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BES User out of coverage

Posted on 2011-03-12
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Last Modified: 2012-06-27
Hi


Running BES 4.1.7 with a Bold 9700 device.


I have one user who is getting delayed emails - basically coming in bunches every hour or so. Everyone else is fine.


Checking the BES logs, it says that he's out of coverage for a lot of the time, but his 3G signal and RIM connectivity look good on the device.


Are there any troubleshooting steps we can take to find out where the problem is? Anything to do on the handheld itself?
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Question by:smith1974
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Mike Sullivan earned 2000 total points
ID: 35126766
Try updating the handset to the latest version of the handheld software. If it is already up to date, ask him to pull the battery, give it 10 seconds and reboot.

On the server, check the 'Last Contact Time' for his handheld and see if there is a protracted duration where the handset doesn't update.

Finally, check with the mobile network to see if there are any known problems with the GSM/3G/BlackBerry services in that area.

Let us know how you get on.
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LVL 14

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by:Mike Sullivan
ID: 35242330
Hi smith1974,

How did you get on with this?
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