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Old 04-14-2008, 10:12 AM   #1 (permalink)
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Default User can't get email in UK

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Had something odd happen this past week. Two of my BB users went to London and tried using their BBs. One of them had no issues while the other couldn't get any email at all.

According to the BB server there was no contact with his BB in the "Last Contact Time" field but the MGMT logs show entries like:

[40856] (04/10 00:22:02.925):{0x458} {Doug} Starting Memos rescan
[40235] (04/10 00:22:16.175):{0x510} {Doug} Retrying message, RefId=0
[30289] (04/10 00:22:16.175):{0x510} {Doug} 8 OTAFM commands sent in batch for TransactionId=-941015540, Tag=48767, size=133
[40279] (04/10 00:22:16.175):{0x510} {Doug} SubmitToRelaySendQ, Tag=48767
[40000] (04/10 00:22:16.175):{0x510} [BIPP] Duplicate datagram for sending, Tag=48767
[40235] (04/10 00:22:16.175):{0x510} {Doug} Retrying message, RefId=0
[30289] (04/10 00:22:16.175):{0x510} {Doug} 2 OTAFM commands sent in batch for TransactionId=-941015535, Tag=48995, size=76
[40279] (04/10 00:22:16.175):{0x510} {Doug} SubmitToRelaySendQ, Tag=48995

Could he have accidentally changed something on his phone? Could the local carrier in the UK be to blame? Anyone had problems like this?

Thanks

EDIT:

My boss just informed me that when this user traveled to Dubai a couple months ago he couldn't get email then, either. I was under the impression his email worked in Dubai since no one told me otherwise. So it might be an issue related to his phone. Any clue what it could be?

Last edited by Child of Wonder : 04-14-2008 at 10:36 AM.
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Old 04-14-2008, 10:42 AM   #2 (permalink)
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How about re-registring to a wireless network? Or taking battery out? I assume his device has roaming service enabled by provider,right?
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Old 04-14-2008, 11:39 AM   #3 (permalink)
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What do you mean "re-register?" Sorry if these seem like basic questions but this Blackberry stuff just got forced into my lap and I'm still learning a lot about them.

Roaming should be enabled unless it needs to be explicitly enabled for data. His voice service worked fine. Nothing was tried with the phone because the user is so hopelessly clueless with technology I wouldn't dare have him tamper with the phone.
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Old 04-14-2008, 12:17 PM   #4 (permalink)
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BlackBerry Search Results

Call provider and confirm roaming with them.
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Old 04-14-2008, 12:21 PM   #5 (permalink)
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Also you can try this:
BlackBerry Search Results
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Old 04-14-2008, 01:02 PM   #6 (permalink)
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Where they both roaming onto the same network when one device worked and one didnt. Always worth doing a manual roam to see what happens..
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Old 04-14-2008, 01:07 PM   #7 (permalink)
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AT&T is experiencing some issues with their users roaming in Asia and Europe today, solved by re-registering:

Settings, Options, Advanced Options, Host Routing Table, hit Menu and select Register Now
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Old 04-14-2008, 02:25 PM   #8 (permalink)
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I'll have the user trying re-registering next time he's out of the country. I'll also have him try selecting a network if necessary, but hopefully it won't come to that. I'm also going to confirm Verizon has the phone set for roaming service.

Thanks for the tips.
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Old 04-15-2008, 08:43 AM   #9 (permalink)
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Quote:
Originally Posted by Child of Wonder View Post
I'll have the user trying re-registering next time he's out of the country. I'll also have him try selecting a network if necessary, but hopefully it won't come to that. I'm also going to confirm Verizon has the phone set for roaming service.

Thanks for the tips.
This may sound like a dumb question but I don't see the answer in the previous posts. Are both users on Verizon and both have the 8830 with the SIM card installed?
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Old 04-15-2008, 11:34 AM   #10 (permalink)
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Yes, they are.
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