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Old 12-08-2010, 09:21 PM   #1 (permalink)
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Default Enterprise mail not received but can send out mails

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Hi,
I am having a strange problem. I have been using my BB Bold with BES plan. My enterprise mails have stopped getting delivered to my Inbox starting November. My GMail works fine, both sending and receiving. I can send out mails from my Enterprise account (Lotus Mail) (look up Email ids from enterprise directory as well) but none of the incoming mails are visible in my Inbox. Calendar also gets updated once during Enterprise activation but does not receive any further updates on Wireless mode. I have set all mails, calendar and contacts to wireless synch mode.

I have tried wiping and reinstalling device including OS, upgraded to the latest vesrion of device and desktop software supported by my enterprise, re-provisioned my plans with the carrier, changed BES activation password, did enterprise activation. I have repeated most or all of the above in one form or other multiple times in the last one month. I have tried creating new encryption keys manually but has not helped. PIN to PIN messagin works fine.

Has anyone faced similar problems before? Any clues as to where to trouble shoot?
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Old 12-08-2010, 09:48 PM   #2 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Moved to the BES Admin section.

Have you spoken to your BES Admin about it?
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Old 12-09-2010, 10:36 AM   #3 (permalink)
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Default Re: Enterprise mail not received but can send out mails

I am sure you have checked but have you got any filters set
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Old 12-09-2010, 08:29 PM   #4 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Thanks for the responses. I have looked at the filter settings. I disabled and enabled them but did not help.
I took BES admin help. He is clueless. He says he is getting a status "Terminated at network" against the profile. He wants me to work with the carrier, Airtel in this case. Airtel claims that everything is fine at their end.
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Old 12-10-2010, 04:42 AM   #5 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Get the BES admin to check that BES is set to redirect Inbox (he may say its all set fine, but ask him to check and verify) as I have seen sometimes this deselecting "Inbox" for some reason.

Are you seeing mail in your Inbox at work ? any rules set for moving mail from Inbox to folders etc. If yes, then check your device isnt set to hide mail moved to folders.

finally if all above is OK, then check with carrier that SIM is dual provisioned for BES & BIS

Last edited by Kul : 12-10-2010 at 05:12 AM.
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Old 12-12-2010, 11:21 AM   #6 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Thanks. I have asked the BES admin to check the redirect Inbox setting at the server.
I am seeing mails in my Inbox at work. I have a few redirect rules but my Inbox on an average gets 150-200 mails a day. I had checked with my carrier if they had provisioned for BES. They confirmed the same. I get the Calendar and Contacts updated wirelessly on Enterprise activation once. So I presume BES is active.
I am getting my GMail on my device. So I presume the BIS part is fine.
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Old 12-13-2010, 09:42 AM   #7 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Quote:
Originally Posted by Sabu Gopinath View Post
Thanks. I have asked the BES admin to check the redirect Inbox setting at the server.
I would still verify that he is redirectly Inbox - otherwise all looks fine, must be a setting somewhere. Maybe ask him to disable redirection and enable onl INBOX and see
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Old 12-20-2010, 06:49 PM   #8 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Now this is kind of weird. But before that, I did tell my Admin your suggestion. He says he tried disabling redirection and enabled only Inbox and Sent.
Over the weekend, I tried changing device. I borrowed a friends device. When I connected his device to desktop, I got the message that it was a different device registered against my mail account and if I would like to change it. On confirmation and new encryption key generation, it did an initial sync and I saw my mails on my device after a long time!! I tried Enterprise Activation but it kept failing for various reasons. I had to restore his device (had to get the IT Policy removed) and give the device back. Experiment remained inconclusive. Now comes the interesting part.
Just to see some mails on my device, I restored one on the old back ups on my device and connected Desktop software to the server. Again, I got the message about the device being different and on confirmation, a new encryption key was generated and it did the initial sync. All the old mails were removed and the mails were upto date on device and desktop. Then the Enterprise Activation started. None of the subsequent mails were delivered to the device. Now I had 125 unread mails in my Inbox, though slightly outdated. My observations below.
1)I had 125 unread mails in the device after the initial sync. It was synchronised with my desktop. I have not received any mails after Enterprise Activation.
2)I read 10 mails in my device. The "Read" status was updated in my LN.
3)I "looked up" and sent mails from my device or replied. These were reflected in my Desktop.
3)I deleted a few in my device after reading. I suspect, these were deleted in my desktop as well.Could not confirm.
4)I read all the mails in my Desktop. Deleted and archived in Desktop. The mails continued to remain in my Inbox of the device. But the status changed from "Unread" to "Read".

So I have 115 Read mails in my device Inbox now the last one dated last Sunday before I did Enterprise Activation.
Now I am wondering where the problem could be
1)BES is not pushing new updates to my device?
2)Some issue with the "IT Policy" and my device?
3)Some issue with the "Encryption Key" and Firewall?

Sorry for the long post. I thought I should include as much details as possible to improve my chances of resolution. I am perplexed.
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Old 12-21-2010, 09:08 AM   #9 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Make sure that Wireless Reconcile is set to On at your device. Sometimes toggling that to off, saving it, then turning it back on.
Messages Options - Email reconciliation -
Delete on Mailbox and handheld,
wireless reconcile = Yes
On conflicts = Mailbox wins.
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Old 01-09-2011, 12:26 PM   #10 (permalink)
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Default Re: Enterprise mail not received but can send out mails

Thanks for all the helpful suggestions. The issue finally got resolved when the BES administrator dropped my ID and recreated the same. I did a wipe and Enterprise activation and mails got delivered. Everything working well...After two months of struggle!!
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Old 01-10-2011, 09:52 AM   #11 (permalink)
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Default Re: Enterprise mail not received but can send out mails

I wonder is you had an issue with you message state database all along.

maybe next time look at this KB even though the title doesnt seem to apply.
KB20770-Email reconciliation does not work after moving a BlackBerry smartphone enabled mailbox to another Microsoft Exchange Server
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Old 01-12-2011, 09:43 AM   #12 (permalink)
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Default Re: Enterprise mail not received but can send out mails

We get this quite a lot,

simply regenerating the encryption key solves it 99% of the time.
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