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01-28-2009, 01:58 PM
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#1
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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BES and one phone issue
Please Login to Remove!
I have two users out of 22 that are having a issue as of today. Starting yesterday they cannot receive emails on their phones. They can send find but they are not getting any emails. I've restarted all the services. I've pulled thier batteries and reset the phones. The other 21 phones work just fine. Any idea what I can try or look into to figure this out?
BES 4.1.6.13
Windows 2003 R2 server
GroupWise
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01-28-2009, 02:01 PM
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#2
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Knows Where the Search Button Is
Join Date: Dec 2008
Location: Boston
Model: 8330
OS: 4.5.0.160
PIN: N/A
Carrier: Sprint
Posts: 39
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when this happens to me, it tends to be a bad policy that's stuck on the phone. i usually do a wipe handheld and do enterprise activation again. if you're really thorough, you can use JL_Cmder and install the OS again.
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8830 on BES (work) -- 8130 retired -- 8330 (personal)
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01-28-2009, 02:21 PM
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#3
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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I was afraid of that. My problem is I'm in Indiana and my users are in Florida.
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01-28-2009, 02:30 PM
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#4
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Knows Where the Search Button Is
Join Date: Dec 2008
Location: Boston
Model: 8330
OS: 4.5.0.160
PIN: N/A
Carrier: Sprint
Posts: 39
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you can send a wipe handheld command through BES. then set an activation password. call them and say the phone is going to be reset back to default settings and provide the enterprise activation info.
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8830 on BES (work) -- 8130 retired -- 8330 (personal)
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01-28-2009, 06:04 PM
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#5
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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Guess I'll give that a try tomorrow. It is odd they can send but not recieve email.
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01-28-2009, 06:22 PM
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#6
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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Is the wireless option I want to do "Erase Date and Disable Handheld"? I've never done a wipe over the air.
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01-29-2009, 04:25 AM
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#7
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BlackBerry Extraordinaire
Join Date: Aug 2008
Location: Basel
Model: Class
PIN: N/A
Carrier: Swisscom
Posts: 1,616
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Have you tried "Resend IT Policy" and "Resend Service Book"?
Also check the event log on the BES server for errors and also the BES logs.
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01-29-2009, 05:46 AM
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#8
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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Yes I've resent the IT Policy and Service Book.
No errors pop out as an issue.
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01-29-2009, 06:34 AM
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#9
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BlackBerry Extraordinaire
Join Date: Aug 2008
Location: Basel
Model: Class
PIN: N/A
Carrier: Swisscom
Posts: 1,616
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There must be errors in the MAGT log. You should see log entries like:
Quote:
New mail has arrived, EntryId=...
Queuing message, RefId=..., EntryId=..., Posted=..., Delivered=...
Sending message to device, size=..., EntryId=..., RefId=..., TransactionId=..., Tag=...
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Do you see any warnings, errors?
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01-29-2009, 07:13 AM
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#10
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Feeling Blue, Bigly ;->
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
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Quote:
Originally Posted by rogerssa
Is the wireless option I want to do "Erase Date and Disable Handheld"? I've never done a wipe over the air.
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Yeah that's it. But I agree with freakinvibe, there should be errors to play with before you have to do that, assuming that's the issue. Don't worry about the remote wipe it's very standrad and we dfo them across the globe.
Also, are you happy that nothing changed on their accounts or phones, in case there is an underlying fault somewhere else (unlikely I know).
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
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01-29-2009, 07:21 AM
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#11
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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Here something odd. I don't see any new maill arrived for this user? I see the new mail arriving for every other user just not this one.
I see some entries like this.
{Robert Harrison} Starting message moved rescan
{GroupWiseMailbox::CheckPOA()} checkPOA call ping() took 0 ms
::RescanMbMailSync, No Entries Found (userid 2)
{Robert Harrison} Message moved rescan completed
But no where do I see a New Email. Probably why he isn't getting them on the phone. But why wouldn't they be here?
