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Old 01-24-2008, 01:53 PM   #13 (permalink)
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Steps we are taking at the moment -from our problem ticket:

1. RIM continues to analyze the information we have gathered from the users experiencing the problem and event/RIM logs uploaded by the ECC. So far, they have not identified root cause.
2. They also continue to recommend we immediately re-engage support along with the user, ECC, Exec Desktop Support, and Engineering to try and better troubleshoot the issue. The ECC will be requested to send the server application event and BlackBerry logs to RIM for their analysis and hopefully identification of the root cause. They provided a calendar-specific document with a number of questions we can gather from the user to help them narrow down the focus and better troubleshoot the issue. They also provided a best practice for calendaring document which they recommend all BlackBerry users utilize.
3. Their latest upgrade (MR4) was released this past week. MR3 was released in November, but it only contained 1 calendar-synch issue that was unrelated to any problem were experiencing. XXXXXXXX and RIM both agreed to wait for MR4 to be released. MR4 contains 1 calendar-specific fix. We will run MR4 through our lab to QA-certify and ensure we have it ready for deployment to all PROD BESxxx8217;s and their respective DR partners after the freeze.

Last edited by paulbblc : 01-24-2008 at 01:54 PM.
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