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Old 10-19-2006, 12:22 AM   #1 (permalink)
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Default Can't reply or forward, but sending is fine

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I'm supposed to be looking after a BES server and the blackberry's that go with it, but I'm a complete newbie to the game. I've searched the forum and tried a few suggestions I found, but no good so far. I'm using BES 4 for Lotus Domino.

I had to move a person from one 7730 to another because the space bar button didn't work anymore. I had a spare handheld in a drawer so I moved over his sim card, wiped the new handheld, reset his activation password on the server and did the Enterprise Activation thing. He wasn't getting any email although he could send, so I removed him from the server, waited a bit, readded him and did all of these steps over again, and then sent him a new service book.

I thought everything was fine (sending and receiving) but he brought it back to me today because:

He can receive email fine and send email if it is a newly composed message, but reply and forward fail, with the Message Status = Unable to find specified service.

I've resent him the service book, and I've reactivated an encryption key on his desktop manager. I'm at an absolute loss as to what to try next.

And he says he wishes he'd just stayed with the broken space bar button.

I wonder if the service book was every received, because the pop up message on the server said Service book had been queued to be sent, but I never found an entry in the log to confirm it was sent - should I have?

What should I be trying?

Many thanks for any help

Kirsty
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Old 10-19-2006, 11:21 AM   #2 (permalink)
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Connect his BlackBerry to Desktop Manager. In Desktop Manager, double click on Backup & Restore, click on Advanced, from the right hand side, select Service Book, click on Clear and then OK.

Now send the service books from the BES and also do a Register Now.
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Old 10-19-2006, 11:57 PM   #3 (permalink)
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That has worked a treat for my user - he can now reply and forward, and his space bar button still works, which is a bonus.

Thank you so much for your help. Have a great weekend.

Kirsty
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