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Old 11-29-2008, 12:09 PM   #1 (permalink)
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Default BB users not getting mail on work computers

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I was hoping someone here has seen this problem.
I'm I.T. at work and we have Domino Admin 8.0.1 for email using pop. No BES.
All BB users are having this problem and with all carriers:
When they are at home they get their mail on their BB, when they get to work it does not get pulled down to their Outlook on their work computers. In Outlook it is set to leave a copy on the server.
If I look at their mailbox on the server the emails are sitting right there in their Inbox it is just not sending them to their work computers.
I have been on the phone with each service provider and RIM who of course say there is no way the BB is marking it or pulling it off the server. I have now been on the phone with IBM and have looked at and tried several things, like restarting the IMAP service. I sent them the console log but so far no luck.
I tend to agree that it is a issue with our server but what?
Any help would be appreciated.
Thanks,
Will
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Old 11-29-2008, 12:50 PM   #2 (permalink)
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Let me get this straight...

~ Corporate BlackBerry Devices, but no BES.
~ Domino Server, but no Lotus Notes client.
~ Outlook client on the desktop using POP to pull messages from Domino.
~ One of your troubleshooting steps is to restart IMAP, which isn't even being used by anything in your environment.

This is the most convoluted setup I've seen in a long time.
I think the problem does reside with your Domino setup. It's been a while since I've used Domino, but I do remember something about setting the mail databases to not maintain unread marks for the messages. (Or maybe you have to maintain unread marks... I forget.)
Either way, the problem is that your POP client (Outlook) isn't finding any new messages to download because your server has already marked the messages as downloaded... likely when BIS grabbed them for BB delivery.

You need to tell your server to not mark the messages as downloaded after they are grabbed by BIS.
 
Old 11-29-2008, 01:20 PM   #3 (permalink)
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Correct
Correct no Lotus Notes
Correct on the Outlook client
Correct on restarting the IMAP service - It was one of IBMs theories that since it hadn't been used the service needed to be restarted. Until everyone began getting BBs not it was not used.
I agree but your saying, "likely when BIS grabbed them for BB delivery." Isn't that exactly what the BB is not supposed to or designed not to do?
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Old 11-29-2008, 01:29 PM   #4 (permalink)
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Quote:
Originally Posted by Flwill View Post
I agree but your saying, "likely when BIS grabbed them for BB delivery." Isn't that exactly what the BB is not supposed to or designed not to do?
The Domino server is marking the messages as having been read.
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Old 11-29-2008, 02:50 PM   #5 (permalink)
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Quote:
Originally Posted by Flwill View Post
I agree but your saying, "likely when BIS grabbed them for BB delivery." Isn't that exactly what the BB is not supposed to or designed not to do?
No. The BIS is supposed to leave messages on the server, which it is doing.
The problem is that your mail server is marking those messages as being delivered already, so your Outlook client isn't seeing them as new anymore.
This is a Domino issue, not a BlackBerry issue.
 
Old 11-29-2008, 05:49 PM   #6 (permalink)
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Ok, I understand.
I thought it was the server I just didn't know how.
This will give me something to work with on Monday.
Thanks to all for the help.

Will
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Old 12-08-2008, 07:32 AM   #7 (permalink)
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I have gotten this resolved.
After spending hours on the phone with IBM they determined it was a command that needed to be added. Once I put that in the problem was corrected. All the users are now getting their mail on both their BB and work computers.
Thanks to all for the help.
Will
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