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Exchange mail on Blackberry Q10 stops

Posted on 2014-01-23
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Last Modified: 2014-02-09
I've got two Blackberry Q10s and each are configured to pick up email from the Exchange server 2003 running on SBS 2003. When I configure the email accounts on the phones email flows in and out perfectly well for about an hour and then it all stops. The email on the PCs and to the server continues as normal. If I delete the accounts on the Blackberries and then enter them back in again, they work again for about an hour and then stop.
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Question by:ClintonK
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39802761
Latest OS on the Blackberry 10 devices?
Although I would suggest an upgrade to Exchange 2003. The version of ActiveSync on there does not play well with the latest devices.

Simon.
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Author Comment

by:ClintonK
ID: 39802772
OK, but it works just fine with iPhones. I'm building a new SBS2011 server now so we'll see if that helps when I've got it deployed.

How can you tell what OS is on the Blackberry? The phones are quite new - only got them in the last few months.
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39803229
Go in to Software Updates in settings.
The OS is updated quite frequently - the latest is 10.2.0. 10.2.1 is due shortly (rumours are next week).
The device should have updated itself when configured for the first time, but if your service provider is slow with the updates, you may want to check yourself.

Simon.
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Author Comment

by:ClintonK
ID: 39803449
Just checked and it's 10.2.0.nnn so that seems OK
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LVL 11

Expert Comment

by:hecgomrec
ID: 39806583
I unfortunately have 5 phones like that in my current environment, at the beginning I thought it was something related to my old system, configuration or network error.

It is just Blackberry!!!.. It is a constant pain....  I tried almost everything...  push... no push... SSl... no SSL... POP... IMAP... ActiveSync... retrieve messages 15 minutes,  5 minutes, 1 week... same problem every time.

At the end I discovery that for some odd reason the OS will remove the password from the account if the phone has no internet connection.  The user most then go to the account settings re-enter the password and mail flow will start again.

I know it sounds weird but I haven't found any other solution yet... the weirdest thing is that these users are the company's owner and the like so much the social economic feeling attach to "Blackberry" that they don't complaint about the issue they just said "Ah Ok!.. is an easy fix".... of course when you keep in mind that before they have to back open their devices to pull the battery and wait for a forced restart to see if the device will recover from "deep freeze".

Any ways... if some one have something else please share it!!!! :-)
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Accepted Solution

by:
ClintonK earned 0 total points
ID: 39831128
I've upgraded the server to SBS2011 and the Blackberries now appear to be behaving themselves so it looks like it was something peculiar about SBS2003 (long outdated I know).
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Author Closing Comment

by:ClintonK
ID: 39845135
Upgrading to SBS2011 seems to have got rid of the problem but it doesn't tell us anything about why it didn't work on SBS2003. This solution was fine for me because I was planning a server upgrade anyway but for others who aren't then this solution would not be suitable. If you're stuck with SBS2003 and have the Blackberry problem then this won't be of help. (as a note, iPhones worked fine with SBS2003 so alternative #2 was to dump the Blackberries)
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