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Old 09-28-2010, 07:11 AM   #1 (permalink)
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Question User recives no new Mails (State DB related?)

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Hello.

I hope this wasn't asked before, Iíve used the search but found nothing that really applied to our Problem.

We're running our BES with 20 Users, and 19 of them work fine, but with one user we're having some Problems. (He can't receive new mails)
He seems to have a bit of an unlucky streak with his BBs. (went through 5 BBs in 4 Month, all failed with java exceptions which made the Device freeze and so on)
At the Moment he's using a BB 9700 (Platform: 5.1.0.153; BB Device S/W: 5.0.0.656) the new Device worked well for a little more than a month, but stopped receiving mails sometimes yesterday.

The web interface of the BES (5.0.0.137) shows that the Device is still in contact with the server and is receiving updates regularly.
So I started checking other things and I think Iíve found the root of the problem in the "State DB".
The user is using a rather complex folder structure (2-6 levels of Subfolders).
But what caught my eye was that one and the Same Folder is showing up with different IDs for about 1000 Times (The DB shows 1156 Folder IDs overall)

Is there a way to fix this mess without having to remove and set up this user once again?
Since my Companyís policy only allows activation over a connection via USB, it is a bit complicated for the user otherwise.

Thanks in advanced.

Greets
KoeKro
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Old 09-28-2010, 08:53 AM   #2 (permalink)
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Have you checked if the "Inbox" is still ticked for folder redirection?

As a side-note, having hundreds of Outlook folders synced to your BB means calling for trouble. 95 % of our users are happy with their BB for many years. The 5% that need constantly to replace their devices are having huge mailboxes (5+ Gigs), loads of contacts (5000+) and 50+ third-party apps installed. And then they complaing about unreliable devices...
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Old 09-28-2010, 09:20 AM   #3 (permalink)
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we have had issue with user trying to sync more than 250 fodlers.

There is a regedit to enable 500, but I am not jumping for the one user.
As with anything, there are some limits.

I wonder how big the messages state database is, I have heard of a user with one that was over 100 meg.
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Old 09-29-2010, 01:22 AM   #4 (permalink)
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@freakinvibe:
There are no automatic redirections out of the inbox folder, so every new mail stays there.

@knottyrope
Thank you for the info.
I think this is the problem with this user. (close to 350 folders, sometimes going down 7 levels)

Since he's the only one with this many folders.
We're going to make him cut down on the folder use or take away his BB.
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Old 09-29-2010, 02:51 AM   #5 (permalink)
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What is the size of his mailbox?
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Old 09-29-2010, 02:55 AM   #6 (permalink)
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Arround 1.4 GB
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Old 09-29-2010, 02:59 AM   #7 (permalink)
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As far as I know BES supports mailboxes up to 1GB. In my organization we have 250 BB users, 500MB is maximum limit, evethough some of them are "exceptions" and have huge mailboxes. I have one or two cases that they expirience problems with mail reconcliation. We tell them it's not supported.
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Old 09-29-2010, 06:40 AM   #8 (permalink)
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I though I read that a 5.0 BES supports up to 255 folders and that there is a fix or so in 5.0 MR4 Check Article ID: KB19189

I just had to rebuild the Folderlist of the state db. Seems to work. Disable wireless message recon. throw away the folders and turn it back on. Then wait............ a while

Ciao,

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Old 09-29-2010, 03:48 PM   #9 (permalink)
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does the user have rules set up to move messages to folders? If so those messages dont sync to the inbox. You will need to go into the BES and set up specific folder redirection for them to show. Or the user can do it from the device and pick which folders he currently has email being moved to.
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Old 09-30-2010, 12:01 AM   #10 (permalink)
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Good Morning.
Thanks for the new input.

@PsPaPa
I don't get the same behavior that is describet in the KB you posted.
The StatesDB of that user is full of dublicated entrys of the same folder.

@B52
No the user does not have any rules for folderredirects, he's doing that completly manual. (This was my suspicion too at the beginning. )

@srendi:
Ok, the 1 GB limit is something I have a little bit dificulties with beliving. The biggest Account behind a BB Device has a 12 GB Mailbox.
And nearly all our BB users are above the 1 GB line ( What might make a difference here is that we're only syncing the inbox and the Send Items)
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Old 09-30-2010, 05:40 AM   #11 (permalink)
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Cool

Then remove them and let the BES rebuild them. First turn of wireless recon. backup then remove them then turn on wireless recon again. Have seen it working a couple of times. I'm sorry to say, not all off the time.
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Old 09-30-2010, 07:33 AM   #12 (permalink)
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I gotta help this. Rebuilding the folder structure is no single step.

Link: Knowledge Sharing - How to rebuild a Lotus Notes mail inbox and later the BB State DB
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Old 12-14-2010, 02:13 AM   #13 (permalink)
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Default Re: User recives no new Mails (State DB related?)

Ok, i kinda forgot to post the answer here.
The Problem was due to the massive amount of Folders that the user had.
After clearing down the Folderstructure to about 150 Folders.
A Final delete and reinstall of the user did the charm.
There have been no problems ever since.

Thanks for all the help
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