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Loss of data connectivity monitoring
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Old 02-28-2011, 08:11 PM
BES Activated
Join Date: Feb 2011
Posts: 1
Default Loss of data connectivity monitoring

Is it possible to monitor/review log files to see when a handheld stopped checking in to the BES server? I have a user who complains his email stops functioning on his BB over the weekends. No other user has this issue. My guess is he has poor service in his home. He is the one of the partners so I need to provide some good evidence of this occurring. Is there any ways to review logs to see when a phone stopped checking in with BES and then reconnected? I am using BES Professional 4.1.6
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Old 03-01-2011, 12:42 PM
BES Addict
Join Date: Feb 2009
Location: Toronto
Posts: 69

With BES 4, I don't think there is anything built in that will do this ... you could go 3rd party (E.G. boxtone) monitoring which would provide this featute. In BES 5 you can monitor this... I have one to let me know if select VIP's have not contacted the BES in 4 hours or so. This feature is available via the BES monitoring service.
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Old 03-04-2011, 12:05 PM
BES Administrator
Join Date: Jun 2010
Location: In the woods
Posts: 28

Just as a thought, put them on a static agent and check the logs for "out of coverage" 9 times out of 10 the end users are going into areas that have bad coverage (ie basement in their house, stuff like that) and they think it's the device issue. You could also user the out of coverage and mailflow tool from the BRK to put together a better understanding of mailflow to that device.
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Old 03-13-2011, 01:24 AM
BES Administrator
Join Date: Aug 2010
Location: Here & There
Posts: 32

Just like Felix said, look in the user's Messaging Agent log to see if the user is going out of coverage. To simplify the search, use TextPad and search for the user's email address. TextPad will bookmark the matches. Copy and paste into a new tab. Comb through the entries to see if the device is going out of coverage.

Or in the BRK, use the Log Analysis Tool's Message Flow Tool to track the user's messages. When is the BES seeing the message, when is it sent out, when does the BES receive the delivery confirmation, etc. The Log Analysis Tool is part of the AMT.
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