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Old 04-30-2007, 04:42 AM   #1 (permalink)
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Question e-mail delivery delay to devices

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Hello,

I have the latest BESxpress running with Exchange 2003. Both machines are sat next to each other in our data centre, ping times between the two are always less than 10ms. Each machine is using less than 15% of available resources. The BES infact less than 5%.

Sending an email from the 1 handheld (Pearl) is perfect. Email is sent instantly. However, email sent to the handheld experiences delivery delay of up to 10 minutes. During this time if an email is sent from the handheld then any pending msgs are instantly delivered to the device.

This has me stumped, I've been through the RIM help to no avail.

Any ideas?
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Old 04-30-2007, 05:06 AM   #2 (permalink)
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From the logs I can see that it only takes 2 seconds from the BES seeing the mail to delivering it:

[40423] (04/30 10:02:40.916):{0x87C} {test@****.co.uk} Queuing new mail through notification (external, busy). EntryId=1346
[40724] (04/30 10:02:40.916):{0x1358} {test@****.co.uk} Get record key for this MAPI object, EntryId=1346
[40435] (04/30 10:02:40.916):{0x1358} {test@****.co.uk} Queuing new mail through notification. EntryId=1346. Msgs Pending 0
[30085] (04/30 10:02:40.932):{0x1358} {test@****.co.uk} New mail has arrived, EntryId=1346
[40287] (04/30 10:02:40.995):{0x1358} {test@****.co.uk} Queuing message, RefId=-194469758, EntryId=1346, Posted=04/30 10:00:16, Delivered=04/30 10:01:38
[30066] (04/30 10:02:40.995):{0x1358} Total Msgs Pending 1
[30081] (04/30 10:02:41.088):{0x1358} {test@****.co.uk} Sending message to device, size=1204, EntryId=1346, RefId=-194469758, TransactionId=-969978248, Tag=106
[40279] (04/30 10:02:41.088):{0x1358} {test@****.co.uk} SubmitToRelaySendQ, Tag=106
[40000] (04/30 10:02:41.088):{0xA18} [BIPP] Send data, Tag=106
[40000] (04/30 10:02:43.432):{0x173C} [BIPP] Received status DELIVERED, Tag=106
[30097] (04/30 10:02:43.432):{0x1358} {test@****.co.uk} Message has been delivered to device, Tag=106, EntryId=1346
[30066] (04/30 10:02:43.448):{0x1358} Total Msgs Pending 0

Note **** has replaced our domain for security reasons.
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Old 04-30-2007, 09:00 PM   #3 (permalink)
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What's the polling interval set at? Is it the default 20secs?
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Old 05-01-2007, 07:10 PM   #4 (permalink)
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We had very similar symptoms for quite some time, however our delay was exactly 15 minutes. We use 2 different carriers, and saw this problem only on devices from one of them. I had a core goup of about 10 users that always experienced the issue and up to 10 others that would fall in and out of the condition.

I worked with enginerrs from both the carrier and RIM for nearly 3 months, and could get no explaination or solution from either.

We finally resolved the issue by moving all of the affected users to another service carrier. I suspect the original carrier had oversold bandwidth and was somehow throttling the connections...
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Old 05-05-2007, 08:37 AM   #5 (permalink)
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Where on BES 4 do I change the polling interval? i've found the attachment service polling interval in the server setup........ but thats not it?
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Old 05-19-2007, 10:33 AM   #6 (permalink)
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I'm running into the same exact thing as you paul. I'll have to see what my polling is set to.

I'm using Cingular/Pearl and was using it with a hosted BES that worked fine. Now I'm using it with an in-house new Dell 1950 Windows 2003 server, Xeon 5050, 2GB RAM. BES Express is the only thing loaded and I'm the only user on it. Connecting to SBS2003 server.

Same exact thing as you... stuff sent from handheld is instant. It's just delivery of emails. Delays vary from 2 min to up to 10 min.
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Old 05-21-2007, 05:38 AM   #7 (permalink)
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Have you guys tried restarting your SQL/MSDE database? The restart would refresh the database; see if this helps.
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Old 05-21-2007, 08:47 AM   #8 (permalink)
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Quote:
Originally Posted by wusmani View Post
Have you guys tried restarting your SQL/MSDE database? The restart would refresh the database; see if this helps.
wouldn't this affect current performance. the BES would have to scan the boxes again, causing even a larger delay... right?
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Old 05-21-2007, 03:05 PM   #9 (permalink)
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Could it be a service pack issue? I'm on 4.1.3.18

Do I need to install SP3 you think?
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Old 05-21-2007, 05:54 PM   #10 (permalink)
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you are on sp3 already
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Old 05-21-2007, 06:05 PM   #11 (permalink)
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Thanks ladydi
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Old 05-21-2007, 07:03 PM   #12 (permalink)
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I did a search through the KB's and the only thing I could come up with that looked like it might pertain to your situation is a DNS issue. You can get delays on receiving e-mail to the device if the BES doesn't have the correct name for the global catalog server. If you think this might be the issue, it was KB03304.
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Old 05-21-2007, 09:40 PM   #13 (permalink)
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Thanks ladydi. This could be it. Today I noticed that when I try and ping the BB server from any PC, the request times out. But, I can ping from the BB server to other IPs on the network. I can also remote into the BB server from my destktop. I can tracert the server name and it does resolve the IP but then times out. It could be a setting on the server too. Do you think that might have something to do with message delays?
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Old 05-24-2007, 05:48 PM   #14 (permalink)
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I am seeing the same thing. It started almost 3 weeks ago. I run a probe every 10 minutes to see response time to/from a blackberry device. In one 10 minute segment, I get between a 5 and 10 minute delay, on the other 10 minute cycle I get 3 - 8 seconds. It repeats like this all day. It appears to be doing a rescan every 20 minutes on everyone. On the short response time interval, I can send a <confirm> to any device and get a response immediately. During the long response time frame, I can send a <confirm> and not see the response for upwards of 10 minutes. RIM thinks the Microsoft patch 902400 is to blame, but we have had this patch since October. We have run sniffers on our network between the BES server and the Exchange boxes and nothing substantial stands out. The traffic looks the same during the delay timeframe and the immediate response timeframe. I am wondering just how many companies out there are actually getting these same issues and if they occured around the same time as ours. Also, has anyone applied any patches on their Exchange or Windows server environments prior to this problem occuring? We applied the MS07-026 patch the weekend before this started, though I can't see anything that changed in it that could affect us this way.

If anyone finds an answer to this, I would appreciate it if they passed it on. I am out of ideas for what to try to fix it and RIM seems to be stumped as well.
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Old 05-25-2007, 03:06 PM   #15 (permalink)
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Check out this thread....

BES Router Latency?

Having the same delivery problems, and after reading this thread, I did a quick test and poll of a 130 users on my BES - the only people that experienced the delay are on Cingular. We have a mixture of Cingular, Verizon, T-Mobile, Sprint/Nextel - and ONLY Cingular customers are affected.

Spydertech
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Old 05-30-2007, 02:23 PM   #16 (permalink)
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Our firm carrier is Verizon and I, along with a few others are experiencing 20 minute to 1 hour delays. I can send an email from one of the Blackberrys and get it in my inbox in Outlook 2003 within a minute, but the delays from Outlook to the BBs are as stated above.
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