Troops

Being a tech support guy and being a Blackberry virgin I've got a question that's stumped me and my boss...

I'm setting up a new Telecom Blackberry 8830 for a user. I've set up the a/c on the BES server, and I've created the pwd etc. I've synched the email to the handheld and email appears there.

However... I can't see new email coming into the handheld. It arrives, the little icon at the top shows new mail, and you can search for the subject (eg "Test email") which is found and displayed. But it doesn't show in the Inbox list.

We've compared the settings between the new user's handheld and my boss's, which is working fine. But still no go. I've attempted to RTFM but the documents supplied by Telecon are not particularly helpful.

Has anyone got any ideas?

Thanks in advance!
Jon