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Old 01-23-2008, 09:54 PM   #1 (permalink)
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Default Calendar appoinment not updated, but deleted.

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I am troubleshooting a user's Blackberry 8300 Curve (T-Mobile). His calendar seems to sync OK most of the time, but he saw a couple updated appointments deleted, rather than updated on his Blackberry. Any idea what could cause this? He would rather find out why it happened, vs just re-activating his device.

In a nutshell, he updated a calendar appointment in Outlook, and then the updated appointment on the blackberry just disappeared. (Normally it would update the appointment, not delete it all-together).

thanks for any help regarding this issue.

Last edited by dtog : 01-23-2008 at 10:03 PM.
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Old 01-23-2008, 09:56 PM   #2 (permalink)
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Is this user on BES? Is it a reoccurring appointment?
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Old 01-23-2008, 10:01 PM   #3 (permalink)
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He is on a BES, so far, a one-time appointment, not reoccurring.
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Old 01-23-2008, 10:12 PM   #4 (permalink)
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Is he updating it correctly in Outlook? Sending the item instead of just choosing Save & Close?
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Old 01-23-2008, 10:20 PM   #5 (permalink)
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He sent the item, not just saved it. Oh, he is the meeting organizer. The attendees DID get the updated meeting, and his Outlook got it, but his blackberry did not update itself and just deleted it from his calendar.
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Old 01-23-2008, 10:25 PM   #6 (permalink)
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Okay - no other users are encountering problems like this? I know there are quite a few calendar synching problems with the BES and Outlook as well. When items are updated I've seen where they will not synch up properly.

Something changes, BlackBerry does not know what to do with the item and removes it. If he cancels it and attempts to create it again it will probably go through without problems. Only issue is will the user want to delete a meeting and recreate it?
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Old 01-23-2008, 10:31 PM   #7 (permalink)
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Only issue is HIS blackberry removed it, vs just updating it. He is a high level manager here, so am hoping I can figure out what happen. Being he is the one that created the meeting to begin with, he is concerned why it would not be updated on his blackberry (and just be gone). He had not seen this issue til he got the 8300 Curve recently. Hope there is a fix to prevent it from happening again. thanks
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Old 01-23-2008, 10:41 PM   #8 (permalink)
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Yeah, sorry I couldn't be of more assistance. Another thing, I wouldn't quite rule out the possibility of user error as well. I know I see that enough times during a day to never rule it out though.
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Old 01-24-2008, 10:12 AM   #9 (permalink)
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p.s. Just found out that we have a problem ticket open with RIM regarding this issue. Will let you know if we find out anything from it.
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Old 01-24-2008, 11:16 AM   #10 (permalink)
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You may have it setup on the device and the BES for Handheld Wins. If he synched the device and Accepted any changes made, the device probably had the appointment erased because of those settings. We have a multitude of users that request those types of settings, but we warn them every time... some never figure it out.
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Old 01-24-2008, 01:20 PM   #11 (permalink)
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Quote:
Originally Posted by paulbblc View Post
p.s. Just found out that we have a problem ticket open with RIM regarding this issue. Will let you know if we find out anything from it.
Oh YEA? Please let me know if you find out anything.

Thanks
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Old 01-24-2008, 01:48 PM   #12 (permalink)
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Quote:
Originally Posted by BlackShyft02 View Post
You may have it setup on the device and the BES for Handheld Wins. If he synched the device and Accepted any changes made, the device probably had the appointment erased because of those settings. We have a multitude of users that request those types of settings, but we warn them every time... some never figure it out.
He wrote back and said:

"Upon updating the appointment in outlook it disappeared from the BB, it was later the next day that I tried synching to overcome the issue"

"Additionally, the device/DM is configured for mailbox wins"

Frustrating little "bug", for sure.
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Old 01-24-2008, 01:53 PM   #13 (permalink)
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Steps we are taking at the moment -from our problem ticket:

1. RIM continues to analyze the information we have gathered from the users experiencing the problem and event/RIM logs uploaded by the ECC. So far, they have not identified root cause.
2. They also continue to recommend we immediately re-engage support along with the user, ECC, Exec Desktop Support, and Engineering to try and better troubleshoot the issue. The ECC will be requested to send the server application event and BlackBerry logs to RIM for their analysis and hopefully identification of the root cause. They provided a calendar-specific document with a number of questions we can gather from the user to help them narrow down the focus and better troubleshoot the issue. They also provided a best practice for calendaring document which they recommend all BlackBerry users utilize.
3. Their latest upgrade (MR4) was released this past week. MR3 was released in November, but it only contained 1 calendar-synch issue that was unrelated to any problem were experiencing. XXXXXXXX and RIM both agreed to wait for MR4 to be released. MR4 contains 1 calendar-specific fix. We will run MR4 through our lab to QA-certify and ensure we have it ready for deployment to all PROD BESxxx8217;s and their respective DR partners after the freeze.

Last edited by paulbblc : 01-24-2008 at 01:54 PM.
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Old 01-24-2008, 07:38 PM   #14 (permalink)
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paulbblc: I am not familier with these "MR" packages. Is it safe to assume these are on the BES? I don't admin the BES here, so not really well informed on the update packages for it. I do end-user support, including PC, MAC, Linux, and of course, Blackberry devices.
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Old 01-24-2008, 09:59 PM   #15 (permalink)
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I'm in the same boat as you - couldn't tell you what the MR packages consist of.

I as well just do basic support for BlackBerry, Outlook and Lotus Notes.

I'll see if I can find out and post my results if I can.
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Old 01-27-2008, 08:27 PM   #16 (permalink)
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Default Calender issues...

This is not a bug. It is easily reproduced in our environment. Have done everything RIM said to do, including MR3 and all Outlook patches. This and some other strange issues with calendars when you mix a delegate in are something I am waiting on a fix for myself. This is way to easy to reproduce for them not to know of the bugs. They even state an issue in the known bug list on MR4 that sounds like what you are seeing. No fix yet obviously, but at least they know what it is.

From my experience, all was well with calendaring until MS released Outlook 2003 SP2 and then things went to pot. Gut feeling says they are still working the bugs out from that...

Best thing if the exec has a delegate managing their calendar. Make sure all appointments go to the delegate only and not to both the delegate and the exec. Fixes a majority of the bugs seen. Of course I can not convince RIM to allow BES admins to turn off automatic processing of meetings as tentative, but that is another issue altogether...
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Old 01-28-2008, 09:09 PM   #17 (permalink)
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Hmmm, interesting, I'll let him know.

thanks
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Old 01-29-2008, 05:51 PM   #18 (permalink)
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Check the security rights on the BES account added in the AD and Mailbox security properties of the User's account. I had the same issue on one blackberry and I almost gave up. I tried everything to no avail. Modified the rights to grant more security rights and presto. Everything starts to work properly.
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