Solved

Move Mail to Subfolder Returns to Inbox

Posted on 2013-05-23
6
580 Views
Last Modified: 2013-11-12
Hi there,

we have a Blackberry Enterpriseserver 5 with about 15 Users connected via SOAP to a Groupwise 8 Server.  
One User is not able to move Mails from the Inbox to a Subfolder.
In most cases the Mail Returns on the BB Device to the Inbox or the Mails are not show in Inbox or Subfolder any more.
On the Groupwise Client the Mails are not moved and where still in the Inbox.

Everthing else with the Blackberry is working (Receiving, Sending or Deleting Mails).

We already Updated BES to Version 5.0.4.31 and Groupwise to Version 8.0.4.
Also we wiped the BB Device, Deleted User in BES, Wait for 2 Hours and Activate the Device again. But the Issue still exist.

Has anybody an Idea?

Regards TREXMan
0
Comment
Question by:TREXman
  • 3
  • 3
6 Comments
 
LVL 32

Expert Comment

by:Rodney Barnhardt
ID: 39192390
My suggestion would be to look through the MAGT and DISP logs to start with for the user's email address. Any failures here may indicate what the problem is.
0
 

Author Comment

by:TREXman
ID: 39199263
Hello,

thank you für your reply.
I looked in to the MAGT Log and found the following.

Start:
{User} Receiving packet from device, size=157, TransactionId=307709980, Tag=145040, content type=CMIME, cmd=0x3
{User} Receiving OTAFM request from device, Tag=145040, TransactionId=307709980
{User} Receiving MOVE_MESSAGE request from device, Tag=145040, TransactionId=307709980, RefId=-2030915271, SrcFolderId=-3, DestFolderId=-55
{User} 'MoveMessage'  MailSyncId = 94998, RefId = -2030915271, GWID = {Groupwise Postoffice}

This Message Comes a several times:

{User}Retrying MOVE_MESSAGE. Status=1, Tag=145040, TransactionId=307709980, FailedMsgId=889
{User} Receiving OTAFM request from device, Tag=145040, TransactionId=307709980
{User} Receiving MOVE_MESSAGE request from device, Tag=145040, TransactionId=307709980, RefId=-2078231237, SrcFolderId=-3, DestFolderId=-224
{User} 'MoveMessage'  RefId = -2078231237, requeue move request, previous move duration 25 seconds.
{User} Failed to process MOVE_MESSAGE request, Tag=145040, TransactionId=307709980

And After 45 Minutes I get an Error:
Failed to process MOVE_MESSAGE request, Tag=145040, TransactionId=307709980.
MOVE_MESSAGE deleted in DB. Status=3, Tag=145040, TransactionId=307709980, FailedMsgId=889. Too many retries

At the same time, there is an Event in the EventLog from Windows.
'MoveMessage'  RefId = -1519446454  An unknown exception was caught.

But I can't find a solution for this.

Regards TREXman
0
 
LVL 32

Expert Comment

by:Rodney Barnhardt
ID: 39201720
Is it all messages, or just certain messages? There is a knows issue if the message was forwarded from an iPad.

The other question would be if it is possible the BES server is unaware of the new folders due to a problem with the database.
http://btsc.webapps.blackberry.com/btsc/viewdocument.do?externalId=KB24634&sliceId=1&cmd=displayKC&docType=kc&noCount=true&ViewedDocsListHelper=com.kanisa.apps.common.BaseViewedDocsListHelperImpl
0
Give your grad a cloud of their own!

With up to 8TB of storage, give your favorite graduate their own personal cloud to centralize all their photos, videos and music in one safe place. They can save, sync and share all their stuff, and automatic photo backup helps free up space on their smartphone and tablet.

 

Author Comment

by:TREXman
ID: 39225114
It doesn't affect to all Messages.
The error occurs when multiple messages were moved to different Folders.
That's what i figured out now.

If I just moved one or two Mails there is no Problem.

Maybe there is are restriction how many Mails can be moved in one Batch?

The Folders are displayed in the Default Mail User Configuration in the WebInterface from Blackberry Server. So BES knows the Folders, I think.


Regards TREXman
0
 
LVL 32

Accepted Solution

by:
Rodney Barnhardt earned 500 total points
ID: 39228784
Have you checked the logs on the mail server for that same time to see if it rejected the move for some reason?
0
 

Author Closing Comment

by:TREXman
ID: 39290396
We opened a ticket at the RIM Support.

Thanks for your help
0

Featured Post

Save on storage to protect fatherhood memories

You're the dad who has everything. This Father's Day, make sure your family memories are protected. My Passport Ultra has automatic backup and password protection to keep your cherished photos and videos safe. With up to 3TB, you have plenty of room to hold the adventures ahead.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Suggested Solutions

Let me explain this picture a little bit.  First, in case you haven't already guessed, you are looking at my 2 phones, an Android Samsung Galaxy S5 on the left and an iPhone 5 on the right.  They are on their respective cradles on my desk.  But, you…
Let Bitmoji into your life. Now is the time to learn a new language of smartphone messaging with this brief introduction.
This tutorial gives a high-level tour of the interface of Marketo (a marketing automation tool to help businesses track and engage prospective customers and drive them to purchase). You will see the main areas including Marketing Activities, Design …
Hi friends,  in this video  I'll show you how new windows 10 user can learn the using of windows 10. Thank you.

920 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

16 Experts available now in Live!

Get 1:1 Help Now