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Old 02-17-2006, 11:48 AM   #1 (permalink)
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Wondering if someone here can help me.

Here is my problem. I am a Blackberry user on a Corporate BES (Lotus Notes).

For the past month or so, I have noticed a "degraded" in service availability from the BES. By degrade I mean that, I would stop receiving emails ranging from minutes to a couple of hours. MDS services is also unavailable for me during this period. I can tell there is a problem with the BES (or my connection to the BES) because I stop receiving emails, even though I receive emails on Notes, and all software installed on my Blackberry that requires connectivity through MDS (Blackberry Browser, Webmessenger, BBWeather, etc) stop working.

Interestingly these "blackouts" seem to occur mainly during business hours.

The problem is getting increasingly worst.... Last week, I lost BES access every morning at between 9:00am and 10:00am to regain it only much later during he day... Sometime the service is only back at around 4:30...

Some information that might be important.

a) My device is a Bell Mobility 7130e with OS Ver.: 4,.1.0.207

b) During the time where I have no access to the BES:
i) I have full access to the "Internet Browser"
ii) I have full access to the WAP Browser
iii) Phone and SMS works perfectly
iv) I can receive and send email using the Blackberry Web Client
v) I can receive and send PIN
vi) I have full coverage in my area

c) What I have done to try to troubleshoot myself.
i) rebooted the devices on many occasion (battery pull)
ii) Generated a new key from the desktop
iii) Using the Desktop/backup/Advance option, I have deleted
the Service books to force new ones from the BES.
iv) Wiped the device clean and reinstalled OS and apps again.

Nothing seems to work. Support on our side is puzzled since I seem to be the only one affected.


Any ideas?
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Old 02-17-2006, 01:42 PM   #2 (permalink)
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Are you running any Anti-virus software on the BES or in your e-mail environment? Is it possible that software is blocking the BES threads as "bad traffic"?
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Old 02-17-2006, 02:58 PM   #3 (permalink)
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Since you're the only user affected, I would have a look at your mail pending count. Chances are that it's high and should likely be purged.
I would also have a look at your profiles and state databases, and possibly run a fixup, updall and compact on them. How do these databases compare with other users who not experiencing the same issues?
If the above does not clear the issue, I would try a remove and re-add of your BES account - since you've tried everything else.
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Old 02-20-2006, 11:13 AM   #4 (permalink)
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Quote:
Originally Posted by dev
Since you're the only user affected, I would have a look at your mail pending count. Chances are that it's high and should likely be purged.
I would also have a look at your profiles and state databases, and possibly run a fixup, updall and compact on them. How do these databases compare with other users who not experiencing the same issues?
If the above does not clear the issue, I would try a remove and re-add of your BES account - since you've tried everything else.
Thanks dev... Followed your advice on fixup, updall and compact. There is no real difference between my databases and others. Made no difference. Again, the odd thing here is that the entire weekend was fine... My emails came in regularly and in timely fashion... And MDS access was fine.

Since 8:00am this morning... that's it... No more MDS access and emails are coming in very sporadically... Keep in mind that everything else is fine (BWC, SMS, Phone, PIN, WAP Browser, etc)... Only connectivity to the BES is affected.

The only other option, as suggested, would be to remove me from the BES and add me again (although not being an expert I don't know how this could help)... But at this point...!

Snyder81: We have anti-virus software in our Mail environment... Support tells me they don't see how it could affect only me.

Thanks guys... Let me know if you think of something else.
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Old 02-21-2006, 11:51 AM   #5 (permalink)
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If you scan the logs for your name during the problem times??
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Old 02-21-2006, 12:09 PM   #6 (permalink)
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Quote:
Originally Posted by marco616
If you scan the logs for your name during the problem times??
No errors are found.

Last night we removed my account from the BES... Adding me back this morning.
Same problem...

Network problem? Could it be related to the 7130e (EVDO)? I don't remember having this problem with my 7250

I give up!
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Last edited by Pentarus : 02-21-2006 at 12:12 PM.
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Old 02-21-2006, 12:32 PM   #7 (permalink)
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Have you tried an offline fixup, updall and compact?
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