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Old 05-09-2008, 01:27 PM   #1 (permalink)
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Default Tracking an email message through entire BB system

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Hello,

Forgive me if I'm not using all the proper technical terms, but I am having some latency issues with some BB users at my company. Certain users will have up to 4+ hour delays at times in receiving their emails on their BB devices.

I'm interested in tracking incoming email messages through the entire system (exchange -> BES -> RIM -> carrier -> device) to determine where the problem is. I'm specifically interested in how long it takes for emails to negotiate through the part of the system we can control/change, which is just Exchange and BES.

Is there a way to run an audit on just one specific email message on the BES (ie..when exchange handed off the message to BES vs when the message was pushed from BES to RIM)? I'm guessing a detailed log is kept somewhere on the server, but have no idea where to look.

My tech guys tell me we are running BES 3.6. Any help on running this email message audit would be greatly appreciated.
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Old 05-09-2008, 01:47 PM   #2 (permalink)
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Mobile Analyzer from Conceivium does this.. man bes 3.6? that's fairly old..
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Old 05-09-2008, 04:27 PM   #3 (permalink)
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Quote:
Originally Posted by sniffs View Post
Mobile Analyzer from Conceivium does this.. man bes 3.6? that's fairly old..
Thanks for the response. I called Conveivium and they no longer support 3.6. Also for others looking for the same thing, it appears as though there is a free set of tools for managing a server of BES 4.0 or higher:
BlackBerry Enterprise Server - Wikipedia, the free encyclopedia

I'm still running 3.6, so these tools are not available to me. Does anyone know where the log files are found in version 3.6, as well as how to read them?

Again I'm just looking to audit a few email messages at different times for a specific user, to see how long they took to get through the BES...hopefully at some point I can determine where the holdup is, and what's causing it. Thanks for reading.
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Old 05-09-2008, 04:38 PM   #4 (permalink)
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Not sure about where the logs are in 3.6, but in 4.1 they are in Program Files\Research In Motion\BlackBerry Enterprise Server\Logs

On the handhelds, you can get a RefID by going into the message and typing VIEW while holding the alt key. You can use that RefID to track the message in the logs.
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