emails sent from blackberry not showing up in sent items in Outlook

[pchenry]

OK, I have seen this issue for BIS/POP3 environments, but not BES environments. We have a client who is not seeing sent items from his device showing up in his Outlook Sent Items folder. Help?

[GlenB]

Does the client have a dual BES and BIS config on his device? If so, can you verify the "Send Using" field is set to his BIS account? The device "remembers" which mail account you used last for each contact, so it is possible that the sent message is not associated with his BES account.

If that isnt the issue, the next place I would look is the MAGT log for the date/time the client sent the message. Do you see any errors at that time? If you get the client to open the sent message on the device, hold ALT down and type VIEW he will be able to give you the message REFID. Look through the BES logs for that REFID and see if you find any associated errors.

[pchenry]

there is no bis involved, only a bes. i will check into the magt log/refid issue, though. thanks.

[pchenry]

OK, I got a couple REFID numbers and did a search on those in the MAGT log but don't know what kind of errors I should be looking for. As far as I could see, the only thing that might have been an issue is with one of them it said it wasn't sending the body of the message. What should I be looking for?

[pchenry]

As an fyi, here is what was included with the particular refid/person involved. Maybe it will help. I have replaced the email address for privacy purposes. The refid is 1023649581. The customer said the date and time on sent items looked correct.

[40423] (02/23 14:15:48.622):{0x1C38} {user@domain.com} Queuing new mail through notification (external). EntryId=465385
[40435] (02/23 14:15:48.622):{0x27A0} {user@domain.com} Queuing new mail through notification. EntryId=465385. Msgs Pending 0
[30233] (02/23 14:15:48.622):{0x27A0} {user@domain.com} New message was found in SentItems, EntryId=465385
[40287] (02/23 14:15:48.669):{0x27A0} {user@domain.com} Queuing message, RefId=-1023649581, EntryId=465385, Posted=02/23 14:15:47, Delivered=02/23 14:15:47
[30066] (02/23 14:15:48.669):{0x27A0} Total Msgs Pending 1586
[40671] (02/23 14:15:48.732):{0x256C} {user@domain.com} Not sending message body (6452 bytes), RefId=-1023649581, EntryId=465385
[30081] (02/23 14:15:48.732):{0x256C} {user@domain.com} Sending message to device, size=400, EntryId=465385, RefId=-1023649581, TransactionId=-880535249, Tag=6691396
[40279] (02/23 14:15:48.732):{0x256C} {user@domain.com} SubmitToRelaySendQ, Tag=6691396
[40000] (02/23 14:15:48.732):{0x24B4} [BIPP] Send data, Tag=6691396
[40000] (02/23 14:15:48.810):{0x1BB8} [BIPP] Received status DELIVERED, Tag=6691395

[GlenB]

The second half of those log entries looks like the message being sent to the device, not a sent item being reconciled with Exchange. Does the time stamp match the sending of the message?

[pchenry]

OK, he only sent me newer information instead of answering the question specific to those two REFIDs, but he sent me 4 REFIDs and one with a minus sign in front of it was the correct time and had multiple entries:
[40287] (02/23 14:19:58.636):{0x24A0} {user@location.com} Queuing message, RefId=-1078528550, EntryId=465617, Posted=02/23 14:19:58, Delivered=02/23 14:19:58
[40671] (02/23 14:19:58.667):{0x202C} {user@location.com} Not sending message body (1218 bytes), RefId=-1078528550, EntryId=465617
[30081] (02/23 14:19:58.667):{0x202C} {user@location.com} Sending message to device, size=256, EntryId=465617, RefId=-1078528550, TransactionId=-880535248, Tag=6691440

The remaining three were all two minutes slower in the magt log than what he reported on his device and were all pretty much identical (sample one below):
[30112] (02/24 10:33:59.316):{0x25DC} {user@location.com} Receiving message from device, RefId=1011182952, Tag=5960506, TransactionId=508617546

[GlenB]

So it looks like the BES thinks the reconciliation is working correctly. How many BES users do you have and are any of them experiencing this issue? From here it looks either device or mailbox related (more likely the latter). Can you create a test mailbox and activate this device against that to see if the problem persists - or use a test device against this user's mailbox?

[pchenry]

We have about 240 BES users, but I haven't heard of anyone else having this issue. As far as your suggestions go, can you set up two devices against one mailbox at the same time? I thought you could only do one device per mailbox. Also, if we were to go that route, it sounds like we might as well go ahead and reconfigure the device. I'm beginning to suspect we might have to go that route from the sounds of things, but please clarify the two devices against one mailbox if you would, so I can have that information. thanks! : )

[skiingamav@aol.com]

I am having this same problem. I don't use BES. I have 3 email address on my 9700 and 8120 and non of the emails sent from the blackberry show up in outlook sent folders even if I sync. all the rest of the emails reflect delete, recieve, etc with no problem.

[GlenB]

@pchenry - apologies for the delayed reply - work has been rather hectic and I have been missing my crackberry fix :-) You cannot set up two devices against a single mailbox in a single Blackberry Domain. I was suggesting that you try a different device with that mailbox, or that device with a different mailbox to help you identify which is at fault.

@skiigamav - I dont think this is really the right area of the forums to ask the question, but it very much depends on what method BIS is using to integrate with your email server.