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KB15027 - Can send but not receive email messages after returning to an area with ...
 
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Old 09-02-2009, 09:47 PM
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Default KB15027 - Can send but not receive email messages after returning to an area with ...

KB15027 - Can send but not receive email messages after returning to an area with good signal coverage


Environment

  • BlackBerry® Enterprise Server version 4.1.3 Hotfix 4 for Novell® GroupWise®
  • SDR158479



Overview

After returning to an area with good signal coverage, the BlackBerry smartphone user can send but not receive email messages.



Cause

BlackBerry smartphone users will be marked as out of coverage by the BlackBerry® Infrastructure when they turn their BlackBerry smartphone off or go into an area with poor signal strength. The BlackBerry Infrastructure will notify the BlackBerry Dispatcher of the BlackBerry smartphone user's coverage status, so that the BlackBerry Messaging Agent is aware of the current coverage status, and will stop polling the database for new email mail entries until the BlackBerry smartphone user returns to coverage.
When a BlackBerry smartphone user returns to an area with good coverage, and there is some data generated by the BlackBerry smartphone (known as Message From Handheld (MFH) traffic), the BlackBerry Messaging Agent should be notified by the BlackBerry Dispatcher that the BlackBerry smartphone user is sending data again, and thus mark the BlackBerry smartphone back in coverage and continue polling for new mail items.
If the Server Routing Protocol (SRP) connection for the BlackBerry Enterprise Server is dropped, even for a brief moment while the BlackBerry smartphone user is out of coverage, the BlackBerry Dispatcher will change the BlackBerry smartphone user's coverage status to in coverage. However, the BlackBerry Messaging Agent will not be notified that the coverage status has changed and the BlackBerry Messaging Agent will continue to operate as if the BlackBerry smartphone is out of coverage.
This means that when the BlackBerry Dispatcher receives a packet of data from the BlackBerry smartphone (MFH traffic), the BlackBerry Dispatcher will already have the BlackBerry smartphone user marked as in coverage, and will not notify the BlackBerry Messaging Agent of any change in the coverage status for the BlackBerry smartphone user. The BlackBerry Messaging Agent will not see the BlackBerry smartphone user's coverage status as in coverage until the BlackBerry Controller is restarted.



Resolution

This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.



Workaround

To workaround this issue, restart the BlackBerry Controller.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
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