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Old 10-25-2007, 02:50 AM   #1 (permalink)
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Default messages not ending up on handhelds

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Hi,

Our company has a BES 4.1 server in place. There are 180 users on the server. The mailboxes are on exchange 2003 and they are spread out throughout the world. This causes high latency to some servers which I do know is a problem. What we are seeing on the server however is that at some point users are just not getting any messages for up to 24 hours. All the messages will show up as pending data packets in the blackberry manager. Just no contact to the users device is made. Sometimes rebooting the sever will fix the problem. I used the messageflow tool out of the resource kit to look at some thing. What I see here is that 90% of the messages is discovered by notify. They however do not get an AGT or DISP TAG. They just sit there and are never processed from messaging agent to dispatcher and then to the handheld. Can this all be explained by having high latency or is something else going on here? In addition when the blackberry manager shows pending data packets does it mean those packets are already on the BES or do they still need to be retrieved from the exchange server?

Regards,
Cyriel
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Old 10-25-2007, 03:27 AM   #2 (permalink)
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You need to call RIM support. If you want to post some output from messageflow I'm sure it can be looked at and examined here, but rather than potentially spending hours / days working here towards a resolution a call to T-Support (and shelling out some $) would probably be best. With systematic / design problems, you're best talking to the maker of the product to get their recommendation on a quick fix to get to a best practice.

The latency will definitely cause problems, sql latency too.
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Old 10-25-2007, 04:12 AM   #3 (permalink)
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Ok I will try and give a call to RIM. attached some of the output of the messageflow tool. I removed the server and user columm but that should not make any difference I think
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File Type: doc Messageflow_1025.0.doc (484.2 KB, 19 views)
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