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Old 09-03-2007, 03:39 AM   #1 (permalink)
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Default Intermittent issue - China Mobile user

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I hope somebody is able to shed some light on this.
A China user who’s been on the China Mobile service for months got this intermittent issue on his 8700G.
It’s happened about a month apart from the last occurrence.
We are on BES for Lotus Domino which is located in the US. Mail server is in China.
User informed on Sat. evening that he had stopped receiving email since morning about 10am.
Sending and/or replying email, gets the message status: “Failed to contact service.”
Other China Mobile users did not get this problem.

1. Got him to check with provider but provider said no change in the Enterprise plan.
2. I was still able to PIN with user.
3. I was able to send and receive mail.
4. Regenerating encryption keys got him a message saying Unable to regenerate while EA is running… I got him to cancel that. Retry EA with a new password. EA failed.
5. Service books - I wasn’t sure if deleting and undeleting them would help. (Will it work if we are not able to communicate with BES?)
6. Did not wipe handheld.
7. Did a hard reset and re-sit the SIM card – status remains the same. Device was still on GPRS.
8. A check on BES by IT Support show no pending messages and device is Active.
9. Sending him a test mail did not get any bounced response. Mail server is up.

Finally, I told him wait till Sunday morning.
Sunday morning I send him a test mail and he replies that he is able to receive my mail.
He did not receive any of the prior mail.
We did not remove or add his account back on BES. Service just resumed as normal. Now where did all the mail go to? Where did the service stop?

The only time we had such a problem was when other users’ mailfiles were cleared of 1GB worth of mail.
This put the bb device out of service for about a day. But this user did not do any ‘housekeeping’ on his mailfile prior to this. So we’re stumped as to what could have caused it.

Any ideas, anyone?

Just another IT guy.
Old 09-14-2007, 10:08 PM   #2 (permalink)
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I would look through the log files both your mail server files and also the bes logs. Use the BRK to see messageflow, outofcoverage, and other stats on this user during the times ... see what happened to those messages. If they weren't delivered the BES should say that they're not delivered.

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