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Blackberry's not receiving email from BES/Exchange

This morning i have had approximately a dozen of our Blackberry users call me regarding their Blackberry handsets are not longer receiving email.
We run a BES in Seattle, and our exchange server is in London.
When i check the application log in the event viewer on the BES there are several error messages, as detailed below:
[SYNC-PIMConnector] Failed to send data to Exchange connector, error is USER_NOT_STARTED

[SYNC-DSession] No XML Request[s] is successfully sent to PIM conectors[s]. [Paul Harraghy:369,SID 764404860, CLID=1987, ECLID=52]

I've restarted the BES, but emails are still not coming through to the handsets.

Any ideas ?
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AndrewLeg
Asked:
AndrewLeg
2 Solutions
 
splashdamageCommented:
Have you checked network latency between the BES and the Exchange server? High latency is most likely the problem.
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ALogvinCommented:
In RIM's install guide, it does mention the importance of keeping your BES latency to the Exchange environment low. MAPI connections are pretty bad about that in particular.

Offhand, I would say this issue is due to latency issues... if you dont have an Exchange server here in the US, i would recommend you move your BES as close as possible to your Exchange boxes.

I made my server guys move them to the same rack even... and same subnet.
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technical_roccCommented:
Another common cause for this issue is the blackberry server account is set to "hide from exchange address list". Removing this setting in active directory  resolved the issue for us.
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