I have a customer that has one blackberry device and BES. His device has not checked in since the 16th. I restarted BES and the Exchange Services. It shows the BES up and running in the manager but he still can't receive emails. I sent several test ones within BE manager and it says they are sent.

Any suggestions? Thanks in advance for the help.

Shannan

What is the extent of your experience with BES and troubleshooting BES related issues?
It would help us to guide you better if we knew what your skill level was.

Shannan -

Is BES installed on the Exchange Server? Is the server also a Domain Controller? What version of Exchange is being utilized, Exchange 2003?

Can you send the user a PIN to PIN message? Can the user send a test message from the handheld?

What carrier does the user have? What is the model of the handheld?

Do messages to / from Outlook work correctly?

I am a network engineer but am not very familar with BES.

It is an Exchange and Domain Controller. I know this is not the way it should be set up but it was this way when I inherited it.

Exch Svr 2003 Std

I set a message via pin but have not heard back from user.

Don't know on the carrier. I can find out when I talk to him next time. Not sure how to send test message from hand held.

Blackberry device model : 8830

Thanks - Shannan

next time you talk to him have him try to send an email to someone from his BES account; that is a good way to test. If it fails have him go into the message and look for an error message.

That said, can you zip up a day of BES logs and email them to me at and I'll see if I see anything sticking out like a sore thumb?

Excuse me for my ignorance but where do I find the BES logs at?

Read: KB11384 - How to change the location of the BlackBerry Enterprise Server logs - Port3101.org : Your BES Connection

Just sent the previous two days. I really do appreciate the help.

Thanks

The logs you sent don't contain either the BlackBerry Controller (CTRL) or BlackBerry Messaging Agent (MAGT) log files.

Please check to make sure that these services are started.