[m0bilitee]

Hi, I've got a user with a new 9700 and I haven't been able to put my hands on it--he's out of the office and all of a sudden he's not getting anything in his inbox. It stopped getting stuff as of 10:01 this morning. He can send, and adjustments to his calendar work fine.

He's working against a BES 5.x server (I'm the admin for this), and I see his device is connected, receiving and stuff has been delivered.

At this point I'm guessing he's got some sort of filter view turned on--this was a transition from a curve so the touch pad versus the old roller-ball has been a bit of a change and I think he's accidentally clicking.

Any ideas? I don't have another device to experiment with. All my other users on 9700's are having no issues, it smells like "filter all email" or something like that turned on but without seeing the device I'm kinda stuck. This user is back at the home office in 3 days.

Thanks in advance,

m0b

[Dubdub]

Moved to a more appropriate section.

Has the user tried a battery pull and/or resent service books?

Have you deleted and reactivated him/her on the BES?

[RJeffDay]

You also might try downloading the simulator for that particular model. You can 'see' exactly what he's seeing when you get him on the phone... I know this has come in quite handy for me in the past.

[m0bilitee]

Thanks. We did the battery pull and resent service books and that didn't do it. It was extremely strange as the BES server was half-in-contact with the device--the user could send and the BES server claimed it was delivering mail, but it was never hitting the device. BES logs looked like everything went out but the status of the device in BES was stale--it said the device was 57% battery and had 12 days of uptime, but battery was at 100% and we had just pulled the battery so that didn't do it.

Solution was to give the account a new name and reconnected to the BES server (reactivate it). I didn't delete the account, just had the user go through the wizard to connect and after that it was good.

Unfortunately this doesn't explain why any of this happened, so I'm surely cursed to have this happen again.

[jsconyers]

I am thinking that Mailbox in folder redirection was unchecked.

Messages > Options > Email Options > Menu Key > Folder Redirection. If the Mailbox is unchecked, nothing will be delivered to the mailbox.

Either that, or the Firewall was set to block enterprise messages.

Options > Security Options > Firewall.

[m0bilitee]

Originally Posted by jsconyers

I am thinking that Mailbox in folder redirection was unchecked.

Messages > Options > Email Options > Menu Key > Folder Redirection. If the Mailbox is unchecked, nothing will be delivered to the mailbox.

Either that, or the Firewall was set to block enterprise messages.

Options > Security Options > Firewall.

It appeared that things were hitting the calendar so I'm guessing the firewall probably wasn't the issue.

Would re-activating the device cause the Folder Redirection to turn back on? That's how we fixed it.