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Old 11-05-2009, 08:11 AM   #1 (permalink)
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Exclamation 1 Blackberry user constantly stops syncing until BES Services restarted...

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I'm at a total loss as to what the issue is. I've tried changing devices. I've triple checked her permissions. The problem just keeps right on occurring and ONLY for this one user.

I can temporary fix it anytime I want, just by logging onto my BES server and restarting the services. I don't even need to resend the service books and the user almost instantly starts syncing again for a day or just a few hours.

This is what I've been able to find in the logs.

DISP Log:
Code:
[30448] (11/02 06:37:38.630):{0x1AAC} {Problem User} User changed (agent): id=47, email=problemuser@mydomain.org, device=319C1DAD, routing=S49756595, agent=<none>, time=4AD59E80, ext=0, wl=0, keys=(0:A:0)
[30453] (11/02 06:37:39.802):{0x1ED0} CheckUserListChanges: found 1 reassigned user
[30397] (11/02 06:37:39.818):{0x1ED0} AssignToAgent: User Problem User assigned to agent 1
MAGT Log:

Code:
[30046] (11/02 06:25:38.493):{0x1D10} ScanGAL: Detected a mailbox move or key property change for user: Problem User
[30045] (11/02 06:25:38.493):{0x398} Stopping handheld for Problem User
[40747] (11/02 06:25:38.509):{0x398} License total: 20, used = 19, free = 1
[30000] (11/02 06:25:38.509):{0x1E84} {problemuser@mydomain.org} Sending data to Dispatcher, size=23, Tag=264223
[40000] (11/02 06:25:38.509):{0x1E84} {problemuser@mydomain.org} SendToDispatcher, Tag=264223
[30070] (11/02 06:25:38.509):{0x1E84} User problemuser@mydomain.org shutting down...
[40000] (11/02 06:25:38.509):{0x1928} [BIPP] Send data, Tag=264223
[40000] (11/02 06:25:38.509):{0x1908} [BIPP] Received status DELIVERED, Tag=264223
[40645] (11/02 06:25:38.509):{0x1908} [BIPPa] Failed to find user for received status, UserId=47, Tag=264223
[45050] (11/02 06:25:38.571):{0x119C} DBNS: DbObject=200
[30066] (11/02 06:25:38.712):{0x1E84} Total Msgs Pending 3
[30217] (11/02 06:25:39.009):{0x398} Reassigning account for Problem User...
[30362] (11/02 06:25:39.009):{0x1D10} This agent will handle 18 user(s)
[30000] (11/02 06:25:39.009):{0x1D10} Optimize ThreadPools, total number of started users 18
[40413] (11/02 06:25:39.009):{0x1D10} Before optimization: total number of worker threads 19, where 2 non-removable
[40414] (11/02 06:25:39.009):{0x1D10} Removing worker thread 0x1D24 from thread pool for session 0x01522790 (HERMES)
[30000] (11/02 06:25:39.009):{0x1D24} [DIAG] EVENT=Unregister_thread, THREADID=0x1D24, THREADNAME="UserWorkerThread<HERMES>"
[40416] (11/02 06:25:39.009):{0x1D10} Thread pool for session 0x01522790 (HERMES) has 18 threads to serve 18 handhelds
[40417] (11/02 06:25:39.009):{0x1D10} After optimization: total number of worker threads 18, where 2 non-removable
[40682] (11/02 06:25:39.587):{0x1D10} AddPagerToList(Problem User) - UserId=47
[30041] (11/02 06:25:39.587):{0x1D10} Starting handheld for Problem User
[40704] (11/02 06:25:39.587):{0x1D10} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=ACISD/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=HERMES/cn=Microsoft Private MDB, MailboxDN=/o=ACISD/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=mkoops
[40739] (11/02 06:25:39.587):{0x1D10} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=ACISD/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=mkoops'
[40430] (11/02 06:25:39.587):{0x1D10} {problemuser@mydomain.org} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x01522790 (HERMES)
[40153] (11/02 06:25:39.603):{0x1D10} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (11/02 06:25:39.603):{0x1D10} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[30068] (11/02 06:25:39.603):{0x1D10} User problemuser@mydomain.org starting up...
[30069] (11/02 06:25:39.603):{0x1D10} {problemuser@mydomain.org} Mailbox name is mkoops
[40221] (11/02 06:25:39.603):{0x1D10} {problemuser@mydomain.org} In Cradle timer is 794000
[45050] (11/02 06:25:39.618):{0x119C} DBNS: DbObject=200
[40747] (11/02 06:25:39.634):{0x1D10} License total: 20, used = 19, free = 1
[30362] (11/02 06:25:39.634):{0x1D10} This agent will handle 19 user(s)
[30000] (11/02 06:25:39.634):{0x1D10} Optimize ThreadPools, total number of started users 19
