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Old 05-04-2011, 03:04 AM   #1 (permalink)
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Default BESX not synhing mail only on one device

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Hi all,
done a search but not found any thread with exact problem i'm having.

Out of 27 users on BESX running on Exchange 2007 (on Server 2008), i have one user who in the past couple of weeks or so has found that her emails aren't syncing to her device (8520). Calendars and contacts sync fine, but she doesn't get any emails land on the 8520.
I've resent service books and IT policy successfully.
However, although the admin console reports the last contact time as being correct, it keeps saying "message filtered", where as all other devices have a "message delivered" status.
No idea why that has happened. Often when users complain of non-syncing i reboot the Exhange server and all is good in the world again.
Can't really do it for just one user though.
She has done a couple of battery pulls (as advised) but the console is reporting that her uptime is 12 days . How can that be, she just pulled the battery (twice yesterday).
Her sim card only has BIS services applied so wireless re-activation is not an option and she is 70 miles from head office.
Can anyone offer any more advise as to what i can try (as admin) remotely, rather than have her come into the office to have the handset wiped and re-activated by the wire?

Any advice would be greatly appreciated, thanks.
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Old 05-04-2011, 03:17 AM   #2 (permalink)
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Default Re: BESX not synhing mail only on one device

Check if she has any Mail Filtering rules enabled on the BES Web Admin Console.

Also check if the Inbox is ticked under Folder Redirection.
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Old 05-04-2011, 03:21 AM   #3 (permalink)
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Default Re: BESX not synhing mail only on one device

Hi freakinvibe,
can't seem to find anything. There are no specific rules set for any users. We use the backberry devices in a very basic way, no software deployment, no IT policy other than the default etc. Everything out of the box so to speak.
Could you maybe direct me to where i should be looking in the BESadmin web console. I've spent ages looking, i'm going round in circles and its probably right in front of me.
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Old 05-04-2011, 03:38 AM   #4 (permalink)
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Default Re: BESX not synhing mail only on one device

To see individual filters per user:

Manage users > User name > Default configuration > E-Mail

Check "Email message filter name". Are any filters listed there?

Check "Email message filter rules". Below it should say:

"When the preceding rules for email message filters do not apply: Forward email messages to the device."

Finally, check "Redirection settings". It should be "Inbox and Sent Items only". Or it should show your folder list and "Inbox" must be ticked.
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Old 05-04-2011, 03:55 AM   #5 (permalink)
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Default Re: BESX not synhing mail only on one device

ahaa...found it now.
"No email message filters have been specified."
"Folder redirection settings: Inbox and Sent Items only"
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Old 05-04-2011, 03:56 AM   #6 (permalink)
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Default Re: BESX not synhing mail only on one device

oh....

"When the preceding rules for email message filters do not apply:
Do not forward email messages to the device."

This differs to your description where is says DO forward to the device.
Can't see where to change this though.

Yes, this differs from out other users too.....so looks like i need to later that setting, how, i don't know..... why it happened? Lol, don't know that either.


edit: ok, i've found how to edit it and have changed to option to "Forward to the device" from "Do not forward to the device"

Last edited by k.jacko : 05-04-2011 at 04:00 AM.
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Old 05-04-2011, 04:04 AM   #7 (permalink)
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Default Re: BESX not synhing mail only on one device

Ok, all is back and working fine.
Thanks for your help freakinvibe.
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Old 05-04-2011, 07:49 AM   #8 (permalink)
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Default Re: BESX not synhing mail only on one device

Glad to hear it works now. It could be that the user changed that herself. The filters can also be set on the Blackberry device and then the settings are synced to the server.
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