Syncing problem between 9700 & BES

[jshiel]

Hi Everyone,

Been having a problem with getting a 9700 to sync with my BES server running on SBS2003.

At first the users account was stuck on the "initializing" status and could not pick up a pin. I deleted and recreated the account to no avail.

Plugged the blackberry into USB, reloaded the firmware, resynced with the BES. Now on the BES it can see the PIN and has a status of running but the enterprise activation option has disappeared off the blackberry and the last contact time is set to never?

[chmaro]

I'd make sure trhat the phone is provisioned for BES data plan and not BIS. To see if the phone will activate you can go Options-> Advanced Options and hold down the ALT key and hit CNFG. If it brings you to a status screen you are good to go, if not it will give you an error and you won't be able to activate.

[Office2Mobile]

jshiel,

I would suggest deleting the Desktop Services Books listed below and have them resent to the device using the BlackBerry Manager.

Desktop [SYNC]
Desktop [CMINE]

To delete them off the device, go to Options > Advanced Options > Service Book, highlight those Service Books and press your Menu Key to Delete.

Hope this helps,

[jshiel]

Well i've tried re-creating the account. Made sure with the provider that the BES is provisioned. Trying the service books now.. any other ideas.?

[jshiel]

Well its getting more bizarre the user now is connected and running (provider *hadnt* provisioned BES) but user can send but not recieve emails?

[jshiel]

Ok so the user still cannot recieve messages but can send fine. Have tried deleting recreating him numerous times with no joy.

Thought maybe this critical error in the application log might have something to do with it...SCS::CheckSRPInfoUpdated - Unable to get server routing info

ok this is in the POLC logs


[40000] (01/29 03:46:32.437):{0x1790} [BIPP] Ping 32742 sent
[40000] (01/29 03:46:32.437):{0x17AC} RequestHandler:oWork - Processing CHECK_FOR_USERCONFIG_CHANGES request
[40000] (01/29 03:46:32.437):{0x178C} [BIPP] PingResponse 32742 received
[20640] (01/29 03:47:08.468):{0x10E4} SCS::GetRoutingInfo(): COM Error 0x80040E31 - IDispatch error #3121 - Source: "Microsoft OLE DB Provider for SQL Server" - Description "Timeout expired" - Command "select SRPId from ServerConfig where id = ?"
[10000] (01/29 03:47:08.468):{0x10E4} SCS::CheckSRPInfoUpdated - Unable to get server routing info
[20000] (01/29 03:47:08.468):{0x10E4} SCS::ThreadProc - CheckSRPInfoUpdated failed
[20640] (01/29 03:47:08.703):{0x17AC} SCS::GetMaxHistoryIdFromDB(): COM Error 0x80040E31 - IDispatch error #3121 - Source: "Microsoft OLE DB Provider for SQL Server" - Description "Timeout expired" - Command " select MAX(Id) from ServerConfigHistory "
[20000] (01/29 03:47:08.703):{0x17AC} SCS::CheckDBforUserConfigChanges - Error getting the Max History Id, operation aborted.
[20000] (01/29 03:47:08.703):{0x17AC} RequestHandler:oWork - CheckDBforUserConfigChanges failed
[40000] (01/29 03:47:08.703):{0x17AC} RequestHandler:oWork - Completed Processing CHECK_FOR_USERCONFIG_CHANGES request
[40304] (01/29 03:47:08.703):{0x17AC} WorkerThreadPool:: ThreadProc(): Thread released with empty queue

[GlenB]

Searching the RIM Knowledgebase for the IDispatch error gives two KBs which both point towards problems talking to SQL Server (links below). If this is the root cause I would expect it to be affecting all users, is that the case?

View Document

View Document

[jshiel]

No thats the odd thing all the other users are fine. I would have thought if it was a database problem he shouldnt be able to send either as surely outward bound messages would be routing through the BES SQL database as well?

I'm still puzzled and the user is hassling me for a resolution. Any idea for next steps?

[MattClarified]

Ive had this problem, and it was down to the configuration email being recieved by the users inbox (the one that looks like rubbish) Check and see if the user has any forwarding/Deleting rules setup on thier mailbox and turn them off, also see if they have any delegates or give anyone access to thier mailbox and turn this off while setting up. You can turn it all back on afterwards with no problems

[jshiel]

No email forwarding or deleting rules set up on the mailbox and no delegates.

Everyone has read permissions to the mailbox. BES admin has full mailbox access permissions.

[jshiel]

bumping for ideas. Blackberry is registered ok with BES now but cannot recieve only send.

[GlenB]

A couple of options...

a) wipe and reactivate
b) wipe, remove BES user, run "handheldcleanup -u", create BES user, reactivate
c) check the BES MAGT log to see what MAPI transactions it is logging
d) activate a different device against this BES user to see if it is device or mailbox related