[40413] (11/02 06:25:39.634):{0x1D10} Before optimization: total number of worker threads 18, where 2 non-removable
[40415] (11/02 06:25:39.634):{0x1D10} Worker thread 0x18B4 added to thread pool for session 0x01522790 (HERMES)
[40416] (11/02 06:25:39.634):{0x1D10} Thread pool for session 0x01522790 (HERMES) has 19 threads to serve 19 handhelds
[40417] (11/02 06:25:39.634):{0x1D10} After optimization: total number of worker threads 19, where 2 non-removable
[40000] (11/02 06:25:39.649):{0x1FD0} {problemuser@mydomain.org} UserControl::CopyCalSyncITPolicyProperty - User Calendar Sync changed from FALSE to TRUE
[30000] (11/02 06:25:39.649):{0x18B4} [DIAG] EVENT=Register_thread, THREADID=0x18B4, THREADNAME="UserWorkerThread<HERMES>"
[40188] (11/02 06:25:39.665):{0x1FD0} {problemuser@mydomain.org} Conflict resolution set to DESKTOP WINS
[40259] (11/02 06:25:39.681):{0x1FD0} {problemuser@mydomain.org} *****Redirection on*****
[40442] (11/02 06:25:39.681):{0x1FD0} User settings: email=problemuser@mydomain.org, routing=S49756595, service=BLACKBERRY, device=319C1DAD, calendar=1, MDS=1, userOTAFM=63, incradle=0, SMIME=0, sentItems=1, dir=mkoops, server=HERMES
[40702] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Starting message rescan
[40175] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} MAPIMailbox::GetNewMessages found 5 message(s) in Inbox
[40266] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Queuing new mail through rescan. EntryId=645459
[40266] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Queuing new mail through rescan. EntryId=645458
[40266] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Queuing new mail through rescan. EntryId=645457
[40266] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Queuing new mail through rescan. EntryId=645456
[40266] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Queuing new mail through rescan. EntryId=645455
[40703] (11/02 06:25:39.681):{0x1DB0} {problemuser@mydomain.org} Message rescan completed
[40267] (11/02 06:25:39.681):{0x1108} {problemuser@mydomain.org} Starting calendar rescan
[40136] (11/02 06:25:39.681):{0x1108} CalICSAgent::GetDirectoryName synch directory retrieved from registry: c:\Program Files\Research In Motion\BlackBerry Enterprise Server\Agents\ICSSync\ for mkoops
[30019] (11/02 06:25:39.759):{0x1108} {problemuser@mydomain.org} MAPIMailbox::DoICS ICS Synch Successful
[45050] (11/02 06:25:39.774):{0x119C} DBNS: DbObject=200
[40701] (11/02 06:25:39.774):{0x1108} {problemuser@mydomain.org} Calendar rescan completed
[40694] (11/02 06:25:39.774):{0x1FC4} {problemuser@mydomain.org} Starting reload folders
[40695] (11/02 06:25:39.915):{0x1FC4} {problemuser@mydomain.org} Reload folders completed
[30000] (11/02 06:25:39.915):{0x1844} {problemuser@mydomain.org} Sending data to Dispatcher, size=406, Tag=264224
[40000] (11/02 06:25:39.915):{0x1844} {problemuser@mydomain.org} SendToDispatcher, Tag=264224
[40000] (11/02 06:25:39.915):{0x1928} [BIPP] Send data, Tag=264224
[40000] (11/02 06:25:39.915):{0x1908} [BIPP] Received status DELIVERED, Tag=264224
[40000] (11/02 06:25:39.915):{0x1908} [BIPP] Received datagram, Tag=105250
[40913] (11/02 06:25:39.915):{0x874} {problemuser@mydomain.org} Device 319C1DAD state: out of coverage
It will continue to repeatly state that the device is 'out of coverage' (it's not) until I restart the blackberry service. At which point everything works fine for a while again.

Any ideas where I should look or how to fix it?
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Old 11-05-2009, 08:22 AM   #2 (permalink)
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Check the user's email address in AD. I'm willing to bet that it doesn't match what BES thinks it should be.
(I've seen this issue several times, and each time was the same problem, and solution.)
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Old 11-05-2009, 09:45 AM   #3 (permalink)
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Quote:
Originally Posted by penguin3107 View Post
Check the user's email address in AD. I'm willing to bet that it doesn't match what BES thinks it should be.
(I've seen this issue several times, and each time was the same problem, and solution.)
Thanks! It was different (hyphenated last name in AD, not in Exchange/BES) I'll give that shot.
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