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Old 12-03-2004, 01:24 PM   #1 (permalink)
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Old 12-03-2004, 01:29 PM   #2 (permalink)
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Old 12-03-2004, 01:58 PM   #3 (permalink)
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Old 01-27-2005, 02:55 PM   #4 (permalink)
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Default BES 4.0 - Not All Email Being Received

I have upgraded a handheld to OS 4.0 and am not receiving all email to the handheld now. The handheld/profile currently has no filters setup and is marked to deliver messages to the handheld. These are emails that are not being permanently deleted by and Outlook rule - and they show up in the Outlook inbox.

Below is the Event Log for emails not being delivered (I have the log files as well, but they are somewhat confusing, to say the least).

Code:
Event Typexxx58;	Warning
Event Sourcexxx58;	BlackBerry Dispatcher TESTBES1
Event Categoryxxx58;	None
Event IDxxx58;	20569
Datexxx58;		1/27/2005
Timexxx58;		2xxx58;11xxx58;41 PM
Userxxx58;		N/A
Computerxxx58;	TESTBES1
Descriptionxxx58;
Failed to find a user for received config packet, user [email address], id 1, session S########_001
At one point, there were 41 unread emails in the Outlook Inbox - and only 16 total on the handheld. I'm going to update to HF1 for BES 4.0, but I'm not sure if the server is the issue (or either its just pure coincidence that it started after upgrading to OS 4.0).

Anyone else experience the same or similar issues?
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Old 01-27-2005, 02:15 PM   #5 (permalink)
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Did you reactivate the handheld?

I've noticed within the Beta program that when we update the HH software, we have to reactivate the device with BES. I usually use this procedure:

1) Backup data
2) Upgrade device
3) Restore data
4) Reactivate device

1, 2 and 3 are separate because I always backup the data first instead of doing the backup+restore. Just in case something happens during the process no devices lose their data.

We have to reactivate each device after upgrading though or they won't receive email.
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Old 01-27-2005, 02:33 PM   #6 (permalink)
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I upgraded the device. It synched up just fine. However, it was not showing up statistics for it on the server. So I removed the user from the BES, and did an enterprise activation (I wanted to see this in action). The activation was completed a little bit later on and its registering on the BES.

It is receiving email, but a good percentage is not being delivered. Each time it fails, the Dispatcher service gets the error above.
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Old 01-27-2005, 03:14 PM   #7 (permalink)
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Sorry I can't help more, looks like GW BES works much differently than exchange or notes. We don't really get syslog messages, but about 10 different bes logs.
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Old 01-27-2005, 06:02 PM   #8 (permalink)
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This same message is listed in the dispatcher BES log (in logs folder). The system log is the normal Windows Application Log (in Event Viewer).

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Old 01-28-2005, 09:27 AM   #9 (permalink)
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I'll document as I go along. I'm just reinstalling the 4.0 OS and removing/readding the user to the BES - completely starting over from scratch as far as the handheld and the user are concerned.

1) javaloader -usb wipe
2) open Desktop Manager then Application Loader; reinstall OS 4.0 and components
3) remove user from BES 4.0; remove information from user's mailbox (Yes/No when removing from BES)
4) complete OS4.0 installation
5) add user back; clear statistics from BES (Yes/No when adding to BES)
6) generate and email activation password to user
7) complete wireless Enterprise Activation for user

Still working from here.
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Old 01-28-2005, 10:24 AM   #10 (permalink)
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Same issue, except this time, I was receiving this error from Blackberr Messaging Agent.

Code:
Event Typexxx58;	Warning
Event Sourcexxx58;	BlackBerry Messaging Agent TESTBES1 Agent 2
Event Categoryxxx58;	None
Event IDxxx58;	20301
Datexxx58;		1/28/2005
Timexxx58;		11xxx58;06xxx58;03 AM
Userxxx58;		N/A
Computerxxx58;	TESTBES1
Descriptionxxx58;
xxx123;mailbox@domain.comxxx125; Unable to save configuration settings or statistics.
The odd thing about this error was that I continued to receive it even after I removed the user from the BES. It literally showed up about 300 times in a few minutes.

Anyhow, I have moved the user back to OS3.8. No more errors on the BES and all emails are being received. This is odd behaviour, I would think.

I have just patched BES4.0 to HF1 while downgrading the OS to 3.8. I didn't see any 'fixed issues' that would coincide with my issue. Anyhow, I guess I'll wait until the provider officially releases an OS4.0 that is greater than .185 to try again.
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Old 01-28-2005, 12:57 PM   #11 (permalink)
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Could it be a space issue? Or possibly the sql database is full? Tried checking permissions? I'm just pulling things off the top of my head now.
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Old 01-28-2005, 04:08 PM   #12 (permalink)
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SQL has no limitations for the BESMgmt database. Permissions are set per RIM's instructions.

When TMO releases their finalized flavoring of OS4.0 and I start testing it again, and if this is still an issue, I'll give RIM a call for help. I was just wondering if others had the issue as well.



I'll keep all posted. I should have their OS4.0 early next week, I think (our rep is supposed to be getting this to me).
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Old 01-31-2005, 09:50 AM   #13 (permalink)
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I loaded the new HK CSL software (albeit, the same version of OS4.0) and email redirection is working fine now - 100% of all emails are being received.

The only thing I did different was not engage the Enterprise Activation from the handset. I left it connected via USB, at which point it started the Activation process and completed by the time I got back to my desk (I left for a while).

Very odd.
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