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Old 06-16-2008, 05:01 AM   #1 (permalink)
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Dear all

I have a couple of users now who have reported that they have a message which has appeared in their mailfile, but has not appeared on their BB. For one user it would seem that this is beginning to happen more than once in a while.

Do you have any ideas what this may be?

Thank you.
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Old 06-16-2008, 07:10 AM   #2 (permalink)
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You could give us some more information:
which BES version,which Mailsystems you are using, some error messages in the Logs...
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Old 06-16-2008, 11:47 AM   #3 (permalink)
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I have this happen sometimes too. Usually it's the device thinking it's connected when it really isn't. Check your BES for pending data packets for the user. If you have any, do the following:

Turn off the wireless connection on the device.
Wait 10 seconds.
Do the Hokey Pokey and turn yourself around.
Turn on the wireless connection on the device.
Do the Happy Dance 'cause messages are now populating the device again.
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Old 06-16-2008, 01:02 PM   #4 (permalink)
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Our standard answer around here is, "Have you given it the three fingered salute"? (reset the device). Of course, for our 7100 series we have to ask them if they removed the battery.




It could be that thy have some filter set that restricts messages sent to the BB, or a Rule could be moving the message to another folder that is not being checked by the BES. Those are two very common things we see. If that is happening then there shouldn't be anything in the pending data packets queue.
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Last edited by AlanM : 06-16-2008 at 01:06 PM. Reason: Added info
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Old 06-16-2008, 03:24 PM   #5 (permalink)
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Quote:
Originally Posted by CGSH View Post
Dear all

I have a couple of users now who have reported that they have a message which has appeared in their mailfile, but has not appeared on their BB. For one user it would seem that this is beginning to happen more than once in a while.

Do you have any ideas what this may be?

Thank you.
Something isn't working as expected.
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