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Old 07-07-2008, 04:31 PM   #1 (permalink)
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Default Not all messages making it to BB .. but are to Outlook

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Interesting thing this..

All of a sudden, and sort of out of the blue I am having users report that not all messages are making it to thier BB devices (a mix of 8703, 8330 and 8830) however these messages appear in thier Outlook.

My setup is this:

Windows Server 2000 hosting Exchange 2000
Windows Server 2000 hosting BES for Exchange 4.1.4 Bundle 108

What is making this very hard to troubleshoot is the fact that there is no consistancy or pattern to these missing email. They are not from one specific user or domain. Some have attachements, some dont. Some are sent to groups and some are sent direct. Nothing in common that I can find.

Any advice on where to begin to troubleshoot this issue?

Thanks

Last edited by CharT : 07-07-2008 at 04:35 PM.
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Old 07-07-2008, 05:15 PM   #2 (permalink)
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size of the e-mails? are they being truncated?
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Old 07-07-2008, 05:43 PM   #3 (permalink)
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CharT - Welcome to BBF!

Are these messages all making it to the inboxes of these people?
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Old 07-07-2008, 08:30 PM   #4 (permalink)
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Originally Posted by mitchelrl View Post
size of the e-mails? are they being truncated?
Mitchel;

Let me query the users on this one, back in a bit..

..ok.. back! These message do not appeear to be truncated. Messages are small in size 11-24k

Last edited by CharT : 07-08-2008 at 08:53 AM.
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Old 07-07-2008, 08:31 PM   #5 (permalink)
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Originally Posted by hdawg View Post
CharT - Welcome to BBF!

Are these messages all making it to the inboxes of these people?
Hdawg, thanks! Glad to be here!

If you mean are these messages making it to their Outlook inbox, then yes.

If you mean are these messages making it to their BB inbox, then no.
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Old 07-07-2008, 09:15 PM   #6 (permalink)
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Some other things to check is to see if the messages are getting moved to a PST file of if they are going to a subfolder of the inbox (via outlook server side rule) then you will need to make sure that the folder is set for re-direction on the handheld.
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Old 07-08-2008, 06:03 AM   #7 (permalink)
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Check for client-side rules. I seen an issue recently where client-side rules were causing intermittent email delivery to the BB. That's one thing to check.See if the user is moving the email from a folder to the Inbox in Outlook.

Start there and let us know how it goes.
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Old 07-08-2008, 06:42 AM   #8 (permalink)
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Another scenario I've experianced is when another administrator configured and setup new exchange routing groups SYD-LON-NY. Messages from LON to SYD were trying to route via New York and started disappearing across various random London users. This issue only affect the message delivery to the BB devices, messages would eventually reach the inbox.

Once the new routing group was removed and reverted to LON-SYD, messages and calendar items were ok again.
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Old 07-08-2008, 08:54 AM   #9 (permalink)
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Quote:
Originally Posted by ashworth View Post
Some other things to check is to see if the messages are getting moved to a PST file of if they are going to a subfolder of the inbox (via outlook server side rule) then you will need to make sure that the folder is set for re-direction on the handheld.
Ashworth; Thanks for the comment. I verified with all users and none have any rules setup in thier Outlook. Everything is delivered directly to the Inbox.
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Old 07-08-2008, 08:56 AM   #10 (permalink)
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Quote:
Originally Posted by gibson_hg View Post
Check for client-side rules. I seen an issue recently where client-side rules were causing intermittent email delivery to the BB. That's one thing to check.See if the user is moving the email from a folder to the Inbox in Outlook.

Start there and let us know how it goes.
Gibson; no-go on this one. No client side rules are in place.
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