BlackBerry Forums Support Community               

Closed Thread
 
LinkBack Thread Tools
Old 06-01-2005, 08:55 AM   #1 (permalink)
Thumbs Must Hurt
 
Join Date: Mar 2005
Model: Storm
Carrier: Verizon
Posts: 80
Post Thanks: 1
Thanked 0 Times in 0 Posts
Default What logs to check?

Please Login to Remove!

Yesterday 3 users (out of over 700) were not receiving mail for over an hour. They had full coverage, units were rebooted several times, etc. But new messages would just sit pending in the queue. They could send messages successfully from the units though. They could not perform Lookups or certificate searches either. I could not re-send their policy or service book either because they would not reach the BB during this time frame.

There were no hung threads in my controller log and I didn't notice anything else in other logs. I did eventually stop and start the dispatcher and router service. Their pending messages reached their units, but I'm not certain if that fixed the problem or if it was coincidence.

What logs should I be checking to see what the problem was? Any ideas as to what would cause that problem? Other users on their Exchange server were working fine during that time also. I was right next to those people and my Blackberry worked fine and I could perform lookups and cert searches.

Thanks.
Offline  
Old 06-01-2005, 10:04 AM   #2 (permalink)
dev
CrackBerry Addict
 
dev's Avatar
 
Join Date: Apr 2005
Location: Toronto
Model: 8800
Carrier: Rogers
Posts: 571
Post Thanks: 0
Thanked 2 Times in 2 Posts
Default

Several factors could affect the receipt of messages to some units. The fact that they could send means that the device is recognized on the wireless network. Not being able to do lookups/certificate searches means that the initial challenge response sent to the device was not acknowledged, hence the reason for pending messages. A look at the MAGT (messaging agent) and Synchronization logs may show some non-response items for affected users. The non-acknowledgement may be attributed to loss of connectivity by the device to wireless the network. The BES server however, maintains a constant, direct TCP/IP connection to the wireless network.
By restarting the dispatcher and router service, the BES server sends a fresh (refreshes) challenge response to the BES Infrastructure (NOC). This causes the refreshing of the challenge responses for each "active" device. Hence a flushing of pending messages for affected users.
Offline  
Closed Thread


Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

vB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On





Copyright 2004-2014 BlackBerryForums.com.
The names RIM and BlackBerry are registered Trademarks of BlackBerry Inc.