We recently went through a device refresh here. My client, whose not all that keen on taking the time to test, rushed these devices to the users and now we've got some problems.
Here's the issue:
About 60 users with older 8000 series BB's with AT&T were switched up with new Verizon 9550 and 9630's on BES. In most cases, activation was clean and without problems. Now fast forward two weeks. A single user stops receiving email on his 9550. He can still send, but no new emails come in. A few days later, another user has the same problem on his 9630. Then 5 other people report the same problem on their 9630's. However, the other 50+ users have been working flawlessly.
To resolve the issue I've tried the following.
- Pull the battery; restart
- Resent the service books
- Send a blank IT Policy to remove our custom IT policy
- Soft re-activation (enterprise activation --> ALT + CNFG --> wireless Off then wait 30 seconds and turn it back on)
- checked\updated phone OS
- checked\updated device.xml file 9000 series support
- Wipe the device, remove the BES account, and re-activate
The last of my troubleshooting steps seemed to resolve the issue so I just chalked it up to a bad activation. Then it happened again to the same users two weeks later.
Yesterday, I had an exec who wanted to try and troubleshoot the issue instead of wiping. We went through all the steps above (with the exception of a wipe), and once it was re-activated, I sent him a test message... It never came through to his device, but his Outlook client picked it up. At the same time that I sent him the message the following event was generated in the BES MAGT log file:
Quote:
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[40175] (05/27 00:02:36.930):{0x57E4} {user.name@mycompany.com} MAPIMailbox::GetNewMessages found 0 message(s) in Inbox
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It would seem that he's working, but for some reason the MAPIMailbox polling is not picking up the new email messages in his Exchange account.
No errors in any of the other BES logs or Windows log files.
We are an Exchange 2003 SP2 Shop running BES 4.1.6.16 with about 184 active BES users.
After a quick search, I See that there have been some other topics regarding this issue, but I haven't seen any solutions. If this is redundant, I apologize. Your help is greatly appreciated.
Issues with BES and the 9550 and 9630: stop recieving emails
