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Old 06-10-2007, 03:59 PM   #1 (permalink)
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Default Exec lost data need advice

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I've got an exec traveling in Italy and they just reported that all their email and call logs are gone. They are still able to send and recieve email and that is how I am communicating with him. I had him remove and reinsert the battery cuz I suspected the 8800 ran out of memory as several of the BB 8100 tech notes suggest.

He needs his return flight info which was in an email and he added contacts that he needs. I asume removing the batt has freed the memory but how do I get the device to resync all his information from the exchange server.

Its an 8800 with BES 4.1.3.18 on Exchange 2003. When I look at the Exchange server it sill shows 12,000 messages but the BB shows just the few I sent him. The only contact I have with him is through his BB so I have to be carefull not to shut him down without being able to get back on.

Thanks for any help
Jim
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Old 06-10-2007, 04:04 PM   #2 (permalink)
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how about if you delete him off the BEs and re add him? I know it's risky...but you have any other options? when you re add him, it'll register, and then download all emails.
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Old 06-10-2007, 04:23 PM   #3 (permalink)
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^^yes^^.

Did the BB also delete the contacts? If so , that is the first I have heard of that due to a memory problem. It will delete call and message logs, but should NOT delete contacts.
Why is my BlackBerry losing its call logs or message logs? - BlackBerryFAQ

Last edited by JSanders : 06-10-2007 at 04:52 PM.
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Old 06-10-2007, 04:31 PM   #4 (permalink)
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I agree that sounds scary to me. Isn't there a method to have the BES resend all the data without deleting the user? I know when I first set up the server the support folks mentioned that the BES uses a unique sync method that saves bandwidth but does this prevent a full resync feature???

Can't I just signal the device to start over without deleting it?

But lets say your advice is the only way to go. I see alot of messages that talk about wiping and reactivating. I do not see a "Wipe" option. Is wiping required or can I just delete the account on the server , readd it then have the user activate again without doing anything else to the device?

If I remember correctly there is a password required to activate so before I delete him I assume I'll have to send him that password, do I need to provide him anything else first. And I think I need a special number from the phone. Is that the PIN number or serial number I need?

Last, since he is traveling in Italy and is normaly in the US would this prevent the device from activating? The BES server says his active carrier is vodafone IT.

Thanks again for the help.
Jim
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Old 06-10-2007, 04:35 PM   #5 (permalink)
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Quote:
Originally Posted by JSanders View Post
^^yes^^.

Did the BB also delete the contacts? If so , that is the first I have heard of that due to a memory problem. It will delete call and message logs, but should delete contacts.
Why is my 8100 Pearl losing its call logs or message logs? - BlackBerryFAQ

I just checked with him and you are correct. He says his calendar and contacts are still intact. When he said he lost contacts to me he didn't specify that the contact information was in emails.

I read the link you sent and it does match the symptom. Since I had him remove the battery which I believe is described as a Hard reset then that should have freed memory.

The article does not describe how to get the device to resync. How does he get the data back on the device.

Thanks for your help
Jim

Last edited by JimMcGowanInlet : 06-10-2007 at 04:40 PM. Reason: More info
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Old 06-10-2007, 04:39 PM   #6 (permalink)
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I really can't help you much with the BES (re)activation. The memory loss thing can be handled later when he returns to US soil.
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Old 06-10-2007, 04:41 PM   #7 (permalink)
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Just have his assistant forward the message with the information to him again.
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Old 06-10-2007, 04:48 PM   #8 (permalink)
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bes wireless activation is risky...

no, you dont need to wipe the device. doesn't hurt if you do..

there's no vpn option for him?
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Old 06-10-2007, 04:48 PM   #9 (permalink)
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Its a small comany, he has no assistant and its Sunday so no one is in the office. I can work around the critial problem with OWA but I'd really like to get the data back into his BB so he's not email me at 3:00 am for more information.

FYI, for some reason the BB will not open the OWA page. So I'd have to do it for him. Not sure why OWA will not open but the BB is all he has with him.

Last edited by JimMcGowanInlet : 06-10-2007 at 04:54 PM. Reason: more info
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Old 06-11-2007, 05:17 PM   #10 (permalink)
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Hope things are working out in regards to gettting the data back.

As noted earlier the best would be to remove him from the BES and then add him back in. Make sure that you have the 'Message Prepopulation' selections set correctly first (Send Headers Only - False - sends the entire message, Prepopulation by message age - 14 - maximum number of days, and Prepopulation by message count - 750 - maximum number of messages.)

We usually use wireless activation and it works well. Not sure how well it would work overseas. Make sure that his junk mail filter is set to accept the message so that it does not get deleted before the device has time to process it.

Hope that helps...
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Old 06-12-2007, 08:08 AM   #11 (permalink)
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just make sure that you can do the wireless activation. I know that my company has restricted us from getting wireless entreprise activations, can only get it the old fashion way, leashing it to our laptops. Pretty sure that he wouldn't be a happy camper if he needed to leash back up for activation...
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Old 06-13-2007, 09:03 AM   #12 (permalink)
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He has decided to wait till he is back in the US. we are concerned that a Wireless re-activation will not work overseas and then he would loose what little connectivity he has left. He is able to send and recieve emails he's just lost all historical data.

Thanks everyone for your input.
Jim
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