purge them from the system,
   
3. Add the user back into BlackBerry Manager.
   
   In BlackBerry Manager, just add the user as you would if they were a new user.
   
4. Edit the users properties, and configure the PIM Sync options as necessary.
   
5. Set an activation password for the user.
   
   In BlackBerry Manager, select the user, right click, and select Set Activation Password.
   
6. On the handheld, carry out an Enterprise Activation (Option – Advanced Options – Enterprise Activation)
   
   
   
   Enter the users' email address (as it appears in the BlackBerry Manager), and the Activation Password that was set in St 5 above. Click on the BlackBerry key, and select Activate. Activation of the device may take up to 30 minutes, depending on the message pre-population settings, etc.
   
7. Allow activation to complete.
   
   When activation is completed, you will receive a message on the handheld stating "Activation Complete"
   

As the device is being re-activated for the same email address, old messages will be retained on the handheld device.