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Old 03-14-2011, 03:59 PM   #1 (permalink)
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Default Users randomly stop recieving mails on BES Express 5.02

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Hello,

We installed a BES express at one of our customers and randomly users stop to recieve mails on their phones. They still are able to send, sync mail, adresbook etc...
They recieve up too 300 - 400 mails maybe thats the problem?
When you check into the BES you see in the logs that the messages are delivered but they aren't.

Things I've tried:

- Pull the battery
- resend service books
- reregister on the network
- reboot BES / exchange

The only thing that works is wipe the blackberry, delete the user from bes, resync and then it works again for like 1 week.

I'm really getting frustrated about it!

Thanks!
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Old 03-14-2011, 04:04 PM   #2 (permalink)
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Default Re: Users randomly stop recieving mails on BES Express 5.02

try regenerate encryption key from device?
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Old 03-14-2011, 05:21 PM   #3 (permalink)
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Default Re: Users randomly stop recieving mails on BES Express 5.02

Also tried that :\
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Old 03-15-2011, 09:43 AM   #4 (permalink)
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Default Re: Users randomly stop recieving mails on BES Express 5.02

What device models are doing it?
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Old 03-15-2011, 11:21 AM   #5 (permalink)
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Default Re: Users randomly stop recieving mails on BES Express 5.02

Have you checked, if the Inbox is still ticked in the list of redirected folders for that user?

The symptom you describe (no pending messages on BES) is exactly the one you get when the Inbox is not redirected.

The problem is solved if you remove the user from the BES and add him again, because the standard for a new user is to have the Inbox redirected. But the easier solution is of course just to tick the Inbox for redirection.
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Old 03-17-2011, 06:55 AM   #6 (permalink)
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Default Re: Users randomly stop recieving mails on BES Express 5.02

check also if the inbox in Outlook (or whatever email client you are using) has rules that forwards the contents of the inbox to a sub folder (which is prolly not redirected to the BB) or to an archive folder, considering they receive quite a lot of emails, maybe they have an auto forwarding in the inbox in effect?

worth a try,,
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