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Old 12-03-2008, 07:32 PM   #1
DarnellX
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Default Spontaneous Enterprise Activation: Urban Legend?

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I have a user whose Blackberry (8310) seems to have farted and lost 90% of his emails. He's still able to send and receive, though. This apparently happened a while ago, and our old BES admin just deleted and recreated his BES account, which sucked in the last two weeks of emails and got him up and running again. Of course this isn't a perfect solution as the user is a VP and probably wants more than 15 days, but you do what you can...

At first I thought this could be a BES database corruption, as happened to our CEO a while back, but then I looked under enterprise activation, and it says the last activation was done... two days ago! So it looks like the phone tried to spontaneosly activate, figured all the emails it already had were already replicated and chucked them from the BES, and then failed, leaving it only with random useless emails.

Right now I'm just reactivating with a renewed BES account like what was done before. In any case it's time for a new device: slipping roller and a missing usb PIN that makes it impossible to backup or upgrade the OS, so I'm not super concerned. But does anyone have thoughts on what would cause a device to do what (I think) it did?

Thanks all!
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Old 12-03-2008, 07:35 PM   #2
jsconyers
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Sounds like the device was too low on memory. When A device gets low on memory it will begin to delete email/SMS messages and call logs.
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Old 12-03-2008, 07:48 PM   #3
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Quote:
Originally Posted by DarnellX View Post
I have a user whose Blackberry (8310) seems to have farted and lost 90% of his emails. He's still able to send and receive, though. This apparently happened a while ago, and our old BES admin just deleted and recreated his BES account, which sucked in the last two weeks of emails and got him up and running again. Of course this isn't a perfect solution as the user is a VP and probably wants more than 15 days, but you do what you can...

At first I thought this could be a BES database corruption, as happened to our CEO a while back, but then I looked under enterprise activation, and it says the last activation was done... two days ago! So it looks like the phone tried to spontaneosly activate, figured all the emails it already had were already replicated and chucked them from the BES, and then failed, leaving it only with random useless emails.

Right now I'm just reactivating with a renewed BES account like what was done before. In any case it's time for a new device: slipping roller and a missing usb PIN that makes it impossible to backup or upgrade the OS, so I'm not super concerned. But does anyone have thoughts on what would cause a device to do what (I think) it did?

Thanks all!
I agree with the memory issue. Also, I have seen soft EA's that run on devices and do not know what causes them. I have seen exactly what you have and notice this on only some of our users. The date stamp on the EA does not jive with when we setup the device. You can do a soft EA by deleting Desktop Sync and the un-deleting this but our users would not even know how about this nor would I suspect they would try.

As you know, you can only get the max two weeks or x amount of messages so it can be a bite esp. with the upper Execs who depend upon email for 100% of what they do and want the history. Make sure he is not using the camera on the 8310 without a memory card as this will impact the device and render it without any memory if they load up the phone memory with pics...
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Old 12-04-2008, 12:15 PM   #4
DarnellX
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Well after I deleted and re-created the BES account and then did an EA on the device, it's still being strange. It came in with no emails between 2:30 pm yesterday (roughtly an hour before I did the EA) and 10am the day before. The strange thing is the Blackberry activation message that's in there from last december. I'm not certain if this is the original activation from way back when that's stuck in there or if it's the new one from yesterday that was time stamped wrong.

I've ordered him a new Bold and right now I'm going to try and synch him on a new curve in the meantime. I'm deleting his account on the BES and remaking it and then I'll do an EA. I think something weird was going on with the old device that made the BES think that the missing emails were there already and didn't need to be synched...

And I don't think it's memory as he had 8 megs left. I'll find out soon enough if it is a database corruption or not.
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Old 12-04-2008, 12:45 PM   #5
DarthBBerry
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I've had devices spontaneously EA as well. It usually happens if the original EA finished too quickly or states it finished but really didn't. The service books are sent out randomly and forces the EA to start again.

Resolution: remove from BES, wipe the device and start again. 2nd time is the champ!
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