[liutiger]

There are aroud 80 user on one BES(MS exchange) , around 5-8 user always got such problem. Not able to receive email but ablt to send email. The problem usually resolve by wipe BB and reactive by enterprise activation.

Those user got those problem lot of times(I think for some user happens every two month will got such problem)

Does anyone know how to resolve such problem not by reactive blackberry?

btw: We already try regenerate encryption key on bb and it not working.

[jjbova]

Have you checked the Filters on the BB? We had one that couldn't recieve any external mail. We deleted the two default filters and he started working..... odd resolution, but it worked.

[liutiger]

Thank you for you answer.
I think it is not filter 's problem because frist user don't use desktop manager and they are no way to setup filter.
secondly, the problem could be resolved by wipe and reactive the blackberry. (those change will not impact filter)

[knottyrope]

does pulling the battery while device is on help at all?

Are the devices CDMA or GSM based?

also look at
Unable to receive email messages from the BlackBerry Enterprise Server to the BlackBerry smartphone
http://www.blackberry.com/btsc/KB11172

[Phoenix887]

Try going to the folder redirection and see if the inbox is checked (check mark or blue depending on the OS)

[liutiger]

Originally Posted by knottyrope

does pulling the battery while device is on help at all?

Are the devices CDMA or GSM based?

also look at
Unable to receive email messages from the BlackBerry Enterprise Server to the BlackBerry smartphone
KB11172-Unable to receive email messages from the BlackBerry Enterprise Server to the BlackBerry smartphone

Pull out the battery is not help. All the device is based on the GSM.
we try the all the possible solution on that KB , it is not help us.

[liutiger]

Originally Posted by Phoenix887

Try going to the folder redirection and see if the inbox is checked (check mark or blue depending on the OS)

Checked and not helpful

[liutiger]

found some new thing. When I run the diagnostic test report we found the user BB fail to connect their email. Does anyone know what cause this problem ?

starting Time Stamp: October 31, 2010 3:18 PM Ending Time Stamp: October 31, 2010 3:19 PM
PIN: 20593bbf
MSISDN: Unknown
Device Type: BlackBerry 8800
Application Version: v4.5.0.174
Platform Version: 2.7.0.105
Service Books: OTASL,LbsConfig,BBIMConfig,BBIM,BBIM,MMS,PROVISION ING,CICAL,IPPP,ALP,BBIM,MDS,CMIME,OTASL,SYNC,Brows erConfig,WAPPushConfig,WAP,WPTCP,BrowserConfig
Free File Space: 18558520 bytes
Radio Data Activation: Yes
Signal Level: -67 dBm
Radio Access: EDGE
Network: CHINA MOBILE
IP Address: 10.241.15.249
ICMP Ping Echo: Yes
BlackBerry Registration: Yes
Connected to BlackBerry: Yes
BlackBerry PIN Email: Yes
Server Name: s11441301
Email Address: myemail
Connection to myemail: No

sorry to change the email address to myemail, beacuse system not allow me to post email

[martinpas]

Originally Posted by liutiger

Thank you for you answer.
I think it is not filter 's problem because frist user don't use desktop manager and they are no way to setup filter.
secondly, the problem could be resolved by wipe and reactive the blackberry. (those change will not impact filter)

anybody can set filters directly from the device

Regards

[martinpas]

you must to check the 2 points:

1) if you use pst, and it is not seted to conserve a copy in the mailbox, can make that some emails are not delivered to the device.

2) check the receive as permission for the besadmin account. Especially if you applied an Exchange upgrade (in this case check the mapicdo version too).

I hope this can help you. If not, please check in the MAGT log files, and look for the accounts records that are failing, and post here.

Regards

[liutiger]

Originally Posted by martinpas

you must to check the 2 points:

1) if you use pst, and it is not seted to conserve a copy in the mailbox, can make that some emails are not delivered to the device.

2) check the receive as permission for the besadmin account. Especially if you applied an Exchange upgrade (in this case check the mapicdo version too).

I hope this can help you. If not, please check in the MAGT log files, and look for the accounts records that are failing, and post here.

Regards

thank you for your reply.
User use outlook by OST not pst.

I haven't check the persmiision for besadmin but I am sure it is fine .Because only few of user has such problem. And problem can be resolve by reactive the BB


Not sure how to view the MAGT log files . I need found how to got those log and post later