[PeterJS]

Just as an FYI in case anyone else is running into the same issue:

Issue:
User calls in and complains Blackberry 7250 is not receiving any emails. The user is at home and has had service there before. The phone works fine as well.

Setup:
MS Exchange 2003
BES 4.0.2.8
7250 4.0.0.204
Provider: Verizon

Troubleshooting/Resolution:
1. BES manager states 92 messages are in the "pending" queue for this user.
2. All other users are receiving messages without any problems.
3. Told user to check "Status" for signal strength: signal was within acceptable range, no "No Coverage" messages.
4. Asked user to turn wireless off and on again. No change.
5. Asked user to turn power off, wait, turn on again. No change.
6. Called it a night.
7. User arrived in the office: we went through the same procedure ourselves. No change. Pending now up to 125.
8. Physically removed the battery and let stand without power source for two minutes.
9. Replaced battery, power up, initialize: the unit started with "Wireless Off", we turned wireless on.
10. Problem fixed, synch started automatically, pending queue cleared.

Conclusions:
Cold-boot when all else fails worked this time.
The worrisome part is we don't know what caused it in the first place. Anyone with any ideas?

Thanks,
Pete

[Inphektion]

This happens on occasion for us too. All our users know that if they aren't receiving emails they think they should be getting the first thing they do is the alt-cap-del to reboot thier unit. This would fix it as well without removing the battery. I think it is a service provider issue more with the radio in the BB than anything on the BES.