Strange BES Issue

[rev_hard]

Hello, we're currently running BES 4.1.6.9 with Exchange 2003 in different locations worldwide including Texas. The only BES is located in Canada with about 130 BES users worldwide. About 2 dozen of them are in the Texas area in which a little more than half are on the ATT network. Now the problem is on the odd occassion, these ATT users are unable to reply to emails however able to compose or send new emails from their device. A manual restart of the BES or MDS service from BBerry Manager doesn't seem to do anything. The fix is to simply restart Windows (entire Blackberry server). Keep in mind this issue seems to ONLY affect our ATT users. I've brought this up to RIM tech support and all they pretty much did was to suggest upgrading to the latest and greatest versions of everything which we did during that time we had RIM support. Unfortunately after months of going back and forth with no solid solution we lost confidence with their tech support so we didnt bother renewing our support contract. This issue pretty much happens at least once a month.

Anyone else out there experiencing similar issues? Any feedback is appreciated. Thanks

[b52junebug]

Sounds like something in their mapi profiles are not syncing. Try to do a reload user on one of them. Did you recently move these users account in Exchange? To do the reload, go to the BES and right click the user. Do reload.

When the BES cannot find the original message it freaks out and requires you to send a new message. Basically it cant thread the two together.

[wistowg]

Search for "Failed to resolve name in ScanGAL" in the MAGT logs as we had this a few weeks ago. RIM knowledge base points to it being an inability of the BES to communicate with the Global Catalog server that's referenced in the MAPI profile of the BES service account. A restart of the Dispatcher service is recommended followed by a full server reboot if that fails to resolve. Service restart solved for me.

[RadHaz75]

thats not a strange issue. anytime the GC or DC the BES is connected to is rebooted, the BES by default does not try to reestablish the session. so when this happens its not authenticated to the GC but it thinks it is. Rebooting the BES forces it to authenticate again.

theres some KBs out there and other posts in this forum that go over how to prevent this from occuring (a patch from MS and a reg key). with this fix in place no action is needed on th ebes when a GC or DC is restarted

the once a month thing is probably windows update patches being installed, which requires the servers to reboot