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Old 09-12-2011, 06:43 AM   #1 (permalink)
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Default Some emails not received on handheld

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Hi,

From time to time, pretty seldom actually, some messages are not received on handhelds. I had the case last Friday and here are 2 examples from the MAGT log :

Code:
[30085] (09/09 20:06:19.512):{0x15F4} {xxx@xxx} New mail has arrived, EntryId=10221111
[40287] (09/09 20:06:19.528):{0x15F4} {xxx@xxx} Queuing message, RefId=-1518574848, EntryId=10221111, Posted=09/09 20:06:09, Delivered=09/09 20:06:19
[40669] (09/09 20:06:20.090):{0x1458} {xxx@xxx} Sending 5253 bytes of message body 63851 bytes, RefId=-1518574848, EntryId=10221111
[40391] (09/09 20:06:20.090):{0x1458} {xxx@xxx} RefId=-1518574848 references 0 image(s) (in 5253 bytes of body) 0 from MB, 0 from cache, 0 failed. 0 images (0 bytes) pushed, 0 images (0 bytes) cached
[30081] (09/09 20:06:20.090):{0x1458} {xxx@xxx} Sending message to device, size=2345, EntryId=10221111, RefId=-1518574848, TransactionId=-832615716, Tag=782194
[30097] (09/09 20:07:32.265):{0x15CC} {xxx@xxx} Message has been delivered to device, Tag=782194, EntryId=10221111
Code:
[30085] (09/09 20:08:45.877):{0x15AC} {xxx@xxx} New mail has arrived, EntryId=10223510
[40287] (09/09 20:08:45.893):{0x15AC} {xxx@xxx} Queuing message, RefId=-1924055215, EntryId=10223510, Posted=09/09 20:08:44, Delivered=09/09 20:08:45
[40669] (09/09 20:08:46.252):{0x15B0} {xxx@xxx} Sending 5622 bytes of message body 63851 bytes, RefId=-1924055215, EntryId=10223510
[40391] (09/09 20:08:46.252):{0x15B0} {xxx@xxx} RefId=-1924055215 references 0 image(s) (in 5622 bytes of body) 0 from MB, 0 from cache, 0 failed. 0 images (0 bytes) pushed, 0 images (0 bytes) cached
[30081] (09/09 20:08:46.252):{0x15B0} {xxx@xxx} Sending message to device, size=2223, EntryId=10223510, RefId=-1924055215, TransactionId=-832615711, Tag=782203
[30097] (09/09 20:08:50.518):{0x15C0} {xxx@xxx} Message has been delivered to device, Tag=782203, EntryId=10223510
So everything seems fine from the BES point of view, according to the 'Message has been delivered to device' message. Is there any other way I should investigate ? The customer told me there's no filter set up on the BB, though I can't check that out by myself.

BES Express : 5.0.1.13
Terminal : 8900 v4.6.1.310

Thanks

Christian
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Old 09-14-2011, 06:27 AM   #2 (permalink)
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Default Re: Some emails not received on handheld

If you go on the "Component information" of the specific user, what is the number of filtered messages?

Also, you can remotely check the filter via "Messaging configuration" on the Web Admin console.
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Old 09-15-2011, 07:16 AM   #3 (permalink)
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Default Re: Some emails not received on handheld

Does the handheld have Content Protection enabled?
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Old 09-15-2011, 07:36 AM   #4 (permalink)
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Default Re: Some emails not received on handheld

Scrap that, just been back through my emails from a few years ago.

You may need to manually regenerate the handheld encryption key.

RIM's opinion was that the key regeneration was corrupted, most likely due to:

1) A BlackBerry device being connected to another user's Desktop Manager

or

2) The BlackBerry device going out of coverage or being switched off during the automatic key regeneration process.
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Old 09-20-2011, 12:26 PM   #5 (permalink)
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Default Re: Some emails not received on handheld

Thanks for the replies. Indeed, BAS shows no filtered messages. No content protection activated. I've asked the user to regenerate the encryption key. Wait and see if that happens again.

Anyway, thanks again.
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Old 09-20-2011, 12:34 PM   #6 (permalink)
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Default Re: Some emails not received on handheld

Incidentally, I also witnessed with this issue that you could send a <confirm> message and receive the automated response without the message appearing in the message list on the handheld.

Hope the key regeneration works for you.
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Old 09-20-2011, 12:37 PM   #7 (permalink)
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Default Re: Some emails not received on handheld

Wouldn't an invalid key prevent all messages from being delivered, not just some?
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