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Old 10-21-2008, 11:46 AM   #1 (permalink)
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Default Problems with former BIS device receiving emails from BES

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I had this whole post written out and then when I hit submit new thread it disappeared. :(

I have one user who joined the company a month ago. He brought with him his own BB but it was a BIS device. In order to be put onto the BES he had to have AT&T change his data plan. After that there were no issue adding him, activating the device or receiving email. About two weeks later he indicated that he was only receiving corporate email sporadically but confirmed for me that he was able to do a lookup off the BES and the BES is not pending messages for him. I told him he needed to speak with AT&T as there were no issues that I could see on the BES. They told him they were having issue but they'd be resolved that evening. Now, two weeks later he's still having issues. They have now told him that the problem is because his corporate email address is not registered at att.blackberry.com . It only shows his personal email address and the website asks himto enter his email address with a password. The problem with this is the site is for Blackberry Internet services and won't resolve the problem he's having. I have no problem deleting him from the BES and re-adding him but I'm not sure that this will fix the issue. I believe it's because he originally had a BIS device. I'm in Canada and he's in California so it's not like I can get the device and "play" with it. I'm thinking perhaps it has something to do with the service books, but I believe AT&T has already checked into that.

Any ideas?

Thanks,

Pam


BES 4.0.7
Lotus Notes 6.5.6FP1
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Old 10-21-2008, 12:36 PM   #2 (permalink)
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Should not matter if the BlackBerry have both BIS and BES. The BIS service book is sent from BIS. The BES service book is sent from BES.

Is the user using the Lotus Notes client to access his mailfile or is he using other protocol such as POP or IMAP?
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Old 10-21-2008, 12:40 PM   #3 (permalink)
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On his laptop he uses a Lotus Notes client. We also use the wireless synchronization for mail and PIM so there is no synching done at the laptop using Desktop Manager.
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Old 10-21-2008, 01:23 PM   #4 (permalink)
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I'm going to have the user go through the steps to register his device on the network and then I'll resend him the service books. I'm not sure if that will help but I think that's essentially what AT&T wanted him to do on the BIS site.
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Old 10-21-2008, 04:11 PM   #5 (permalink)
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The above didn't do anything so he asked for me to delete him from the BES and re-add. I've done that and so far it's all working fine. I don't think the problem has gone away, but we'll see. If anyone else has ideas, let me know...Thanks.
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