Dear all,

Last Tuesday I upgraded a 7730 with firmware 4.0 after we upgraded our BB server to 4.0. The 7730 was bought from T-Online US unlocked and I upgraded it with device code I received from my provider Swisscom in Switzerland. Swisscom is the network provider for this device now.

The problem is:
no new messages appear in the inbox. Each time an e-mail is delivered to the mailbox I seee traffic on the BB, but the message does not appear. According to the statistics from BES admin messages are flowing and delivered.

We did a hard reset, 10 times input a wrong password after that the messages appeared in the BB, but it stopped working after 6 hours or so. The second time the user was on the road and I'm told him to use the wipe handheld feature in seucrity under options. After this I could see again traffic on the BES admin and messages sent to the handheld, but the user reports no e-mails arrived.

Maybe important to mention after a reset a "decryption failure" appears. But I guess this is the security key the BB gets from the server after a certain time. It is set on the server automatically.

I would appreciate any input to solve this issue.

Regards
Edy

If you're getting "decryption failure" you have to re-assign the handheld. The encryption keys between the handheld/server do not match. The fact that you're getting to message means messages are being delivered to the handheld but it cannot be decrypted.

Okay thank you. This makes sense.

Regards
Edy