BlackBerry Forums Support Community               

Closed Thread
 
LinkBack Thread Tools
Old 03-25-2008, 01:49 PM   #1 (permalink)
Knows Where the Search Button Is
 
Join Date: Jan 2006
Model: 7520
Carrier: Tmobile
Posts: 31
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default One user "losing connection"

Please Login to Remove!

Hey all, I have a single BES\Exchange server with only two BES users. One of the two users is having issues. For whatever reason, everyday around 5AM the BES server can no longer contact the device (Curve). To resolve the issue, I have to resend the service books. Any idea what the issue might be?

I using Exchange 2003 SP2 with BES 4.1.4.15.

Thanks!
Offline  
Old 03-25-2008, 02:07 PM   #2 (permalink)
dev
CrackBerry Addict
 
dev's Avatar
 
Join Date: Apr 2005
Location: Toronto
Model: 8800
Carrier: Rogers
Posts: 571
Post Thanks: 0
Thanked 2 Times in 2 Posts
Default

Is the user turning off the radio; (when at home) is the user within coverage;is the user experiencing this disconnection or is this your observation on the BB manager side?
Have you looked at the MAGT, SYNC or POLC logs to see exactly what is occuring at that time?
Offline  
Old 03-27-2008, 05:46 PM   #3 (permalink)
Knows Where the Search Button Is
 
Join Date: Jan 2006
Model: 7520
Carrier: Tmobile
Posts: 31
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

The user is not turning the radio or device off. Also, he is getting messages in spurts. This tell me that he does not get messages in between the last contact time and when I resend the service books.

Here are some entried from each respective log:

MAGT:

[40913] (03/26 07:07:39.856):{0x2200} {user} Device 2440AF65 state: out of coverage

[40599] (03/26 06:46:01.584):{0x2200} {user} GetNewMovedMessages - Could not find folder entry id in folder list for RefId=-732344808
Offline  
Old 03-27-2008, 07:38 PM   #4 (permalink)
BlackBerry Genius
 
hdawg's Avatar
 
Join Date: Aug 2006
Model: hdawg
PIN: port3101.org
Carrier: hdawg
Posts: 6,632
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by jjdurrant View Post
The user is not turning the radio or device off. Also, he is getting messages in spurts. This tell me that he does not get messages in between the last contact time and when I resend the service books.

Here are some entried from each respective log:

MAGT:

[40913] (03/26 07:07:39.856):{0x2200} {user} Device 2440AF65 state: out of coverage

[40599] (03/26 06:46:01.584):{0x2200} {user} GetNewMovedMessages - Could not find folder entry id in folder list for RefId=-732344808
Download the appropriate version of the BlackBerry Resource Kit; read through the manual and check out the tools to see exactly what is going on. From the log you posted ... the user in question was out of coverage at the time.

Is there anything in the ALRT or CTRL log that sticks out?
Offline  
Old 03-28-2008, 08:03 AM   #5 (permalink)
Knows Where the Search Button Is
 
Join Date: Jan 2006
Model: 7520
Carrier: Tmobile
Posts: 31
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

I think I narrowed it down... this user has the TMobile HotSpot@home service. And for whatever reason, he only gets him emails to the device when at home. Which is strange because he has carrier coverage whereever he goes. Is there something on the device I should check?
Offline  
Old 03-28-2008, 08:23 AM   #6 (permalink)
BlackBerry Genius
 
hdawg's Avatar
 
Join Date: Aug 2006
Model: hdawg
PIN: port3101.org
Carrier: hdawg
Posts: 6,632
Post Thanks: 0
Thanked 0 Times in 0 Posts
Default

Quote:
Originally Posted by jjdurrant View Post
I think I narrowed it down... this user has the TMobile HotSpot@home service. And for whatever reason, he only gets him emails to the device when at home. Which is strange because he has carrier coverage whereever he goes. Is there something on the device I should check?
Make sure the device is set to use the Mobile Network and not only Wi-Fi under "Manage Connections"
Offline  
Closed Thread


Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

vB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On





Copyright 2004-2014 BlackBerryForums.com.
The names RIM and BlackBerry are registered Trademarks of BlackBerry Inc.