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Old 03-31-2009, 09:43 AM   #1 (permalink)
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Question Suddenly cannot send/receive on handheld

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I have a user that came to me saying he can't send or receive email suddenly on his 8330, Alltel.

Short of removing him from BES and wiping the handheld, and re-adding him, what can I do? I hate doing it this way.

I've tried:

1. Re-registering on the host routing table (as alltel has suggested in the past). Did not work.
2. resending the IT Policy, which did not work.

What do others do?
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Old 03-31-2009, 09:49 AM   #2 (permalink)
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if you try to send a message from the handheld what happens? if you get a red x, open the message, scroll up and post what it says next to status.

also what kind of signal does he have?
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Old 03-31-2009, 09:49 AM   #3 (permalink)
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Did IT policy get to the device and be applied?
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Old 03-31-2009, 10:03 AM   #4 (permalink)
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Quote:
Originally Posted by knottyrope View Post
Did IT policy get to the device and be applied?
Yes, the BES says the policy was successfully applied.

Yes, it displays the red X when I try to send an email to myself. I wasn't aware that it shows anything in the email when it gets a red X. I'll go find out what it says.

stay tuned, and Thanks!!
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Old 03-31-2009, 10:05 AM   #5 (permalink)
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My guess is the user connected the device to their computer with Desktop Manager incorrectly installed. This will mess up the encryption key required for email. Most likely you can just reactivate the device and it should be good to go.
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Old 03-31-2009, 10:17 AM   #6 (permalink)
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When I open a sent email with the Red X it states "Desktop Email program unable to save message"...

i'm going to search for those terms now...
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Old 03-31-2009, 10:52 AM   #7 (permalink)
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well i am trying the re-activation and the special email that shows up in the inbox, is staying in the inbox, not 'disappearing' like they normally do.
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Old 03-31-2009, 11:12 AM   #8 (permalink)
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sounds like either a permissions issue with the besadmin account and their mailbox or their mailbox changed and the bes is unable to pick it up (such as if in exchange, they stayed on the same exchange server but moved from one storage group to another). in this case the server needs to rebooted.
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Old 03-31-2009, 12:24 PM   #9 (permalink)
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I ended up calling RIM. We discovered that the mapi32.dll and cdo.dll files are not the same between the exchange server and bes server. so i will install the patches they gave me to make them the same. This is probably what caused the problem on this blackberry and one other I found.

but to get them working he had me change a static agent or something. will do a downtime next week to get those patches done!!
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Old 03-31-2009, 12:37 PM   #10 (permalink)
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Quote:
Originally Posted by usererror View Post
but to get them working he had me change a static agent or something. will do a downtime next week to get those patches done!!
the cdo and mapi were probably causing other issues, but changing the user to a static agent forced the server to do a full rescan of their mailbox. to permanently fix this all you have to do is reboot the server.
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Old 03-31-2009, 08:03 PM   #11 (permalink)
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Quote:
Originally Posted by RadHaz75 View Post
the cdo and mapi were probably causing other issues, but changing the user to a static agent forced the server to do a full rescan of their mailbox. to permanently fix this all you have to do is reboot the server.
He advised that once the two devices were talking again to the server, and could send/receive, i reset them back to non-static, and then restart the BB connector service and director service, or rebooting the server...but restarting the services was easier.
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