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Old 05-19-2005, 01:27 PM   #1 (permalink)
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Question Users able to send, not receive on devices?

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Hi, this is my first post, this looks like a great forum. One of my longstanding issues has been almost daily I get calls that people are able to send Email but not receive on various devices & versions, both 3.7 and 4.0 on a 2.2 SP5 BES (Domino).

I have tried re-generating keys, re-installing service books, calling T-Mobile to clear the tower status, etc. to no avail. The only option seems to be removing their account from 2.2 BES and re-adding. Anybody know what is causing this and if there is a quicker way to fix it, as some users are not near their PC and cannot generate keys or re-sync to get a new key if I recreate the account?

Thanks for any info you may be able to provide!

Mark Howard
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Kirkland & Ellis
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Old 05-19-2005, 01:53 PM   #2 (permalink)
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try some simple process of elimination....
1.Can the devices in question receive peer-to-peer messages...i.e. Pin-to-Pin
2.Are email messages being filtered?
3.Are messages deing delivered to a folder other than the Inbox?
4. Is "Don't forward messages to Handheld" selected on some of these devices?
5. Send a test message to one of these users....and simultaenously observe the domino server console for errors associated with traffic.
6. Since you are using BES2.2....check the BES specific mailboxes. I believe it's the outgoing mailbox for pending messages for the BB users who can't receive messages.
8.The profiles db in the BES folder was prone to corruption. Try running an updall, fixup,and compact
Let me know how it goes.....
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Old 05-19-2005, 02:39 PM   #3 (permalink)
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They can do PIN to PIN, so it doesn't seem to be a radio issue... messages are not being filtered, but they are simply queuing up because the BES already has 5 messages out on the wireless network and won't send any more until the device sends back a response.

It may be corruption in the outgoing queue, however it is easier for me to just recreate the account than try running utilities against that db. I will try your suggestion about fixup/updall/compact against the profiles db next time to see if that does anything. Thanks!
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Old 05-19-2005, 03:57 PM   #4 (permalink)
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I remembered there was an issue with the Profiles db in the earlier version. Was your BES an upgrade from 2.0 or is it a new install at 2.2?
The reason I asked..is that the Profiles db need to have it's template design refreshed with a new one. The old template that was used caused outgoing queue to grow to 1500-2500 pending messages. Maybe the problem was addressed in the 2.2 SP5, I can't say since we're using a new install of 4.0 and not an upgrade. But if you are getting large pending counts, that could be source of the problem. Also, have you left the default polling interval at 20secs?
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Old 05-19-2005, 11:45 PM   #5 (permalink)
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Just curious, when you have this problem, are you switching existing people to a different BlackBerry? We've seen issues where we actually had to click the "purge pending messages" for the users to start receiving stuff again.
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Old 05-20-2005, 03:23 AM   #6 (permalink)
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One other item...regenerating the security keys too often in BES2.2 causes a disconnect with the BES server. What this means is that interval between the first key generation and the last key generation, the BES server has failed to recognize the device. The device is however still "recognized" on the wireless network, but the BES server will not forward messages to it, because the "handshake" process between the device and the server has not been acknowledged. I such a situation, your best bet is to remove the user(s) from the BES, delete the StateDB, purge all pending messages for the user and re-add the user.
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Old 05-20-2005, 01:24 PM   #7 (permalink)
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Thanks for all the info. I did notice yesterday that clearning the pending messages worked for one user, but has not worked for all scenarios.

Our Profiles DB has the 2.2 template, made sure of that way back when when I inherited the BES duties and the 2.0 template was on a 2.2 server. Cleaned that up right away. Still does not fix the issue of our queued messages count growing to 996,521 as of today! Can't wait to hit that million mark! (Compared to 158,721 docs per Notes client) And yes, I recreated the queue a few months back when it was close to a gig, now it is consistently ~240MB.

As for switching from one device to another, that is not the case, these are people who's devices work fine but then just stop. One issue was related to a hung thread yesterday as well, another I believe was simply an anxious attorney who just arrived in Vegas and was p.o.'d he was not getting his messages. By the time I got him on the phone, they started coming through.

Seems like this issue has multiple causation, and also could be due to transient issues with the wireless network. Makes it fun for us admins to try and troubleshoot!
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Old 05-20-2005, 01:58 PM   #8 (permalink)
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Unfortunately you are stuck with the BES2.2 until the APB issue is resolved. There isn't much you can do about the wireless network (out of your control). However you can "visit" the outgoing queue more frequently to try "forcing" the pending messages. If the user is out of coverage...then you are out of luck. Can't delete them...because they may be important (unless you looking for another job. ).
Is that right.....996,521 queued messages!!!! That's a major problem. I was getting on average 2500-3500 pending, and I thought that was madness. Wouldn't want to be you buddy....
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