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Blackberry's not receiving email from BES/Exchange

Posted on 2008-10-30
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Last Modified: 2009-03-01
I have the same issue described in question 23770880 however I don't think latency is my issue since my BES and Exchange server are on the same box (I know RIM recommends that you don't do that but I didn't have a choice when it was installed and it has worked fine until 2 or 3 days ago).  Exchange is running fine but just can't get communication with the devices.  Server was restarted and all individual Blackberry services were restarted as well.  Any help as to next troubleshooting step would be appreciated.
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Question by:rohnlawadmin
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Expert Comment

by:kguy18
ID: 22843627
Did you try reactivating (enterprise activation) the devices?
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Author Comment

by:rohnlawadmin
ID: 22844125
Tried that both OTA and plugged in and neither worked.
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Expert Comment

by:monorail1
ID: 22845479
Can the handhelds to a GAL lookup from the address book? Are all BES services running? Can you try resending the IT policy & service books to 2 test handhelds? Can they send out? What BES-related entries appear in your application eventvwr?


~ CFJ
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Expert Comment

by:ALogvin
ID: 22845884
Look at the application event logs on the server, and see if any BlackBerry ones pop out, specifically Messaging Agent ones. Also, check out your Logs directory where the BES is installed... look at the MAGT logs. These are typically quite big, but scroll to the bottom and see if you can find any errors or problems.
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Author Comment

by:rohnlawadmin
ID: 22851000
Have tried everything listed and still not working.  I even uninstalled the BES from the Exchange box and reinstalled on a member server utilizing RIMs detailed instructions and I'm still getting the same result.  I have opened a service request with RIM since I'm not getting anywhere.  Log files on the SQL server don't reveal anything and I'm not seeing any event log errors on the new BES.  Old BES had lots of 16029, 16058, and 20049 errors.  I am sure those tell something but not sure what.

16029 - [SYNC-DSession] No XML Request(s) is successfully sent to PIM connector(s). (******:32, SID=1239401200, CLID=89754, ECLID=8)

16058 - [SYNC-PIMConnector] Failed to send data to Exchange connector, error is USER_NOT_STARTED.

20049 - HandleSyncRequest - Session to BES Agent is not established for user /o=DOMAIN/ou=First Administrative Group/cn=Recipients/cn=******.32
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Accepted Solution

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rohnlawadmin earned 0 total points
ID: 22867296
Never did completely figure out what caused the initial problem but it was resolved by installing the BES on a member server that did not contain Exchange.
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