[Kul]

I have a strange issue where its been reported that some users at random times are unable to send and receive emails on their BB10 devices. We are running BES10 (10.2.5.16) with Exchange 2010 SP3 RU11.

We have checked the Exchange IIS logs and all we see is the device is OK before the time the reported but nothing in between until the time they reported it started working. Strangely during this window when they are unable to send/receive emails, other users are connecting fine - which indicates not a general outage.

On the BES logs I see the below as a sample ;
<2015-11-17 17:05:07.190 GMT>:[1118518]:<MDS-CS_MYSERVERA_MDS-CS_1>:<DEBUG>:<LAYER = IPPP, EVENT = Sending, TAG = 2126869507, DEVICEPIN = 4bbd5770@[B@3aed2496, VERSION = 16, CONNECTIONID = 1729522661, SEQUENCE = 6, TYPE = ERROR, PERIMETERID = 1;233A5214-AF53-4E6A-BE5A-2D4538F0A521>
<2015-11-17 17:05:07.190 GMT>:[1118519]:<MDS-CS_MYSERVERA_MDS-CS_1>:<DEBUG>:<LAYER = IPPP, EVENT = CancelledPacket, DEVICEPIN = 4bbd5770, TAG = 2126869507>
<2015-11-17 17:05:07.190 GMT>:[1118521]:<MDS-CS_MYSERVERA_MDS-CS_1>:<DEBUG>:<LAYER = IPPP, EVENT = Notification, TAG = 2126869507, STATE = CANCELLED>

from above we can see the device talks to BES fine but not to exchange. But as the issue is intermittent, its difficult to reproduced the issue and gather device logs.

What exactly does the above log lines mean ? apart from cancelling the request and also what else can I do to gather logs for BB support ?

much appreciated