Emails delayed on device

Ok,so probably the most common problem, but have searched the net and stil can't see an issue to this.

BES 4.1.7 and user has 9700, latest firmware.

User says he is having emails coming in about 5-10 mins late on device, even though has full signal. Other users on same server/ Messaging Agent are fine.

Have hard rebooted device, did not fix the issue. Have wiped and reactivated the user, has not fixed issue. Other users on same carrier are fine. PIN messaging is also slow (not sure what this implies though).


Any ideas?
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bruce_77Asked:
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ewkellyCommented:
If the pin messaages are also slow it is probably not your issue, call your provider.
I have had an issue that sounds the same and it was a setting at their end.
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bruce_77Author Commented:
So pin to pin messaging is not using the BES is it? It's carrier only?
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martin_seaCommented:
test the routing path of the email been received or send.  the header value would be containing th details and even at every hop receiving the email you can cehck at what time the email was received so you can check where the delay is happening. at any point in time the email is always received at the user home server so check if he is receiving the mail on tim eon its home server and the time difference.

is the email been received at the SMTP server on time chekc all routing path.  
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Iain MacMillanIT Regional Manager - UKCommented:
if all other users are fine and the server is working ok and not under heavy load, then the issue is likely with the carrier, could be an APN or config glitch on their network.  contact your support rep and raise a ticket with them to fix.

you can also force change the APN link, by either removing the sim card from the device, power-up and leave it for a few minutes, then pull battery and re-insert sim & power on.  This will force the device to reset and build its network link again.  You can also force change your carrier network, so that its on SOS calls only and then set back to your actual carrier -- this should have the same effect and usually what your carrier gets you to do first, before they bump the call up to 2nd/3rd line support.
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bruce_77Author Commented:
Thanks IainNIX, this fixed it below

"you can also force change the APN link, by either removing the sim card from the device, power-up and leave it for a few minutes, then pull battery and re-insert sim & power on.  This will force the device to reset and build its network link again"

Is this not the same as performing a reboot by removing the battery for a sec and then powering on with the battery on?
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Iain MacMillanIT Regional Manager - UKCommented:
not quite the same, the 'missing' sim card, makes it drop all its known connections as their is no carrier uplink.  just a battery pull and restart can sometimes use the same known APN.
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bruce_77Author Commented:
Thanks all.

Last question -

PIN to PIN messages being slow? What does this indicate? The PIN to PIN messages avoid the carrier though don't they? Or is it that they avoid the BES infra?
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Iain MacMillanIT Regional Manager - UKCommented:
they usually briefly touch the carrier's network for delivery, but are primarily carried/distributed/routed via the RIM NOC network.  depends on location of handsets and country - if both devices are in a large country like US, it may need to travel through a few networks to get there.  are using BB Messenger 5.02??

if you compare other handsets on your group, and see if they get the same results, you could speak to your carrier to make sure everything is ok, they maybe giving PIN messaging a lo priority on their side.
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bruce_77Author Commented:
Ah ok - so if we ever have a problem and PIN-PIN messaging is fast, but normal email delivery is slow, we know that the issue is with the carrier?

Likewise, if the PIN-PIN messaging is slow as well, then ?
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Iain MacMillanIT Regional Manager - UKCommented:
then you would have issues connecting to the RIM NOC and the carrier.  slow emails could also be caused by the BES server (if its perhaps over-loaded or having other network/DNS/firewwall issues).
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bruce_77Author Commented:
So PIN-PIN messages avoid the carrier or the BES? Sorry, just not getting this point :)
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Iain MacMillanIT Regional Manager - UKCommented:
pin to pin skip the BES -- still need to carrier to carry the data the last leg from the RIM NOC network to the handset.
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