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BES Activated 8703e Not Receiving Emails

I have a user who has all of the sudden stopped receiving emails on his Blackberry. He receives the email on his laptop in Outlook but not on the phone. He can send emails from the blackberry as well.

I ended up deleting him COMPLETELY from the BES server and re-activated him. It sync'ed all of his contacts but none of his calendar or emails. Again, he can send an email but not receive.

None of our other 25 blackberry users are having this problem.

Any ideas?

jdera

First thing to try is to delete the service book on the BB device from Options > Advanced Options. You will have to delete one by one and you will not be able to delete them all. Then resend the service book from BES and wait 20 minutes. After that then reconcile on the bb device.

r270ba

ASKER

How do I reconcile the device? I have deleted the service book and resent.

r270ba

ASKER

All of the service books appear to be back. I went to the Messages and did Reconcile Now but no luck. Is that the right Reconcile? I also still do not have the Calendar appointments on the blackberry either.

jdera

That was it. The next thing since he is the only one who is being affected. I would suggest you check the permissions in the AD account to make sure the correct permissions are there. If that is set correctly, then the next thing I would do is backup the bb device and do a wipe handheld and then restore it. I hate to say that since I leave that as a last resort, but it may save some time troubleshooting in this case.

r270ba

ASKER

Nothing in AD should have changed. What should I check for?

Unfortunately, I have actually already done a wipe on the handheld before I posted this on EE. Any ideas?

jdera

The next thing to check is contact the carrier to make sure the provisioning is set correctly on the phone. Sometimes the provision can cause issues on the phone.

r270ba

ASKER

So I should contact Verizon tech support?

jdera

Sure they would be able to tell you. Just ask them if the provisioning has been set for the data plan for this phone.

r270ba

ASKER

Ok so the phone is provisioned properly but she did have me check the SIP Password on the phone and that password was incorrect. We have changed the password and are waiting to see if this fixes the problem. She said it would take a few minutes to start receiving data. I will let you know if this works.

The steps to check the SIP Password are as follows:

Dial ##000000
Hit Send
Check and make sure the SIP Password is set to vzw (all lowercase)

If not, add 'vzw' (without the ' ') and save.
The phone will reboot.
It should start working in a few minutes.

Again I am not sure if this will work or not but I wanted to add the steps in to add to EE. I will update this case when I know if it worked or not.

jdera

That is unusual, hopefully that was it. Was this always used under a Verizon plan? Since its and 8700, it has been around a while.

r270ba

ASKER

Yes it has always been Verizon. I am really unsure as to how that could have been removed but I have definately, as I am sure you have, seen people do stranger things :).

I have spoken with my guy and he still has not received emails. When he gets into a good coverage area, I am going to have him reactivate with BES.

It will probalby be tomorrow before I update the case.

r270ba

ASKER

Ok so that totally did not work. Apparently, the SIP does not really have anything to do with data connection? After callling Verizon back, the lady tells me that it is a server problem (I don't think she was giving me the run around) and that I needed to contact RIM support. Since you guys are my "RIM support" I am contacting you again. She said something about checking the bes messaging agent?

Any ideas?

r270ba

ASKER

Alright I know this thread has been stagnant for a bit but...my user's email is working but not calendar. Any more ideas?

jdera

I know it was referenced above, but have you actually double checked the user's permission in AD?

r270ba

ASKER

What are the permissions I need to check for in AD. I will double check them.

jdera

Go to ADUC, select view, Advanced Features. Go to the AD account of the user affected. Under the properties the BES admin account should have inherited permissions to the account via Send As and Special Permissions.

Also what software version is running on this bb device?

r270ba

ASKER

He does have the Send As and Special Permissions inherited. His BB version is as follows

Blackberry 8703e Wireless Hanheld 4.1.0.377 (Platform 2.2.0.176)
Cryptographic Kernel v3.8.3.7

jdera

Also can you confirm that is all email not being received or is it only some? If it is only some email, does the user have filter rules in Outlook setup to put emails in subfolders?

r270ba

ASKER

Acutally the email is being received now. He can send and reply to email. The problem now is that his calendar is not syncing.

ASKER CERTIFIED SOLUTION

jdera

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r270ba

ASKER

This question was never answered. However, I appreciate the help and I am going to award points for effort :). The problem just kind of "fixed itself".