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Old 01-16-2008, 03:26 PM   #1 (permalink)
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Default Blackberry getting duplicate e-mails - "not BIS/BES issue"

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Hey guys, I'm clueless here atm and I need some help!!! I hope you can shed some light for me...

Carrier: Rogers
3 outta 8 BES users experience this issue - 5 others are fine.
Not a BES issue according to Rogers level 2 support, im pretty sure i believe them
Hardware: 7290, 2 8800's
BES 4.1.3.18

I am getting duplicate e-mails on mine and 2 other Blackberries. It is not a BIS / BES pulling them both issue. E-mail come between 5-25 minutes apart. The first e-mail i get right away the second after.

1 of the 2 e-mails does not reconcile.
Both say they are being pulled from Folder: Inbox
Both say they are being Sent Using: Desktop Secure

I checked to see if any forwards are set. None. This just happened to 3 of us at the same time.
I rebooted my BES server last night
I removed my BIS account. "even though i didnt think i needed to"
I removed myself from the BES server and wiped my handheld at the same time.

Any ideas on how to fix this. Even from an exchange point of view?
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Old 01-16-2008, 03:31 PM   #2 (permalink)
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After removing yourself and wiping the handheld and then re provisioning yourself, the issue is still occurring?

When you wiped the handheld, did you perhaps do a backup and restore of your service books or any settings or start out clean?
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Old 01-16-2008, 04:34 PM   #3 (permalink)
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nope, i didnt back it up, i started clean. I wasn't too worried about losing anything i had on it.
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Old 01-16-2008, 04:52 PM   #4 (permalink)
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Are they e-mails from your BES, or are they from AOL. I have a user that is having the same problem with his AOL mail. RIM said that it was a problem between them and AOL and will start when the userxxx8217;s mailbox gets over 1000 messages. I was told that they were working with AOL on the problem. A quick fix is to have the user create a save folder and move old mail from the in box to the new folder.
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Old 01-16-2008, 09:01 PM   #5 (permalink)
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Rogers has great BES support - call 877 939-3282. This number bypasses the voice prompts, and get you in touch with Rogers BES support very quickly. Its free support (unlike TSupport). All you need is a Rogers BlackBerry phone number.
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Old 01-17-2008, 12:12 AM   #6 (permalink)
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aligeof - It is any e-mail that comes in doesn't matter where its from.

jacob002 - I called rogers support. They have diagnosed that it is not the BES server and it has to be the exchange server somewhere. I talked to two different people and one of them even consulted with fellow employees.

I actually used to work at Rogers doing Tier 1 support for Blackberries. You can imagine the frustration here. I think the network is cursed!!

Last edited by robertotron : 01-17-2008 at 12:13 AM.
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Old 01-23-2008, 09:45 AM   #7 (permalink)
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I rebooted the server and it worked for a few days.

I slowly started to see it come back. Same 3 users experiencing this issue.

No one heard of this huh? I can't find nothing online... I'm thinking this is an Exchange issue...
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Old 01-23-2008, 09:57 AM   #8 (permalink)
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If you can get your hands on one of the HHs with the dupe messages ... open up the message and press ALT + V-I-E-W and it'll give you the RefID of the message. Email received on the handheld will have a negative value RefID, whereas emails sent from the handheld will have a positive value for the RefID.

Do the RefIDs of the message in question match? Can you correlate the ID in the MAGT log?
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