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Old 03-17-2008, 03:19 PM   #1 (permalink)
exx
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Question BES 4.1.4.26 & Exchange 2007 - Problems with Lookups, Contacts & Tasks

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Hey,

We have an odd issue with our Lookups, Contacts & Tasks. Lookups on the BB are very inconsistant - sometimes they show all of the user's data like Phone #, Mobile #, etc... other times they only show the email address.

Additionally, Contacts & Tasks do not seem to synchronize for long periods of time - sometimes at all unless the Wireless Sync is turned off/on on the BB.

Our Exchange 2007 server is setup in a CCR cluster, with 2 load balanced Hub Transports.

Regarding the lookup issue, does anyone know exactly how the BES performs lookups? When I go to add user, I see the GAL is queried and all user data is available... so how would that data be missing "sometimes" on the Blackberry? Additionally, it seems that when the BES server is restarted, lookups work perfectly fine for the first 5-10 minutes.

Your help is greatly appreciated
Matt

Last edited by exx : 03-17-2008 at 03:21 PM.
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Old 03-17-2008, 04:56 PM   #2 (permalink)
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I did a quick search and found this thread, although it's 9months old and closed - BES Lookup Test

It's somewhat comforting knowing we're not the only ones. But was a solution ever found?
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Old 03-17-2008, 05:08 PM   #3 (permalink)
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I just tried restarting the Synchronization Service as per the link above. Lookups respond with all data now. In about 5-10 minutes all I'll have are email addresses, and in some cases Fax #'s.
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Old 04-04-2008, 02:44 PM   #4 (permalink)
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So after many discussions with Rogers BES Support, they basically suggested I do a knife-edge cutover and see if the problem persists.

Two days before the outage, we had to cut over our Exchange 07 Cluster from the Active to the Passive, reboot the Active, cut back and reboot the passive.

The next day all of the users on the troubled BES reported that their Blackberries suddenly worked great.

I just closed the ticket with the support. They didn't have any explanation for it. Lesson learned for next time though, if there are unexplainable problems on the BES, try rebooting Exchange :P
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Old 04-05-2008, 01:24 PM   #5 (permalink)
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Sounds like a performance issue in general.

I would keep an eye on icmp response times from BES <> Exchange. If it works after a restart, then everything is in place for it to function. Suddenly being unable to lookup certain information or have sync delays definitely sounds like network performance issues.
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