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Old 07-13-2010, 05:24 AM   #1 (permalink)
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Default User not recieveing emails. Add user on BB manager and no names displayed.

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I have inherited a bes and it instantly has a problem. One user has not been recieving his emails. Wired to the server he gets them fine, as soon as you unplug him you do not get any emails. All other users are working fine...

However I went to remove him from the BES and readd him on. When I clicked on add users no user populated the address list.

In the logs I have loads of lines that say this:
FindAndQueueAllMovedMessages - Pending command already detected, updating to Delete command, RefId=-1311824110

Another common log is the following:
[40669] (07/12 15:09:05.538):{0x1100} {useremail} Sending 1500 bytes of message body 5441 bytes, RefId=-1918339870, EntryId=135851
[30081] (07/12 15:09:05.538):{0x1100} {useremail} Sending message to device, size=1790, EntryId=135851, RefId=-1918339870, TransactionId=-868811535, Tag=75021
[40279] (07/12 15:09:05.538):{0x1100} {useremail} SubmitToRelaySendQ, Tag=75021
[40000] (07/12 15:09:05.538):{0x10C0} [BIPP] Send data, Tag=75021
[30105] (07/12 15:09:05.538):{0x1104} {useremail} Message returned as FAILED - could not be delivered to device, Tag=75018, EntryId=135854
[40000] (07/12 15:09:05.585):{0x5C4} [BIPP] Received status FAILED, Tag=75021

If anyone has any clues as to what this might be it would be appreciated your help.

Last edited by Hannah814 : 07-13-2010 at 05:25 AM.
Old 07-13-2010, 08:02 AM   #2 (permalink)
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Before removing and re-adding the user, you should always check the connection. Under "Manage Connections", if you click on "Services Status", you should see:
Mobile Voice
  Status: available
  Connection: Mobile Network
BlackBerry Internet Service
  Connection: Mobile Network
BlackBerry Enterprise Server
  Connection: Mobile Network
You should also check on the server, when the last contact time of the user was. Most of the time it is a connection problem and deleting the user does not help to solve that. A cold restart of the device is also something to try.

But now you have run into another problem. Sometimes it can take quite a while until a user is deleted from BES. Before re-adding you should check under "Users Pending Delete" if the user has really vanished. You cannot add a user when he is still in the Pending delete state.

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