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KB15371 - Email messages are not delivered to the BlackBerry smartphone (GroupWise)
 
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Old 02-11-2009, 09:27 AM
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Default KB15371 - Email messages are not delivered to the BlackBerry smartphone (GroupWise)

KB15371 - Email messages are not delivered to the BlackBerry smartphone as a result of too many events queued by the Novel GroupWise SOAP connector


Environment

  • BlackBerry® Enterprise Server software version 4.1.x for Novell® GroupWise
  • Simple Object Access Protocol (SOAP)
  • SDR166571



Overview

Some BlackBerry smartphone users stop receiving email messages on their BlackBerry smartphones due to too many events queued by the Novell GroupWise SOAP connector.
The Novell GroupWise SOAP connector log will contain many entries similar to the following:
[34495] (04/02 17:23:21):{0x8E8} {0} {Test User} SC_EVENTS_GETMORE
[34489] (04/02 17:23:21):{0x8E8} {0} {Test User} SC_RIM_BES_P1 Events: Queued=0, Preprocessed=0, Overlap=256



Cause

This issue may be caused by any of the following:
  1. The BlackBerry smartphone user is working offline causing events to queue up.
  2. A high traffic BlackBerry Enterprise Server cannot process all the events for the affected BlackBerry smartphone user.



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 work around this issue, restart the BlackBerry Enterprise Server. If this issue occurs often, load-balancing BlackBerry smartphone users between BlackBerry Enterprise Servers may decrease the frequency.
Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
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