Weird BES email not arriving...

[dannymac77]

This has been happening alot randomly, customer will report unable to receive their BES email on the blackberry, but can send BES email fine, personal accounts can send/rec no problem. On the bb manager, it shows that it is delivering the messages to the handheld, no errors, no packets pending.

We have troubleshot by pushing service books, deleting service books, reseating the battery, wiping the handheld and performing another enterprise activation, all with the same effect. The only way that I have seen that makes this work, is to delete all the desktop service books,remove from the bes, re-add and perform another EA.

I even pulled another berry from another carrier, ea'd on this out of the box device and it still had the same issue, email would send, but no email would come in, put according to the BES all is working just peachy.

I could live with the fact if I had to remove from the BES, readd, etc except that it only temporarily fixes, usually within a month, they customer is calling back in again, reporting same issue. Anybody have any idea? We are a state agency and waiting for budget approval to renew our T-sub

[GlenB]

You dont mention what the underlying email system is but I would start by looking at the timestamp of when the message arrived in the mailbox (verifying it remained in the Inbox and wasnt moved to another folder by any client side rules) and then start digging around in the MAGT log file looking for the same time (and up to 15 minutes beyond) for any reference to this message and any failure accessing this users mailbox.