Users sometimes not receiving emails on Curve 9360s

[bes2011]

We recently upgraded all our company blackberries within the past month. The majority of people got Curve 9360s (some got Torches and Bolds, but those do not seem to have these issues).

We run a BES 4 server environment.

Over the past week I have had calls from at least 4 people who were not receiving emails. The usual battery pull fixed the problem for them. 2 others however needed to have their Blackberries wiped and accounts recreated on BES. Once I re-created their accounts and reprogrammed their device, they began to work again (so far). The 2 who had to be rebuilt could send emails from their device, but not receive.

Anyways, it's very frustrating and I would really love to know how I can prevent this.

Is there something I can do either on the BES server or on the devices themselves that might help? Would upgrading the BES server to version 5 help at all?

Any help is appreciated!
Thanks

[TRlPPlN]

any event logs on the bes server that pertains to these users? do you have a spare 9360 that you can test on and replicate with your own account?

also you should actually migrate to a newest 5.0.3 mr5. RIM is going to stop support on bes 4.x

[bes2011]

I do not see any arrors pertaining to these particular users in my log. I did however have hundreds of errors all at the same time last night (no one was reporting any problems at this time, so I don't know if it is related).

Event Type: Error
Event Source: BlackBerry Dispatcher BBSERVER
Event Category: None
Event ID: 10000
Date: 11/4/2011
Time: 9:41:36 PM
User: N/A
Computer: BBSERVER
Description:
[DIAG] Error telling the debug trace file position : Permission denied (error : 13)


As for the device, I do have a Curve myself but have not experienced the problems. Unfortunately I have not even seen the problem first hand, it of course happens at night or on the weekend and I troubleshoot on the phone.

We are planning to build a new server with BES 5, it just hasn't been a priority as the old one is (was) working fine. If this could be a contributing factor to this problem then we'll have to start it sooner. Strangely though we have had these new devices about 1 month and the problems really only started this week.

Am I right in thinking that this is either a BES or Device problem, and nothing to do with our mobile provider?

[bes2011]

Actually I was mistaken (looking at the wrong date) in my logs I do have messages for one of the users in question. This user was one that I had to wipe the device and recreate his BES profile. The other people who simply required a battery pull do not show any errors.

Event Type: Warning
Event Source: BlackBerry Messaging Agent BBSERVER Agent 1
Event Category: None
Event ID: 20265
Date: 11/5/2011
Time: 12:22:02 PM
User: N/A
Computer: BBSERVER
Description:
{user@domain.com} MAPIMailbox::Send(ppMAPIMessage) - SubmitMessage (0x80004005) failed

and

Event Type: Warning
Event Source: BlackBerry Messaging Agent BBSERVER Agent 1
Event Category: None
Event ID: 20000
Date: 11/5/2011
Time: 12:22:03 PM
User: N/A
Computer: BBSERVER
Description:
{user@domain.com} Send() failed: ERR_MAILBOX_FULL, Tag=3852595



The hundreds of errors that I posted in the previous message we actually from the night before this user experienced his problems.

Strangely enough, the error indicated a full mailbox, however I checked his exchange settings and he has no limits. On top of that, he was still receiving his emails in Outlook.

[TRlPPlN]

any size limit policies on mailboxes?

[bes2011]

Actually, he did have a size restriction in place and also got a warning this weekend that he was near his limit. The weird thing was though that his email arrived in Outlook, so I am not totally convinced that this is necessarily the problem. He also tells me that he had this message all the time with his old blackberry and it was never an issue. I have removed the restriction just to rule that out now.

[bes2011]

The same thing has just happened now to a 3rd user who needs to be rebuilt. he did not have any mailbox full messages or errors showing in the server log.

[bes2011]

3 more people today and 2 of them Torches, so it is apparently not only affecting Curves.

[TRlPPlN]

wow..at least now we know it's not a device issue. I'm assuming this started to happen only after upgrading the devices with newer OS's. Did you get a chance to build a new server yet? Oh when was the last time the BES was rebooted?

What kind of email server are guys using (exchange, lotus..) .

[bes2011]

In case anyone else has this problem, I believe I have found a solution.

Upgrading from 4.1.6 to 4.1.7 seems to have fixed the problem (at least no more issues since the upgrade anyways). Any users who had the problem before the upgrade though may continue having problems until you re-create their BES account and re-configure their phones.

[TRlPPlN]

glad it's fixed. g/l with migrating to 5.0.3 mr5.