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Move Mail to Subfolder Returns to Inbox

Posted on 2013-05-23
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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
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Question by:TREXman
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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.
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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
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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
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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
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LVL 32

Accepted Solution

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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?
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Author Closing Comment

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

Thanks for your help
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