Users not receiving emails & not able to browse

[Boo-meringue]

Hi,

We've recently upgraded to BES 5.0.3 (Exchange, 350 users) and are seeing an issue I've never come across before. A few users are reporting that they are not receiving any mail, they are able to send mail and calendar etc. syncs properly. The same users are also unable to browse with Blackberry Browser.

I've tried reloading the users, resending service books, resend IT policy and soft reset of devices. On the BES all appears normal with the users showing 0 pending data packets. I have previously resolved this by reactivating the handsets, but this is not something I like doing - particularly if the issue is going to reoccur.

Has anyone seen this behaviour before?

[Boo-meringue]

We've had a couple more of these today. I've got one here - a 9000. I did a soft reset on it, when it came back up all the emails had disappeared (so it just says "no messages") and no new ones arrive, yet the user can still send emails.

Very strange.

[Boo-meringue]

A further update: I've noticed that when activating a Blackberry I am not getting the usual 5 days worth of historical emails - this is true even when I've deleted BB information from the user's mailbox and deleted them from the BES. Something is definitely up.

[TRlPPlN]

odd issues you have with your BB users. does this happen with a brand spanking new user? What OS version are the device on? Is the BES on the latest release 5.0.3 MR5?

[Boo-meringue]

How can I find out the exact server version? I've had a look around the BAS but can't find it. I'm activating a brand new user now to test - if it doesn't download the 5 days of historical emails then it'll confirm there's an issue.

[Boo-meringue]

Ok, so the new user did get the 5 days of emails. I've just updated the handset to the latest software (5.0.0.1137), I've also deleted the user and removed Blackberry data from their mailbox, then left 30 minutes before re-adding the user to the BES. This time the user did get the historical mails, so that seems to be a red herring (I'm still getting used to the new BES).

[TRlPPlN]

i'll have to check when i get back in the office how to check it via BAS. if you have access to the server that host bes you can easily find the version and build number via control panel add/remove programs or programs and features.

there will be times when updating the device to the latest OS, deleting them completely off bes and recreating them are mandatory. i just hope there isn't alot of users (100+) that's experiencing this issue.

[Boo-meringue]

This problem is ongoing. I have another handset exhibiting this behaviour in my hands (it's an 8300 on 4.5 software) and I'm determined to get to the bottom of this. I've had more than 10 users with this issue now and I'm worried it'll just carry on happening. There haven't yet been any reoccurances on the same handset, thankfully.

I do have access to the server. The BES version is 5.0.3 MR 4 (Bundle 107).

If anyone can give any troubleshooting tips it'd be much appreciated. Oh, the error I get when trying to use Blackberry Browser is "Unable to connect to the selected Mobile Data Service, please try again later. If the problem persists please contact your administrator."

[Boo-meringue]

Findings so far:

The affected user is showing "Result of last transaction to the device: Failed forwarding message" on BAS.

The last message the user received on the handset was on Friday evening - this is also the last message she was sent prior to the server's weekly scheduled reboot at 5am on Monday morning. I feel this may be important because, now I think about it, I remember other handsets displaying these symptoms after the weekend.

[Boo-meringue]

To follow up on this - I never did find the cause. As it turned out only 10 or so handsets were affected and I had to do a wipe and reactivation on all of them.