[BrooklynzFinest]

When users send an email from Outlook the sent item is appearing up on the Blackberry delayed. Sometimes it takes up to 25 minutes to appear on the handheld. Sometimes it appears after a 4 mintues. Any idea what could be causing this?

[hdawg]

If you're getting inconsistent delivery times either:

1) The HH has intermittent coverage
2) The BES isn't receiving UDP notifications from Exchange about new messages

Does this happen consistently? Perhaps during a specific time of the day? Perhaps it doesn't happen at a specific part of the day? Do you ever get the popups from Outlook indicating that its reconnecting to Exchange?

[BrooklynzFinest]

Originally Posted by hdawg

If you're getting inconsistent delivery times either:

1) The HH has intermittent coverage
2) The BES isn't receiving UDP notifications from Exchange about new messages

Does this happen consistently? Perhaps during a specific time of the day? Perhaps it doesn't happen at a specific part of the day? Do you ever get the popups from Outlook indicating that its reconnecting to Exchange?

The delay is consistently happening. How long the delay is, is not consistent. Only the sent items from Outlook are delayed. Incoming emails are not delayed at all.

[hdawg]

A message is a message as far as BES is concerned.

You might look to see if messages are picked up via rescan or if delivered via notify (the brk tool messageflow will help you with this)

[BrooklynzFinest]

hdawg I reread your previous post and actually we have received the popup in Outlook trying to reconnect in the past. It has not happened recently but in the past. Why do you ask?

[hdawg]

The pop-up indicates a MAPI/RPC connectivity problem with the client and the Exchange Server. Typically these happen in one of two scenarios:

1) Exchange server network connectivity to client is saturated / too latent
2) Exchange server cannot handle the connections currently being made to it. Usually this is related to a lack of spindles in disk arrays, but can also be memory / cpu issues.

[BrooklynzFinest]

Originally Posted by hdawg

A message is a message as far as BES is concerned.

You might look to see if messages are picked up via rescan or if delivered via notify (the brk tool messageflow will help you with this)

So I used BRK message flow tool and my items sent from Outlook are being discovered by a rescan while other messages are being discovered via notify

I am going to open a case with TSupport but if you have anymore incite that would would be helpful it is much appreciated

[hdawg]

It looks like the UDP notification that Exchange should be sending to BES isn't making it there; hence the rescan.

Check your server performance ... opening a TSupport case isn't a bad idea to get a better understanding of the scenario

[BrooklynzFinest]

Thanks. I have opened a case and they had me upload my BES logs and App Evt logs. They are looking into it and will get back to me. What strange is all other types of messages are being delivered using notify.

[RichieRichR6]

I had the same issue in my environment. Turns out tha the messager agent was be over-worked and not reswapning a second agent to help with the load. I have to make a registry entry to resolve the issue. Let me try to find my notes on it.

[gibson_hg]

Here is RIM's KB on increasing the number of messaging agents:

BlackBerry Search Results

Read it carefully!

[BrooklynzFinest]

I checked out the article and my BES already has a value of 5 for NumAgents.

[gibson_hg]

If you are on SQL Server you could increase the number to 6 or 7 and then restart your services. See if things improve, if not change the reg key back to 5 and restart the services.

[BrooklynzFinest]

There is another reg key NumAgentsFullServer which is also set to 5. Should that change as well?

[gibson_hg]

Shouldn't have to, just the numagents key should change. Unless that was something new in SP5.

[BrooklynzFinest]

So I increased the NumAgents value to 7 but when I restarted the BES Services it changed the NumAgents back to 5. I then changed both the NumAgents and NumAgentsFullServer values to 7 and after restarting the BES Services the values remained 7 but I am still seeing a 15 minute delay for sent items from Outlook to the Blackberry so I reverted the settings back to 5.

[gibson_hg]

I think that Perfmon might come into play on this to prove whether or not it's an Exchange issue. RIM might have you configure some counters for Perfmon and let them run for 24 hrs. If they deem it an Exchange issue it will be left up to you to fix.

Strange that it is only Sent Items though. First I've heard of it.

[BrooklynzFinest]

It probably is an Exchange issue. I just got to the bottom of an issue with Cisco Unity Voicemail. VMs were coming into our inboxes right away but the indicator light on the phone was 15 minutes delayed. Unity relies on UDP MAPI Notification primarily to turn on and off the indicator light and does a rescan as the backup. This is the same exact behavior I am seeing now on the BBs with Sent Items. Anyway the casue of the delay with the indicator light was a bug when running Exchange 2007 SP1 on Windows Server 2008. MS provided me a private hotfix which resolved the issue. I am thinking the issue with the Sent Items on BBS is going to be simialr to the my issue with Unity

[RichieRichR6]

Sorry for the delay in my reply. Here is what RIM asked me to do to resolve my issue.

I had to make an new registry key in HKEY_LOCAL_MACHINE-->SYSTEM-->SERVICES-->BLACKBERRY DISPATCHER

Name the new key AgentOptimizeAlgorithm (case sensetive)
Set type to DWORD
Set value to 1
Reboot

I did have NumAgent set to 5 but apparently, only one agent was doing all the work. This registry entry forces a second agent to help.

I hope this helps you out. It was driving me crazy!

[BrooklynzFinest]

Originally Posted by RichieRichR6

Sorry for the delay in my reply. Here is what RIM asked me to do to resolve my issue.

I had to make an new registry key in HKEY_LOCAL_MACHINE-->SYSTEM-->SERVICES-->BLACKBERRY DISPATCHER

Name the new key AgentOptimizeAlgorithm (case sensetive)
Set type to DWORD
Set value to 1
Reboot

I did have NumAgent set to 5 but apparently, only one agent was doing all the work. This registry entry forces a second agent to help.

I hope this helps you out. It was driving me crazy!

I applied the registry key as you suggested but did not see any change in behavior so I removed the key. After going over my logs TSupport had me delete and recreate the mapi profile. I just starte dthe BES services backup so after a little while I will do a few tests and see if recreating the mapi profile resolved my issue. I will update the thread with any new information.