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Strange Blackberry/BES issues
 
  #1 (permalink)  
Old 08-11-2010, 10:40 AM
BES Activated
 
Join Date: Aug 2010
Location: UK
Posts: 3
Default Strange Blackberry/BES issues

Hi there,

I'm new to this forum as an IT administrator with an unusual Blackberry issue I'm really hoping someone can shed some light on - given the lack of detail I'm not expecting an answer but any advice would be appreciated.

The company has a Windows SBS 2003 server (Exchange Server 2003 SP2) onto which BES 4.1.4.3 has been installed. One user is currently configured to use this and it's been working for several months with no problems - I however did not set it up and confess to limited knowledge on Blackberrys and BES.

He has gone abroad and the phone has stopped working properly. One problem is that due to time differences etc. it's hard to get hold of him and what little information I have is third-hand. From what I can gather, he can see that new emails are coming in but cannot access them. The same MAY or may not apply to texts. He has spoken to the network provider for some time with no fix and they say the problem is with the server. He has done a hard reset twice with no fix. I have restarted all the BES services with no fix.

I have looked in the BES logs and it appears that the device is being regularly contacted and emails are being passed to it. In BES manager the device shows up and the last sync time is never more than a few hours before and does change regularly so clearly something is happening.

Is there anything else I can check, is this a familiar problem to anyone or is this simply too little to go on (as I suspect!)?

Thanks in advance,

Phil
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  #2 (permalink)  
Old 08-11-2010, 03:53 PM
RadHaz75's Avatar
BES Expert
 
Join Date: May 2009
Location: Philadelphia, PA
Posts: 98
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what is the time on the device compared to where he is. messages are stamped with the time of the device when they arrive and are sorted chronologically.

if he didn't update his time zone or the date/time are wrong, its possible the messages are being delivered and marked as the current time the device is showing, which is in the past so the messages are being filed lower down in the messages list and not to the top as you would expect.
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Old 08-12-2010, 03:42 AM
BES Activated
 
Join Date: Aug 2010
Location: UK
Posts: 3
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Hi, thanks for the reply.

He's checked the time and date and they are correct.

I resent the activation password from BES last night in the hope this might spur the device into life. I've since had contact with him and confirmed the following:

He can see new emails and texts coming in but can't open them through the email icon or any other way (his description). He can SEND emails and texts OK and can make/receive calls and browse blackberry messenger. If the email icon does respond, it opens blackberry messenger (again, his description not mine).

He's entered the new activation code as I sent it and he says it has now gone through the process of verifying encryption process > encryption verified > waiting for services and it's stuck here, has retried twice with no success.

Any more help is greatly appreciated!

Thanks,

Phil
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Old 08-19-2010, 12:26 AM
BES Activated
 
Join Date: Aug 2010
Location: India
Posts: 1
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This might seem out of place but I really need some help here. I have some BB logs that I have to decipher. Can someone please tell me how to read the sync logs for the BES? Or at least direct me to some credible sources?

Any help is greatly appreciated! Thanks!

FaP
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  #5 (permalink)  
Old 08-19-2010, 03:37 AM
BES Activated
 
Join Date: Aug 2010
Location: UK
Posts: 3
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Yes it is out of place as hardly anyone but me will see your post and I know almost nothing about Blackberrys...you'll get more results with a new thread. That said...

Hdawg has written a series of posts on how to read the logs which I found pretty useful.

BES Logs ... What's in them? Part 8 of 20 (MDAT log) - Port3101.org : Your BES Connection

This happens to be part 8 of 20 but there's a link to the previous one in each post.

The original subject of this post has been put down to a phone fault and we're not investigating further at the moment until the phone's been changed.
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