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Old 06-14-2005, 09:48 AM   #1 (permalink)
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Default No communication with ANY devices * Failed to find user*

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Yesterday we had to reboot one of our BES (3.6.3 on WIN2K SP4 Ex5.5 tools) servers which came back up OK.

However, there were comunication errors with users devices.

The log entries for every PIN were:

[40000] (06/13 07:45:43):{0x27C} [SRP] Received datagram, Tag=2008008376
[40317] (06/13 07:45:43):{0x27C} [SRP] (2025F08A) Failed to find user for received data, Tag=2008008376

We cradled a device and it started to work again.

BES Admin exchange server was OK, users exchange servers were OK as was the SQL database.

Vodafone do not know and the nearest RIM can get is this:
The BlackBerryTM Enterprise Server debug log shows the following line of code:


"Failed to find user for received status
The BlackBerry Enterprise Server was unable to find the username associated with the personal identification number (PIN) information for a message that was sent to the BlackBerry Infrastructure.
This message will be displayed when a user changes their BlackBerry Wireless HandheldTM and the BlackBerry Enterprise Server was unable to find a user with handheld that matches the PIN.
Although this message does not indicate that there is a problem, it can be used to identify users who may have changed handhelds or who have been removed from the BlackBerry Enterprise Server."


We moved onto a standby server and the ones that re-cradled were fine but the others still were not so the server was OK.

Moved them back and still the same.

In all over 300 users have had to re-cradle.

Anyone any ideas? Is this BES mailbox, user mailbox or database.

Thanx in advance.
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