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Old 06-16-2005, 01:32 PM   #1 (permalink)
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Hello to all admins !!!

Probably something I am overlooking... but... my current config is BES 4.0 server with Exchange 2003.

One of my 6 BB users cannot select any Exchange 2003 mailbox folders from within Messages | View Folder. The only items listed are Browser Messages, Missed Calls, Phone Call Logs, SMS Inbox, SMS Outbox, SMS SIM Card Inbox, WAP Push Messages.

When checking Messages | Options | Email Settings | Folder Redirection the only entry is Desktop. It does not show Inbox, etc... like all the other activations - which are working correctly.

The BES admin says everything is setup correctly with this user. I used Enterprise Activation 100% and synching seems to work. I have even uninstalled user (cleared all BB info from the mailbox)/ wiped and reinstalled the handheld, resent the policy, resent the service book, enabled and disabled redirection. Though, this has not resolved my issues.

Does anyone have any suggestions ?

I would really appreciate the feedback.
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Old 06-16-2005, 01:51 PM   #2 (permalink)
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Try resending the service books maybe? Sounds like his mailbox isn't fully activated if there's no folders to choose from.
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Old 06-16-2005, 02:00 PM   #3 (permalink)
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Thanks for the quick reply but I have tried that already and still no resolve.

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Old 06-16-2005, 02:02 PM   #4 (permalink)
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Not sure man, that's happened to me before, but it's just cause it was taking an abnormally long time to activate.
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Old 06-16-2005, 03:09 PM   #5 (permalink)
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how long has that user been activated? i have noticed it can take a while for the folder structure to load on the device.
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Old 06-16-2005, 03:17 PM   #6 (permalink)
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Quote:
Originally Posted by jxm71
how long has that user been activated? i have noticed it can take a while for the folder structure to load on the device.
Yup, especially if they have many folders. One of our users had more than 800 folders I think (on groupwise), and his took literally about 10-15hours to fully activate.
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Old 06-16-2005, 05:28 PM   #7 (permalink)
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This user has been active for about 1 week now and it is still not showing. I personally have over 80 folders and mine was working within 1 hour. The user only had about 15 folders in Outlook - pretty standard. BES admin shows the users stats at about 210 messages received and 10 sent. I noticed that the device was really slow in the initial synch. There are some additional issues with deleting emails from the sent folder but first thing is first. I have to be able to see the send folder first.
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Old 06-16-2005, 05:33 PM   #8 (permalink)
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Delete the Desktop [CMIME] service book and reactivate the handheld. Had this issue with my supervisor after I was toying around a bit with his phone.
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Old 06-17-2005, 10:06 AM   #9 (permalink)
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Quote:
Originally Posted by jibi
Delete the Desktop [CMIME] service book and reactivate the handheld. Had this issue with my supervisor after I was toying around a bit with his phone.
I did what you recommended and now the device will not reactivate through Enterprise Activation. At one point I received a decryption error and was asked to regenerate the encryption key. Looks like I get to wipe and re-try again through I have done this 2 - 3 times already and still no resolve.
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Old 06-17-2005, 12:25 PM   #10 (permalink)
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Okay, I re-setup the unit and account completely (again). The encryption key has been regenerated and no more issues there. Everything is synched wirelessly and the BES is showing all it okay. Unfortunately, the unit still will not display any additional folders other than Desktop under Folder Redirection. When I go to select Messages | View Folder it still displays the same thing as always with no Exchange mailbox folders. This is getting rather depressing... let along frustrating.

Any other ideas, please post.

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Old 06-17-2005, 12:35 PM   #11 (permalink)
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The user does have delivery set to the Exchange server and not a PST, correct?
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Old 06-20-2005, 08:48 AM   #12 (permalink)
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Quote:
Originally Posted by jibi
The user does have delivery set to the Exchange server and not a PST, correct?
Thanks for the post.

I am using a BES with Exchange 2003 and the users are setup to use native Exchange via Outlook, not PST(s).

5 other BES clients have the same 7290 device and were setup the same way (same time) and all of them are working properly. They are able to View Folders and select other Exchange mailbox folders, ie Sent, Inbox...

I am unsure why only this one user is experiencing this issue - and the only one to experience decryption issues which I was able to correct.

Additional ideas and questions are welcome.

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Old 06-28-2005, 09:42 AM   #13 (permalink)
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Idea why it's working now...

Cingular + RIM were having problems with certain aspects of the network during the week I was trying to activate the device. This was later announced in the news as an outage.

The device is now able to access the Exchange mailbox through folder redirection.
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