[Z Tuned]

Hi All,

I am running BES 4.1.6 and there is a random issue with Inbox Redirections. I will get a call from users randomly saying that they are no longer receiving e-mails to their handhelds but they can send.

The first think I check is the "Choose Folders for Redirection" option on the BES and sure enough the Inbox selection is unchecked. Once I check the box again and resend the service books, all is well.

Does anyone have any idea why this happens? I've done restarts of the server in the past and that hasn't remedied it.

Thanks,

-Tony

[jameskemp]

Do any of the users have access to Blackberry Desktop by any chance?

If they have they can switch this on/off themselves!

[hdawg]

Do they get an error message when they try to send? Are you seeing errors in the CTRL or ALRT log?

[Z Tuned]

Originally Posted by jameskemp

Do any of the users have access to Blackberry Desktop by any chance?

If they have they can switch this on/off themselves!

I thought of this at first, but I was assured that some of the people who are affected by this problem do not have BDM installed.

Originally Posted by hdawg

Do they get an error message when they try to send? Are you seeing errors in the CTRL or ALRT log?

They can send just fine. I haven't noticed any errors on the BES.

[hdawg]

If the folder redirection is becoming unchecked one of 3 things is occurring:

1) user is doing it
2) admin is doing it
3) bug in software

If you're sure about #1/#2, call up RIM as you've got #3.

[EllisLub]

Originally Posted by jameskemp

Do any of the users have access to Blackberry Desktop by any chance?

If they have they can switch this on/off themselves!

First off, you can adjust redirection right from the device by going to email, options, email settings, click the wheel/ball and go to Folder Redirection...

I'm having the same issue on my 4th user in a couple weeks. I'm going to call RIM to see if they have any suggestions..

[EllisLub]

Here's an explanation, not a resolution to this issue. I am going to work with my coworker to get a daily script to find this entry and alert us until we're upgraded to BES 5.0



Article Start-

Redirection for the inbox folder is turned off after the BlackBerry Enterprise Server receives a PURGE_MESSAGE_LIST command from the BlackBerry smartphone

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Doc ID : KB18549
Last Modified : 07-02-2009
Document Type : Support



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Environment
BlackBerry® Enterprise Server version 4.1 SP6 for Microsoft® Exchange
BlackBerry® Device Software version 4.1 and later
BlackBerry smartphones
SDR353296
SDR354503



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Overview
The BlackBerry smartphone is sending a PURGED_MESSAGE_LIST command and the BlackBerry smartphone user is not enabled for PURGED_MESSAGE_LIST processing. This can be verified by checking the eventlog, BlackBerry Alert Log and the BlackBerry Agent Logs.

After the BlackBerry Enterprise Server receives this command from the BlackBerry smartphone, it attempts to process it but fails. It then processes the next command in the OTAFM batch which as part of the PURGED_MESSAGE_LIST command is a MODIFY_FOLDER command. Since the PURGED_MESSAGE_LIST command failed, the MODIFY_FOLDER command should not be attempted but the BlackBerry Enterprise Server does execute this command. This results in some folders being disabled for redirection.

In the Event Viewer:

Event Source: BlackBerry Messaging Agent BES01 Agent 1
Event Category: None
Event ID: 20394
Date: 5/31/2009
Time: 6:02:43 PM
User: N/A
Computer: BES01
Description:
The description for Event ID ( 20394 ) in Source ( BlackBerry Messaging Agent BES01 Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing.

In the Alert Log:

[30000] (05/31 18:02:43.012):{0x914} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent BES01 Agent 1 (Application Event Log on BES01) | 05/31/2009 18:02:43 (AFFF4FAA) -> {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing

In the Agent Log for the same time frame (the 5 key lines are in bold):
[40000] (05/31 18:02:42.949):{0x145C} [BIPP] Received datagram, Tag=43818
[40700] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving packet from device, size=2561, TransactionId=269933713, Tag=43818, content type=CMIME, cmd=0x3
[40698] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving OTAFM request from device, Tag=43818, TransactionId=269933713
[30219] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received PURGED_MESSAGE_LIST from device, Tag=43818, TransactionId=269933713
[20394] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing
[40864] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received MODIFY_FOLDER from device, Tag=43818, TransactionId=269933713
[40717] (05/31 18:02:43.528):{0x16B0} {test.user@domain.com} SetFolderState - Saved Folder State. FolderID=-4, ParentFolderID=-1, FolderNameHash=14675511, SyncInProgress=false, Redirected=0
[41079] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} PagerImp::SaveChanges: changed items = 32, 34, 35, 83 Size = 20
[30197] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending OTAFM_CONFIG to device, ServerSupport=207, UserConfig=63, Conflict=1
[40583] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending packet to device, Size=46, Tag=102254, TransactionId=-904470219

Note: This log line may vary depending on the BlackBerry Device Software version.



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Cause
The BlackBerry Enterprise Server is receiving an OTAFM batch from the BlackBerry smartphone which contains multiple commands. The BlackBerry Enterprise Server should be ignoring all the commands in this batch, but it does not and the BlackBerry Enterprise Server processes the MODIFY_FOLDER command which turns off redirection for the Inbox.


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Resolution
This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.



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Workaround
Monitor BlackBerry Enterprise Server logs and Windows® server Eventlogs for the PURGED_MESSAGE_LIST command and take corrective action as needed to re-enable folder redirection for affected BlackBerry smartphone users.


For further assistance, contact BlackBerry Technical Support.



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Products
BlackBerry® Devices
BlackBerry Enterprise Server for Microsoft Exchange

[morser]

RIM KB article KB18549.

apparently this happens randomly. RIM is patching it in the next release.

My RIM case number RQST00007514441 was opened for this issue.

[sdonaghey]

This has been happening to a bunch of my users lately. Some more than once.

I guess we will have to wait for a patch for it.

[Hulk]

Hi All,

The Kb has been updated. The resolution is to upgrade to MR7.

View Document

Regards,

[ObliteRon]

Thanks for pointing this out. We've recently started experiencing this random error and I myself just experienced it. I remember looking at the MR7 release notes and postponed the installation because it didn't look significant at all. The write-up for the hotfix makes more sense after you know the issue.

[rleist]

Can someone explain what a PURGED_MESSAGE_LIST command is? Is this something the user triggers? Is it the result of low memory?

Thanks,
Rob