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Tracking messages Blackberry users - Exchange 2010 + BES Express 5

Posted on 2014-10-02
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Last Modified: 2015-02-14
Hi experts,

Situation: user claims message was not delivered to Blackberry device.
Environment: Exchange 2010 + BES Express 5.0.4

I run a report with Blackberry Message Flow reporting tool and i can see messages being delivered and sent from the device (Type - MTH, MFH). I now also have EntryID, RefID, AGT Tag, time etc.

Question: how can i link/verify the message with subject "Hello world" is the message processed by BES under EntyID 123. Is there any information written back to Exchange logs by BES?

You do not have access to BB device.

Thanks in advance
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Question by:