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Old 05-28-2010, 12:34 PM   #1 (permalink)
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Default Issues with BES and the 9550 and 9630: stop recieving emails

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We recently went through a device refresh here. My client, whose not all that keen on taking the time to test, rushed these devices to the users and now we've got some problems.

Here's the issue:

About 60 users with older 8000 series BB's with AT&T were switched up with new Verizon 9550 and 9630's on BES. In most cases, activation was clean and without problems. Now fast forward two weeks. A single user stops receiving email on his 9550. He can still send, but no new emails come in. A few days later, another user has the same problem on his 9630. Then 5 other people report the same problem on their 9630's. However, the other 50+ users have been working flawlessly.

To resolve the issue I've tried the following.
- Pull the battery; restart
- Resent the service books
- Send a blank IT Policy to remove our custom IT policy
- Soft re-activation (enterprise activation --> ALT + CNFG --> wireless Off then wait 30 seconds and turn it back on)
- checked\updated phone OS
- checked\updated device.xml file 9000 series support
- Wipe the device, remove the BES account, and re-activate

The last of my troubleshooting steps seemed to resolve the issue so I just chalked it up to a bad activation. Then it happened again to the same users two weeks later.

Yesterday, I had an exec who wanted to try and troubleshoot the issue instead of wiping. We went through all the steps above (with the exception of a wipe), and once it was re-activated, I sent him a test message... It never came through to his device, but his Outlook client picked it up. At the same time that I sent him the message the following event was generated in the BES MAGT log file:

Quote:
[40175] (05/27 00:02:36.930):{0x57E4} {user.name@mycompany.com} MAPIMailbox::GetNewMessages found 0 message(s) in Inbox
It would seem that he's working, but for some reason the MAPIMailbox polling is not picking up the new email messages in his Exchange account.
No errors in any of the other BES logs or Windows log files.

We are an Exchange 2003 SP2 Shop running BES 4.1.6.16 with about 184 active BES users.

After a quick search, I See that there have been some other topics regarding this issue, but I haven't seen any solutions. If this is redundant, I apologize. Your help is greatly appreciated.
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Old 05-28-2010, 12:50 PM   #2 (permalink)
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Well first off you put this in the wrong forum. This forum is for the 9000 series not the 9550 or 9630. Also, it seems you downloaded the os for a different device.
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Old 05-28-2010, 12:54 PM   #3 (permalink)
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Thanks - I did ponder where to put this thread, but since it's across multiple devices I thought this might be a good place to start. Mods are free to move it.

What do mean by "it seems you downloaded to os for a different device"? The update was performed OTA from the device. Not the BES or Desktop Manager.
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Old 05-28-2010, 01:03 PM   #4 (permalink)
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Moved to BES Admin forum
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Old 05-28-2010, 01:09 PM   #5 (permalink)
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I've run into this same thing when I was running BES 4.1.6. Try this:

- Log into the BES with the service account (i.e., svc-besadmin)
- Open the Manager and click on the user to highlight their name
- In the bottom pane, expand Service Access, then click on 'Choose folders for redirection'

Are both the Inbox and Sent items checked for the user? The folders should be all greyed out with 'Redirect Inbox* Only' as the selected option, but still have check marks for Inbox and Sent Items.

If not you can check the Inbox and that should fix the issue, BUT it's a bug that needs a service pack or maint release to fix permanently. I'll see if I can dig up the KB article.
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Old 05-28-2010, 02:23 PM   #6 (permalink)
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juwaack68 - Excellent Post. Thank you!!

It looks like that's what the issue is. I just corrected it on one user and I'm waiting to hear back from him. He must be out of range or the device is off; As soon as I made the change his pending data packets went from 0 - 177 in 30 seconds.

If by chance you do find that KB, please post it.

Thanks again!
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Old 05-28-2010, 02:29 PM   #7 (permalink)
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Glad I was able to help. I haven't been able to find the KB, but I know the fix was to apply a new service pack or maintenance release. IIRC, when I had the issue I was just about to upgrade from 4.1.6 to 4.1.7 MR1 and that was the permanent fix.
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Old 05-28-2010, 04:36 PM   #8 (permalink)
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For BlackBerry Enterprise Server 5.0, apply SP1 to the affected servers.


For BlackBerry Enterprise Server 4.1 SP6 for Microsoft Exchange, apply MR7 to the affected servers.

For BlackBerry Enterprise Server 4.1 SP6 for Novell GroupWise, apply MR6 to the affected servers.


See KB18549
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