[joemck]

Hi. Emails were forwarding to this phone without problems for a year. Now, no emails are getting to the phone ("error forwarding to device")...and user is stating they did nothing to the phone. I have attempted removing the battery and also resending the Service Books, to no avail. It is syncing (address book, calendar) fine via cradle (usb) and desktop manager. What is even stranger, when it is in the cradle, all emails are forwarded to the device. The minute it is not connected to the PC, emails cease forwarding to 8130. Any advise is greatly appreciated. Thank you.

[Jadey]

Moved to BES Admin Corner

[mahoward]

Sounds like a problem with the carrier provisioning. What is the exact error message in the MAGT logs when attempting to send an email to the device?

[joemck]

Thank you for the response.

Below is an entry from the MAGT log on a failed email to the devide:

40000] (01/26 12:45:25.998):{0x1CB4} {Candace Hanson/Chesterfield} CN=Notes1/O=Chesterfield!!mail\chanson.nsf, fetching modified documents since 01/26/2009 12:45:18 PM
[40017] (01/26 12:45:26.013):{0x1CB4} {Candace Hanson/Chesterfield} UnreadMarks::Init - Successfully retrieved unread marks table from BBSD, objid = 2278, size = 13
[40000] (01/26 12:45:26.029):{0x1CB4} {Candace Hanson/Chesterfield} {Candace Hanson/Chesterfield} Constructing message (CMIME) (msgType=mail), size=2228, RefId=-529713175, TransactionId=0, Tag=79522, PHXCAP=0x00000000, PHXCFG=0x00000000, PHXMTR=0x00000000
[40000] (01/26 12:45:26.029):{0x1D40} [BIPP] Send data, Tag=79522
[30305] (01/26 12:45:26.029):{0x1CB4} {Candace Hanson/Chesterfield} Message sent to handheld (PIN 31A6B38C, "mail\chanson.nsf" on CN=Notes1/O=Chesterfield): folder "($I****)", posted date 01/26/2009 12:43:51 PM, added date 01/26/2009 12:45:18 PM, TID=79522, RID=-529713175, NID=8AB0A
[40020] (01/26 12:45:26.029):{0x1CB4} {Candace Hanson/Chesterfield} UnreadMarks::~UnreadMarks - Successfully saved unread marks table to BBSD, objid = 2286
[40000] (01/26 12:45:26.076):{0x1D3C} [BIPP] Received status FAILED, Tag=79522
[30302] (01/26 12:45:26.076):{0x1CB8} {Candace Hanson/Chesterfield} SRP: TID=79522, RID=-529713175, NID=8AB0A, type MAIL returned FAILED
[40000] (01/26 12:45:43.841):{0x1880} RIMGateApp::RemoteCheckDB: DbObject=160 Update 1 rows
[40000] (01/26 12:45:46.200):{0x1F44} RIMGateApp::CheckDatabase
[40000] (01/26 12:46:26.074):{0x1D40} [BIPP] Ping 1320 sent
[40000] (01/26 12:46:26.074):{0x1D3C} [BIPP] PingResponse 1320 received
[40000] (01/26 12:47:26.073):{0x1D40} [BIPP] Ping 1321 sent
[40000] (01/26 12:47:26.073):{0x1D3C} [BIPP] PingResponse 1321 received
[40015] (01/26 12:47:33.010):{0x1C08} Thread 1CB4, utilization=0.0234%, health OK
[40015] (01/26 12:47:33.010):{0x1C08} Thread 1CB8, utilization=0.0078%, health OK
[40015] (01/26 12:47:33.010):{0x1C08} Thread 1CBC, utilization=0.0286%, health OK
[40015] (01/26 12:47:33.010):{0x1C08} Thread 1CC4, utilization=0.0208%, health OK
[40015] (01/26 12:47:33.010):{0x1C08} Thread 1D20, utilization=0.0104%, health OK
[40015] (01/26 12:47:33.010):{0x1C08} Thread 1F44, utilization=0.0026%, health OK

[mahoward]

Call the carrier and verify BlackBerry Enterprise Services (not Internet services) are enabled for the device. Sometimes if people change their phone plan the carrier will drop the BES service off their account by mistake.

[joemck]

Thanks. I called the carrier and verified that BES was already enabled for this device.

[mahoward]

Did the user change their phone service plan at all? The FAILED is coming back from the RIM NOC or wireless network, so it doesn't look like a problem with the BES at all.

[joemck]

Thank you for you help, mahoward. You were exactly correct. The problem was on the carrier end - they had removed the BES provision from the SYMM card of this device. After many hours on hold with tech. support, we got it straightened away. Thanks again.