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Old 07-21-2008, 10:35 AM   #1 (permalink)
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Default HH reset to default settings during Exchange migration

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We are in the midst of our Exchange 2007 upgrade where we are simply moving user mailboxes from the Exchange 2003 to 2007 servers. BES version is 4.1.5

After the mailbox of a Blackberry user is moved, the device resets itself to default. This includes default carrier theme, un-hiding all hidden icons, resetting convenience keys, etc. Mail, calendar and the PIM synchronizations are all functioning properly.

Since we have only started our IS pilot of this migration, we have only a small group of users to pull from. From what I can tell, the users who reported this issue have 88XX series and newer devices running 4.2.x software. 87xx series and below (the few older) with 4.1.x software.

Anyone know why this happens and/or if there is a way to prevent this?
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Old 07-21-2008, 11:23 AM   #2 (permalink)
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No, sorry - but I'm bookmarking the thread as you are doing exactly what Il'l be doing in a few week's time.

In the meantime, search RIM's KB for keywords "2007 move mailbox" and see if you get any decent hits.

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Old 07-21-2008, 11:51 AM   #3 (permalink)
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All of that information should be stored in the BES DB. are you removing and re-adding the users to the BES while moving the mailbox?
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Old 07-21-2008, 11:55 AM   #4 (permalink)
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Nope. Just moving the mailboxes from one Exchange server to another.
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Old 07-21-2008, 03:12 PM   #5 (permalink)
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Called RIM Support and of course, they have never heard of this. WE aren't doing anything on the BES side after mailboxes are migrated, so it doesn't make sense, especially since the wireless back data and settings are stored in the SQL server.

We are going to move users who fit the pattern one by one and see what shows up on the BES logs and handheld logs. Also, since nobody actually reported seeing a re-activation of their handheld at the time of migration (including myself), we will see if anything visible happens. We will probably also try a reactivation of the device after this happens (without clearing wireless backup data) and see if it re-activates properly and all default settings come back down. Hopefully the "new" default settings will not overwrite the old ones.

I'll post my findings within a couple of days incase anyone is interested.

ADDITION: I forgot to add. This is only happening on users who are using a theme other than the device default. If they are using the Theme that the device defaults to, no changes at all.

Last edited by Pinjo : 07-21-2008 at 03:26 PM.
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Old 08-06-2008, 12:25 PM   #6 (permalink)
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I had to register just to reply that we saw the same thing last night. We're on Exch 2003 and moved some users over to a newer existing Exch 2003 hardware platform. (Its been in production for some time with most of our existing BB users.)
This AM, the user next door to me tells me he was looking at his BB as it reset itself to default themes etc. At least we know we're not crazy now.
I've several other users to migrate and now can warn them ahead of time. Unless there's a known way to prevent this?
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Old 08-06-2008, 02:36 PM   #7 (permalink)
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I guess I forgot to post my update to this. I thought I had narrowed down some logical reason for this, based on talking to the users who did and did not experience this phenomenon.

Based on the information I had gathered, it looked like those devices with 4.2 OS whose users had changed the theme to something other than one of the default themes loaded by the provider had this issue. Every single person with an issue had downloaded and set a new theme.

I tested with 4 devices at once and set them all differently. Two with new themes installed and two with a default. All were modified differently.

Alas, after all of that setup, none of the devices reset. I have no idea what the cause could have possibly been. We've finished our migrations, so I cannot try anything more and only a handful actually reported anything to our Helpdesk.
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