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01-29-2009, 07:27 AM
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#12
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Feeling Blue, Bigly ;->
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
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Quote:
Originally Posted by rogerssa
Here something odd. I don't see any new maill arrived for this user? I see the new mail arriving for every other user just not this one.
I see some entries like this.
{Robert Harrison} Starting message moved rescan
{GroupWiseMailbox::CheckPOA()} checkPOA call ping() took 0 ms
::RescanMbMailSync, No Entries Found (userid 2)
{Robert Harrison} Message moved rescan completed
But no where do I see a New Email. Probably why he isn't getting them on the phone. But why wouldn't they be here?
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Ok so look to his AD/GW account and see what's changed. I would guess either something big changed or he is suddenly doing something freaky in his mail client (sorry I sold my soul to MS long ago so can't help there). In the Exch/OLK world we would look at rules moving the messages, delivering to PST or maybe hard deletes them before the BES sees them (unlikely).
Maybe time to remove and re-add to the BES if it's easier than going to the user.
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
Last edited by stuwhite; 01-29-2009 at 07:28 AM..
Reason: coz i cant spel
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01-29-2009, 07:27 AM
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#13
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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I went back into the logs a few days and see messages going to him.
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01-29-2009, 07:28 AM
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#14
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BlackBerry Extraordinaire
Join Date: Aug 2008
Location: Basel
Model: Class
PIN: N/A
Carrier: Swisscom
Posts: 1,616
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But then, there must be a problem between your Groupwise and your BES server for that user. In the BES Admin Console, for the user in question, what is his status? It should be:
Status: Running
IT Policy Status: Applied successfully
Last forward time: <Recent to your current time>
Last result: Delivered to device
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01-29-2009, 07:29 AM
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#15
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Feeling Blue, Bigly ;->
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
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Quote:
Originally Posted by rogerssa
I went back into the logs a few days and see messages going to him.
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Yeah but that doesn't mean someone didn't change something recently. Maybe just do the remove and re-add first and see what happens. Probably quickest thing to do right now.
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
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01-29-2009, 07:29 AM
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#16
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Knows Where the Search Button Is
Join Date: Dec 2008
Location: Boston
Model: 8330
OS: 4.5.0.160
PIN: N/A
Carrier: Sprint
Posts: 39
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send a few test messages to the user through BES. see if they get delivered.
__________________
8830 on BES (work) -- 8130 retired -- 8330 (personal)
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01-29-2009, 07:30 AM
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#17
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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I logged in as him. Nothing seems to be different on the account. The only thing that has changed that I'm aware of is I upgraded BES to 4.1.6 from 4.1.3 this week.
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01-29-2009, 07:33 AM
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#18
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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I'll send some test though BES now.
Status: Running
Creation Time: 7/5/2006
Redirect to BlackBerry Devicd: True
BlackBerry MDS Connection Service and BlacBerry Collaboratiosn Service Enabled: True
Wireless Message Reconciliation: Enabled
Wireless Calendar: Enabled
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01-29-2009, 07:34 AM
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#19
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Knows Where the Search Button Is
Join Date: Nov 2007
Model: 8100
PIN: N/A
Carrier: AT&T
Posts: 36
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Quote:
Originally Posted by stuwhite
Yeah but that doesn't mean someone didn't change something recently. Maybe just do the remove and re-add first and see what happens. Probably quickest thing to do right now.
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When you say remove and add. Do I need to Re activate?
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01-29-2009, 07:48 AM
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#20
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Feeling Blue, Bigly ;->
Join Date: Jan 2007
Location: U to the K
Model: 9000
PIN: 3, it's the magic number
Carrier: Most of them, it's a Global Village man!
Posts: 1,273
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Quote:
Originally Posted by rogerssa
When you say remove and add. Do I need to Re activate?
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Yeah remove from BES and say remove mailbox info as well. Then re-add and reactivate. You were going to reactivate anyway so this saves possbley having to do it twice. This way you will create a new link between the BES and the mbx (writing new info there).
__________________
I was a BES and Exchange admin once.
Then my world turned Blue.
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