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KB11172 - Unable to receive email messages from the BES to the BlackBerry smartphone
 
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Old 08-23-2009, 09:12 PM
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Default KB11172 - Unable to receive email messages from the BES to the BlackBerry smartphone

KB11172 - Unable to receive email messages from the BlackBerry Enterprise Server to the BlackBerry smartphone


Environment

  • BlackBerry® Enterprise Server for Microsoft® Exchange
  • BlackBerry® Enterprise Server for Novell® GroupWise®



Overview

The BlackBerry smartphone user is unable to receive email messages from the BlackBerry Enterprise Server, but the BlackBerry smartphone user can send email messages from the BlackBerry smartphone. Personal identification number (PIN) messaging works; however, the pending messages count on the BlackBerry Enterprise Server does not increase.



Cause

Summary of Causes
This issue may be caused by one of the following:
  1. Folder redirection is not enabled for the BlackBerry smartphone user's inbox.
  2. Filters are blocking incoming messages.
  3. In the Novell GroupWise Quick Messages log (GWQM), the next interval for checking new messages is not in the current year. The log line would be similar to:
    Check New: End (1/1), T=0, New=0, NewLM=31/10/2010 1:02:32 PM
  4. The BlackBerry smartphone user has not subscribed to any folders that contain the messages. Look for a log line similar to the following in the GWQM log:
    [34057] (02/08 00:55:12):{0xF68} {39} {UserName} Subscribed Folders = 2: Mailbox, Sent Item



Resolution

Complete the appropriate resolution for your cause.
Cause 1
Folder redirection is not enabled.
Resolution 1
Please refer to KB04297.
Cause 2
Filters are blocking incoming messages.
Resolution 2
Task 1
Make sure filters are configured correctly by reviewing the steps outlined in KB05095.
Note: Any changes to the filters will take up to 45 minutes before they are activated and implemented.
Task 2
After 45 minutes, if email messages are still not being received on the BlackBerry smartphone, complete the following steps:
  1. Delete all filters on the BlackBerry smartphone.
  2. Change the default filter back to Yes by performing the following steps:
    1. On the Home screen of the BlackBerry smartphone, click the Messages icon.
    2. Click the trackwheel/trackball and select Options.
    3. Select Email Filters.
    4. Ensure the If no filters apply, send email to handheld option is set to Yes.
  3. Wait 45 minutes for the changes to take effect.
  4. Send email messages to the BlackBerry smartphone to test if messages are being received.

Cause 3
In the GWQM log, the next interval for checking new messages is not in the current year.
Resolution 3
Note: Please contact BlackBerry Technical Support Services to acquire the GWItemInfo utility in order to complete this resolution.
  1. Download the GWItemInfo utility.
  2. Run the GWItemInfo utility from the BlackBerry Enterprise Server, typing an item date for one day in the future. This should pick up all items not from the present year in the BlackBerry smartphone user's mailbox.
  3. Move the items to an offline folder or archive the messages to ensure the BlackBerry Enterprise Server is not picking up these messages on the next scan.
  4. End the GWCheckNew process to allow the BlackBerry Enterprise Server to login all the BlackBerry smartphone users again and start checking for new items.

Cause 4
The BlackBerry smartphone user has not subscribed to any folders that contain the messages. The BlackBerry Enterprise Server polls these folders for new messages.
Resolution 4
To subscribe to these folders on the BlackBerry smartphone, perform the following:
  1. From the Home screen of the BlackBerry smartphone, click the Messages icon.
  2. Click the trackwheel/trackball and select Options > Email Settings.
  3. Click the trackwheel/trackball and select Folder Redirection.
  4. Make sure there is a check mark next to the required folders.
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