[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

[knottyrope]

MDS CS is for internet

[Kul]

OK, so what I read form the above log entries is ...

Device attempts to sends a packet(message) out, It receives back for some reason a cancellation notification and message is not sent.

but apart from device logs, can I somehow findout what caused the BES/device to receive the CancelledPacket

[Kul]

Originally Posted by knottyrope

MDS CS is for internet

when you say Internet, do you mean web browsing ?

[knottyrope]

correct

[knottyrope]

Descriptions of BlackBerry Enterprise Server services

details

[Kul]

ok - so these log entries are nothing to do with the EAS sync issue. during the time of the outage I cant see anything odd in the logs though

[Kul]

But looking at the logs

<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>

Although you say Internet connection, if I look at the event and TAG (2126869507), it looks like its trying 'Send' and gets cancelled. surely this must be a message that is being sent , wouldn't it or am I looking at the wrong log file ?

[knottyrope]

looks like device cancelled it

[Kul]

looks like I have to somehow reproduce the issue and get device logs.

thanks for your assistance