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Old 03-09-2005, 10:07 AM   #1 (permalink)
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Default Wireless email synchronization problems

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I am experiencing a problem with a recent BES 4.0 install that I have been unable to resolve. After hours on the phone with Blackberry support, I thought I'd try my luck with the experts here.

Here are the details:
We currently have two version 4.0 BES servers running. Both servers have HF1 and 2 applied. Both servers point to the same SQL database and use identical login information to access the database. The problem is with the email synchronization with Nextel 7510 handhelds (that we just ordered a hundred of) on one of the servers. The "reconcile now" and wireless email reconcialition options appear immediately after synchronization and then disappear about 30 seconds later, never to return All other features of the handheld seem to work. To make the problem more confusing, the email reconciliation works perfectly on server 1 with the same handheld but not on server 2. ALL other carriers and devices seem to work fine on both servers.

The only error that I can find that seems to have any meaning is a message indicating: "can not store unread marks table".


I have tried running the suggested maintenance (compact, updall, fixup) on the state databases and the blackberry profiles database, have repaired and then reinstalled the BES (then applied HF1 followed by 2), have tried reloading the handheld software, and just about everything else that I can think of.

Does anyone have any suggestions as to what to try next? My suspicion is that there is corruption in the profiles database but I'm not aware of a way of rebuilding it without having to manually add each person back to the server.

Any help would be greatly appreciated.
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Old 03-09-2005, 10:23 AM   #2 (permalink)
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Do they enable again if you resend the service books? I assume you've tried re-activating them as well right?
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Old 03-09-2005, 10:45 AM   #3 (permalink)
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Oddly enough, resending the Service Books does not seem to re-enable the email reconciliation...even for a moment.
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Old 03-09-2005, 11:19 AM   #4 (permalink)
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I assume the users that were on BES before you added the nextels aren't affected? Haven't you tried taking a few of the first nextel users added, deleting and re-adding them? Just curious to see if that fixes it or not.
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Old 03-09-2005, 11:30 AM   #5 (permalink)
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We've tried removing old users (including deleting their state databases) and then re-adding them. We've also tried adding new users, rather than importing, with the same results. At this point there are no Nextel 7510s with working Email reconcilation that I am aware. All other users don't seem to be effected by whatever is causing the problem with the 7510s. At this point we have models 7230, 6280, 7280, 7100t, 7520, 6750, and 6230 all functioning without any issues. Are you aware of any tables in the SQL DB that are server specific that could be causing an issue?
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Old 03-09-2005, 11:44 AM   #6 (permalink)
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Not really. One thing I might try is to activate a 7510 with a known-working 7520 SIM card. I know it's a long shot, but it would at least rule out SIM or carrier problems with those devices or SIM's out completely.

Also I assume you've tried activating a 7510 on both BES' to make sure it isn't one or the other with the problem. It sounded like you had, but just to make sure. If they do work on one and not the other, is it possible to move users from one server to the other and leave the 7510's on the working server? Though I haven't tried it, supposedly 4.0 (and maybe earlier) pretty much lets you drag&drop users from one server to the other if they are on the same database.

The 7510's are running 4.0 right? Latest carrier release? (whether nextel or telus)
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