[johnks]

Hello,

Im a new member to the forum and user for the blackberry, and so far clueless in troubleshooting the given device we now have to support.

We are rolling out new devices to VIP users of the company and one of them is experiencing a problem where he is not receiving emails(lotus Notes). (VIP flying out overseas tomorrow)
Can receive/synch calendar entries and all other, but cant seem to synch ONLY emails across. Quite strange??

What troubleshooting steps need to apply for this type of problem?

Checked the domino server console for errors, but all appears fine.
Checked security settings, and all appear fine.
Checked blackberry device synch settings, and all appear fine.

Thanks in advance.
John

[finch]

Have you tried re-sending service book(s) to the device?

[Mark Rejhon]

I believe that this is a BES question, did you want me to move it to the "BES Admin Corner" area?

Barring any answers at all from anyone, a good way to do things is to try to "start over again" (wipe and and reinstall everything).

Did you get its service books reset too as well?

Or find out what version of BlackBerryOS (Options->About) that particular device is, and see if that differs from the other devices. If so, then, install the same version of BlackBerryOS.

Please note.. these are GENERIC troubleshooting steps that may not apply to your situation, but hope this helps!

[BB1877]

You say he's getting calendar updates...are these wireless or wired updates?

Can you send a PIN message to the handheld or a "Message" from the BES to the handheld?

Was this device provisioned wirelessly (I just upgraded our BES to 4.0 so I'm not familiar with this) or does the user have Desktop Manager on their computer? Any errors upon syncing?

How big is their mailbox? I've noticed that users with over 1GB mailfiles (no we don't have a limit) have trouble getting the initial sync to work. A fixup/compact usually fixes it, sometimes after several tries. As Mark stated above I've had to reinstall/reset everything before.

For a new BES/BlackBerry rollout, I would set expectations with users (even VIPs) that we're in a pilot/learning mode, and unfortunately everything may not work perfectly, but to please report issues and they will be addressed promptly.

[johnks]

Its a wireless blackberry device.
Users mailbox is below 200mb quota.
All devices are installed with the same O/S. All 40 which are rolled out are identical and only his device isnt working properly.

Thanks for the prompt responses.

[johnks]

Fixed.

Deleted profile and other info from device. Recreated and worked.

Thanks all for your help.
Great forum.