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hdawg · #1 (**permalink**) 07-02-2009, 10:59 AM

KB18549 - Redirection for the inbox folder is turned off after the BlackBerry Enterprise Server receives a PURGE_MESSAGE_LIST command from the BlackBerry smartphone

Environment

BlackBerry® Enterprise Server version 4.1 SP6 for Microsoft® Exchange
BlackBerry® Device Software version 4.1.0 to 4.7.1
SDR353296
SDR354503

Overview

The BlackBerry smartphone is sending a PURGED_MESSAGE_LIST command and the BlackBerry smartphone user is not enabled for PURGED_MESSAGE_LIST processing. This can be verified by checking the eventlog, BlackBerry Alert Log and the BlackBerry Agent Logs.
After the BlackBerry Enterprise Server receives this command from the BlackBerry smartphone, it attempts to process it but fails. It then processes the next command in the OTAFM batch which as part of the PURGED_MESSAGE_LIST command is a MODIFY_FOLDER command. Since the PURGED_MESSAGE_LIST command failed, the MODIFY_FOLDER command should not be attempted but the BlackBerry Enterprise Server does execute this command. This results in some folders being disabled for redirection.
In the Event Viewer:

Event Source: BlackBerry Messaging Agent BES01 Agent 1
Event Category: None
Event ID: 20394
Date: 5/31/2009
Time: 6:02:43 PM
User: N/A
Computer: BES01
Description:
The description for Event ID ( 20394 ) in Source ( BlackBerry Messaging Agent BES01 Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing.

In the Alert Log:

[30000] (05/31 18:02:43.012):{0x914} [Alarm::ActivateAlarm] Queuing alarm: | BlackBerry Messaging Agent BES01 Agent 1 (Application Event Log on BES01) | 05/31/2009 18:02:43 (AFFF4FAA) -> {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing

In the Agent Log for the same time frame (the 5 key lines are in bold):

[40000] (05/31 18:02:42.949):{0x145C} [BIPP] Received datagram, Tag=43818
[40700] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving packet from device, size=2561, TransactionId=269933713, Tag=43818, content type=CMIME, cmd=0x3
[40698] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving OTAFM request from device, Tag=43818, TransactionId=269933713
[30219] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received PURGED_MESSAGE_LIST from device, Tag=43818, TransactionId=269933713
[20394] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing
[40864] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Received MODIFY_FOLDER from device, Tag=43818, TransactionId=269933713
[40717] (05/31 18:02:43.528):{0x16B0} {test.user@domain.com} SetFolderState - Saved Folder State. FolderID=-4, ParentFolderID=-1, FolderNameHash=14675511, SyncInProgress=false, Redirected=0
[41079] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} PagerImp::SaveChanges: changed items = 32, 34, 35, 83 Size = 20
[30197] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending OTAFM_CONFIG to device, ServerSupport=207, UserConfig=63, Conflict=1
[40583] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending packet to device, Size=46, Tag=102254, TransactionId=-904470219

Note: This log line may vary depending on the BlackBerry Device Software version.

Cause

The BlackBerry Enterprise Server is receiving an OTAFM batch from the BlackBerry smartphone which contains multiple commands. The BlackBerry Enterprise Server should be ignoring all the commands in this batch, but it does not and the BlackBerry Enterprise Server processes the MODIFY_FOLDER command which turns off redirection for the Inbox.

Resolution

This issue has been corrected in BlackBerry Enterprise Server Maintenance Release 7. Apply 4.1.6 MR7 to the affected servers. Once MR7 has been applied the BlackBerry Enterprise Server will no longer process the MODIFY_FOLDER command in the OTAFM batch. BlackBerry smartphone users which have previously had their inbox redirection turned off due to this issue will need to have their inbox redirection re-enabled manually, on the BlackBerry smartphone, using the BlackBerry® Desktop Manager email settings or by the system administrator using the BlackBerry Manager for the BlackBerry Enterprise Server.

Workaround

Monitor BlackBerry Enterprise Server logs and Windows® server Eventlogs for the PURGED_MESSAGE_LIST command and take corrective action as needed to re-enable folder redirection for affected BlackBerry smartphone users.

For further assistance, contact BlackBerry Technical Support.