We have a strange issue and i am not sure what the cause is (Exchange 2007 SP3/ BES 5.0.3)

We randomly get users complaining that the have stopped receiving emails on their devices. They are unable to do a lookup, but if I type a full email address, then i can send a mail but they cant receive any, thoug I can see the activaty arrow working indicating some activity when a new mail arrives in the mailbox.

To get them working again, all I have done so far is reactivate them.

What I have checked is:
1. Performed a hard reset on their device
2. Re-registered to the Host Table
3. Check the MAGT logs and cant see any issues, I can see message delievered to device OK
4. Checked the search value using mfcmapi and thats set ok

any idea whats going on ?

are you on latest MR for SP3?

Mr7

The BlackBerry Enterprise Server may require a restart. Contact the system administrator to restart the BlackBerry Enterprise Server.Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones.

Restarting the Server doesnt willnot resolve the issue but maybe just resolve it for a short while before the problem resurfaces - we have a HA setup, so will flip to the Standby Server and see if it helps for now though.

maybe?
KB18549-Inbox folder redirection is randomly disabled for BlackBerry smartphone users

We looked at this which is a very good lead, however, the problem still persists.

The redirection was already set to inbox and sent items, I changed it to sent items - saved it and then changed it back to inbox and sent items and saved it (basically resetting it) - no joy

In the Application logs we do see {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing as mentioned

IN the MAGT logs we also see some of the mentioned entries but as it also mentions these can be expected.
[40698] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving OTAFM request from device, Tag=43818, TransactionId=269933713
[30219] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received PURGED_MESSAGE_LIST from device, Tag=43818, TransactionId=269933713
[20394] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing
[40583] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending packet to device, Size=46, Tag=102254, TransactionId=-904470219

We are already running SP3, so we should not be seeing this anyway according to the KB

by the way we are unable to perform lookups and can send emails by typing the email address manually but still receiving nothing

reactivated device and started working OK which is what I expected anyway