BES Losing contact with Devices

bravedeeds · Thread Author #1 04-29-2010, 04:01 AM

Hi Folks,

I am still learning BES and all things Blackberry. We have been running our BES for about a year now and have an estate of around 800 devices (all 8900 curve) all running handeld ver 4.6 and we use BEs 4.1.6

I am seeing an increase in the number of devices which seem to be falling off the network so to speak.. Common symtoms are devices which will only send mail or recive mail.. one or the other. upon further investigation it seems that the same devices will not recieve any remote commands from the BES such as: set password and lock handhels. changing owner info, and my biggest fear is that they will not accept the remote wipe commands.

Up until recenlty I would end up just wiping the devices and often the user accounts and then re-creating and re-activating the devices against the BES. This normally works but is not practical.

Does anybody have any idea why this could be happening??? somebody has said somethign to me about restarting the "Despatcher Service" on the BES but i have not tried this yet as it is not affecting all devices .

Any help or guidance greatley appreciated - I am starting to get overrun with this one and is seriously affecting my flexi time

Cheers,

Mr Deeds.

bhults · #2 05-06-2010, 08:48 AM

In my case, the device won't send OR receive email. I can't really tell you why exactly this happens, but I do know that our BES admins usually just recreate the account, and I'll have to perform a new enterprise activation on the handheld - after manually wiping it first. It's a real pain in the ***. The only common thread I happen to see, is that the users who frequently have this happen do not use the device very much. I don't know if the BES looks at usage and then manually dumps these devices, or what.

bravedeeds · Thread Author #3 05-11-2010, 06:32 AM

Bhults,

I think the answer to this one may be with your carrier, after a certain period of time of inactivity i.e absence from the carrier network devices are "booted" off to make space for others... a manual roam sometimes fixes the issue .. failing that a call to your carrier.. we have a similar problem.. pain in the bum!!!