[Palmolive]

Hello

I have a user that is not receiving all of his emails to his BB. 2 days ago he only got 17/25 emails but yesterday he received 28/28.

He has no filters or Outlook rules.

We are using BES 4.1.6

Any ideas would be awesome, thank you.

[knottyrope]

any rules in outlook or on BB?

[Palmolive]

No he has no rules or filters anywhere

[knottyrope]

Do al the emails exist on the mail server?

[Palmolive]

Yes he has all of the emails in his outlook inbox. Yes only some go to his BB.

[knottyrope]

Cached mode or PST files?

[Palmolive]

He does have a pst

[knottyrope]

So the emails either reside in the Exchange mailbox or in the PST file.

if they are in the PST file, the device will not get them since BES can only access the Exchange mail box.

[Palmolive]

Dont the emails get forwarded to the BB as soon as they hit the mail server?

If not, you are saying that if he sits on his outlook and checks his mail (which upon send and recieve goes directly to a pst where he looks at it) its not going to to get forwarded to his BB.

[epsilon]

This behaviour is usually due to incorrect mapi/cdo installed on BES. check your mapi32.dll and cdo.dll version on your exchange and then check it on BES. if you're using exchange 2007 or greater, have you installed the latest mapi/cdo package as described on KB15779?

[TargetIT]

In other words, don't use a PST - use an OST.

[knottyrope]

Originally Posted by epsilon

This behaviour is usually due to incorrect mapi/cdo installed on BES. check your mapi32.dll and cdo.dll version on your exchange and then check it on BES. if you're using exchange 2007 or greater, have you installed the latest mapi/cdo package as described on KB15779?

if the email is picked up via outlook and placed into a PST file, no fracking way CDO or MAPI is going to help.

[knottyrope]

Originally Posted by Palmolive

Dont the emails get forwarded to the BB as soon as they hit the mail server?

If not, you are saying that if he sits on his outlook and checks his mail (which upon send and recieve goes directly to a pst where he looks at it) its not going to to get forwarded to his BB.

BB will get it and soon as reconcile kicks in, it will be removed from BB.

Dont use a PST for inbox if using BES.

[epsilon]

We are using personal folder on our corporation (email are moved from inbox permanently on personal folders on outlook) and there's no problem at all with hendhelds receiving ALL the emails. That would be a problem if we were talking about pop on BIS but BES is 100% working with pst. It just has lots of disadvantages since the email is moved from exchange mailbox but it works.

Check the mapi version trust me i've seen this problem lots of times on different BESs.

[w11l]

Had identical problem on my BES 4.1.7/Exchange 2007 SP2, spent weeks with RIM on this issue, tried all sorts of troubleshooting and different tools from RIM to pinpoint the problem, nothing helped the situation including wiping the device, new enterprise activation, new software on the device, putting user on dedicated "Mailbox Agent ID", etc... Solution was to remove user from BES completely (make sure it is purged from "Users pending delete") then re-added user, did enterprise activation and never had this issue again. Although contacts and calendar will be re-populated by BES, if your user needs access to old messages from the device you may want to do a full device backup before deleting the user.

[knottyrope]

Originally Posted by epsilon

We are using personal folder on our corporation (email are moved from inbox permanently on personal folders on outlook) and there's no problem at all with hendhelds receiving ALL the emails. That would be a problem if we were talking about pop on BIS but BES is 100% working with pst. It just has lots of disadvantages since the email is moved from exchange mailbox but it works.

Check the mapi version trust me i've seen this problem lots of times on different BESs.

BES can knot access a PST file.

[w11l]

Originally Posted by knottyrope

BES can knot access a PST file.

It is true for deleting a message or changing its read status - BES will not pick up any of the activity with-in pst. But in this setup i think since message being delivered to exchange store by gateway transport - this is where BES picks it up - should not affect message percentage being delivered to user. only then its being processed by any exchange rules to move it out of exchange store into pst.
from first post i read that only one BES user affected, although I have different setup I did experienced the same thing, deleting/reinstating user solved the problem

[epsilon]

Originally Posted by knottyrope

BES can knot access a PST file.

Indeed. But the problem with handheld receiving some emails instead of all on the device has nothing to do with pst. BES sends the messages to the handheld when they arrive on exchange mailbox. it even buffers them (if you're out of coverage for example) and sends them to the device all together even if the original message is moved from exchange mailbox. it has nothing to do with the emails being moved to pst. i know that after they're moved there are lots of drawbacks (eg. attachments cannot be opened since the original message is not on the inbox) but messages are definitely redirected on the device. I'm not seeing ghosts here! it's a real case example of our corporation as said. You can try it yourself on outlook it's pretty easy.

Now if hard deletes are turned on on BES then obviously since the messages are moved from the inbox they will be deleted from the device as well. But hard deletes is not enabled by default plus if it's enabled it's valid for all messages and not part of them.

I can bet you that the mapi32.dll on BES is lower version than the one on exchange.

[TargetIT]

Can someone please tell me ANY advantage of using a PST file? Because the only one I can think of is that it reduces the storage requirements of your exchange server, while having a bazillion drawbacks.

As for BES vs PST - it all depends who gets the message first. If BES gets it before Outlook pulls it, that's fine. If Outlook gets it first, BES won't see it.

So I ask, why on earth are you using PST files for anything other than archives (and hell - we use mailboxes for archives too!)