[jakebesadmin]

We have BES 5.0.3 MR2 and I have one client that keeps opening tickets saying she is not getting her emails. I looked at her account and noticed redirection was disabled so I enabled it and she was good... so I thought. Then she opens another ticket a couple weeks later and same thing, redirection is off. This has happened about 5 times with about 2 weeks in between.

I thought it might be a bug with BES 4.1.7 but after our migration to BES 5 she is still having the issue. I made sure she did not have Blackberry Desktop manager installed, and showed her how to disable redirection from her end and asked if she had ever done it before, and she said no. This is with one out of about 3500 users so I don't know what's up.

Has anyone seen anything like this before?

CLient specs:
Bold - 9650
OS - 6.0.0.431
Carrier - VZW
Policy - same as everyone else.

[knottyrope]

It has been an issue with BES 5, you might need a higher MR level and MR 6 is out now.

[jakebesadmin]

We are planning on going to MR6 very soon to fix another issue where users can't get to internal sites without restarting the MDS service periodically.

She was having this issue on BES 4.1.7 as well, and I thought that BES 5 anything would fix it. We should be going to MR6 in a couple weeks after testing is complete and hopefully that fixes the issue. Just wish I could figure out what is triggering the change.

[knottyrope]

do you have any OTAFM in magt\mdat log with the user?

[jakebesadmin]

Yes...



[40000] (01/06 00:13:52.040):{0x18BC} [BIPP] Send data, Tag=1399142
[40000] (01/06 00:13:52.040):{0x18BC} [BIPP] Send status DATA_ACCEPTED, Tag=1920785
[40253] (01/06 00:13:52.243):{0x2D48} {userA@example.com} Redirection has been disabled
[40442] (01/06 00:13:52.243):{0x2D48} User settings: email=userA@example.com, routing=S20602757, service= BESServername, device=PIN, calendar=1, MDS=1, userOTAFM=63, incradle=0, SMIME=0, sentItems=1, dir=X, server=Exchangeservername (session : 0x037a6830), pending=0
[40367] (01/06 00:13:52.243):{0x2D48} {userA@example.com} User Stats - Msgs: Latency 4s, Sent/Min 0, Received/Min 0
[40000] (01/06 00:13:52.665):{0x1A34} [BIPP] Received status DELIVERED, Tag=1399142
[40000] (01/06 00:13:52.712):{0x1A34} [BIPP] Received datagram, Tag=1920786

[jakebesadmin]

also got a bunch of these logs in a row for that same user.

[40719] (01/06 00:18:16.620):{0x2BA4} {userA@example.com} GetFolderIDFromList No folder ID in list for EntryID
[40599] (01/06 00:18:16.620):{0x2BA4} { } GetNewMovedMessages - Could not find folder entry id in folder list for RefId=-32743929
[40538] (01/06 00:18:16.635):{0x2BA4} { } FindAndQueueAllMovedMessages - Pending OTAFM DELETE_MESSAGE command already detected, updating to DELETE_MESSAGE command, RefId=-940196447

[freakinvibe]

Have a look at this KB article:

KB18549-Inbox folder redirection is randomly disabled for BlackBerry smartphone users

[jakebesadmin]

Thanks for the KB, but I don't think this is the same issue. It is close, but we are not getting those same events in the application logs, and also says to fix the issue upgrade to BES 5.0.1 or BES 5.0.2 and we are on BES 5.0.3

[freakinvibe]

Sorry, I didn't look at the details and missed that you were already on the required SP level.

In your case, is the redirection disabled just for the Inbox (and the Sent Items are still redirected) or is the redirection completely disabled?

Are the other users on the same device OS version? The one she is using (6.0.0.431) is quite old. You should probably update to the latest supported version by Verizon.

[jakebesadmin]

Redirection is completely disabled.

We have about 50 users with that OS and no issue. Most people upgrade there phones once a year, or every two years at the latest, so we don't normally do OS upgrades unless we see that it is the issue.

I'll call RIM the next time it happens and waste 4 hours of my life while they tell me it's a known issue and can only be fixed when they decide to fix it with a later update, and the only work around is to enable redirection every time for that user.

Maybe MR6 will fix it, or RIM will give me an answer, and I'll post it here in any case in the event someone comes along with the same issue as me.