We've recently built a new exchange server, which seems to be working fine. A test mailbox that has a blackberry device has been successfully migrated to the new server.

The BB device however won't communicate back to base any more. It shows the last contact time as the time of the mailbox migration. The BES manager shows that the mailbox has the new exchange server name and when a test email is sent to the account, the information stores increments by one and the email is received when you look at the associated Outlook account.

We've tried taking the battery out and back in again as well as initiating a 'Reload User', but nothing seems to make it work.

I've tried a handheldcleanup -u and that didn't work either.

Any ideas?

After you run handheldcleanup you'll need to either restart the BES services or bounce the BES for it to pickup the change.

in fact you shouldn't need to do this. The HH cleanup does this for you ... that said, you could have AD replication issues.

I'd recommend performing an IEMSTest on the user to see if BES can see the mailbox properly and if permissions are set (Did you grant permission to the BESAdmin account on the new server?). Also, check out the ALRT log and look for anything related to this user ... Also, look in the appropriate MAGT log to see the activity after you performed the Reload User function; it'll show the MAPI connections to the mailbox severing and then being re-established. What if anything do you see there.

Sorry if I put out some mis-information. Last time I did a mailbox move RIM informed me of a service restart after running handheldclean....at the moment though, I can't remember which service they said I needed to restart.

If you perform a mailbox move within the same server you'd need to restart services, otherwise the handheldcleanup should do its job. They probably said the controller service ...

Thanks for the advise guys.

In fact, after running a handheldcleanup -u, the devices still didn't work. However, after restarting the BES services it kicked into life straight away.