[m_zafar]

Hi All

This just had to happen to my boss

He has no delegates, no catched mote or offline working enabled anywhere. However now and again he doesnt get an email. It may be between a cluster of emails so its not time specific. He will notice an unread item when he gets to the office and when searching through his blackberry it wont be there. These are random emails and no real pattern. I have reactivated him twice by removing him from the BES altogether. However the problem props up now and again albeit rarely.

Any ideas?

[knottyrope]

Were the emails handled by the mail server?

what version BES and mail server?
Are there any client rules?
any filters on the device?

[m_zafar]

no filters, no client rules

bes 4.6 and exchange 2008

mail servers are handling the emails as the emails are getting through to outlook

[knottyrope]

Can you check the exchange logs to verify this.

[m_zafar]

Originally Posted by knottyrope

Can you check the exchange logs to verify this.

to verify the user received the email? I done that and he did on his outlook.

[knottyrope]

look at the BES MAGT and SYNC logs to see if there is any info at the time it was sent.

default location :\Program Files\Research In Motion\BlackBerryEnterprise Server\Logs

[m_zafar]

no issues on the logs

[nike9090]

Don't know if issue or resolution is related, but we had this issue related to device blocking emails. The BES would send the email and receive delivery confirmation, but the email won't show on the device. Same results with <confirm> messages.

Goto below on device and look for blocked messages in RED:

On Device ---> Settings > Options > Security Options > Firewall


We found that Incorrect Encryption key blocked some messages and was resolved by doing the below :

On Device ---> Settings > Options > Security Options > General Setting (or Information) --> Click on the line Desktop.... --> Regenerate Encryption Key.