[rogerssa]

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

[DBConz]

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.

[rogerssa]

I was afraid of that. My problem is I'm in Indiana and my users are in Florida.

[DBConz]

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.

[rogerssa]

Guess I'll give that a try tomorrow. It is odd they can send but not recieve email.

[rogerssa]

Is the wireless option I want to do "Erase Date and Disable Handheld"? I've never done a wipe over the air.

[freakinvibe]

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.

[rogerssa]

Yes I've resent the IT Policy and Service Book.

No errors pop out as an issue.

[freakinvibe]

There must be errors in the MAGT log. You should see log entries like:

New mail has arrived, EntryId=...
Queuing message, RefId=..., EntryId=..., Posted=..., Delivered=...
Sending message to device, size=..., EntryId=..., RefId=..., TransactionId=..., Tag=...

Do you see any warnings, errors?

[stuwhite]

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.

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).

[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?

[stuwhite]

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?

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.

[rogerssa]

I went back into the logs a few days and see messages going to him.

[freakinvibe]

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

[stuwhite]

Originally Posted by rogerssa

I went back into the logs a few days and see messages going to him.

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.

[DBConz]

send a few test messages to the user through BES. see if they get delivered.

[rogerssa]

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.

[rogerssa]

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

[rogerssa]

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.

When you say remove and add. Do I need to Re activate?

[stuwhite]

Originally Posted by rogerssa

When you say remove and add. Do I need to Re activate?

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).