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Old 04-14-2008, 01:44 PM   #1 (permalink)
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Default Delay in BB email

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Upgraded our BES Server version 4.0.7.8. Users are seeing a delay on there BB phone's sometimes up to 5 minutes. Old version didn't have any issues at all. Users usually get there emails on there blackberries 1st and then outlook now its the other way around... Any ideas... Where ideas where to troubleshoot this?

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Old 04-15-2008, 03:28 PM   #2 (permalink)
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Seems odd. Just restart all the BES services and see what it looks like after that.
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Old 04-15-2008, 07:56 PM   #3 (permalink)
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Is this BES for Exchange/Domino/GroupWise? Is this affecting all users? Try sending emails to 10 users with <confirm> in the subject line. Time how long it takes to receive all the confirmations back. That will let you know how long the delay is.

If this is Exchange and your MAPI versions are fine and Exchange is not busy and the ping times are not a factor(less then 35MS) then I would check for the following Microsoft update:

KB902400

This update is known to cause email delays because it blocks the BES from receiving notifications from Exchange. There is a catalyst that triggers the KB to cause the issue but RIM and Microsoft haven't found it that I am aware of. As a work around, you can uninstall this KB, then disable and stop the Distributed Transaction Coordinator service and reboot the BES. Do this as a last step only.

Check MAPI32.dll versions between the BES and Exchange
Check ping times
Make sure that is or is not affecting all users
Check the MAGT log for the following, "notification through rescan". If there are a lot of these then it may indicate the KB I mentioned above.

Let us know what you find.
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Old 04-24-2008, 04:10 PM   #4 (permalink)
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This is a BES on Exchange 2003 server... Every user is complaining about this. Usually i get the emails on Outlook way before i get on my Blackberry. For instance... Sent an email out from my gmail to my work account. Outlook got it at 2:34:04. Blackberry got the email at 2:37:58, might i add FULL BARS. It may take up to 10 minutes.. Really annoying..

Exchange and BES Server are on the same server.

MAPI Version 6.5.7638.1
CDO.DLL version 6.5.7651.61

I do not see any errors in the logs nor notification through rescan...

Any other ideas? Should i upgrade my bes? Windows update?
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Old 04-24-2008, 04:23 PM   #5 (permalink)
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I would see if you have the KB installed that I mentioned and follow the steps to remove it.

See if that helps.
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Old 04-25-2008, 03:00 PM   #6 (permalink)
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may be your users are getting email by Rescan. Check MAGT file and look for "rescan".

Any firewall between your BES and exchange that could block UDP requests????

Ikazi
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Old 04-25-2008, 03:48 PM   #7 (permalink)
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We experience a similar delay, and it was a "feature" of Windows XP sp2. We also have noticed lately, that a service called WinHTTP Web Proxy Auto-Discovery Service randomly stops and starts on our exchange servers, and seems to cause major performance issues for outlook clients (which BES is exactly that...). Even if the service is set to manual, other services can still stop and start it. We disabled this service, and our latency issues almost immediately clear up!
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Old 04-25-2008, 05:46 PM   #8 (permalink)
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Quote:
Originally Posted by ikazi View Post
may be your users are getting email by Rescan. Check MAGT file and look for "rescan".

Any firewall between your BES and exchange that could block UDP requests????

Ikazi
I agree. sounds like a firewall blocking UDP.
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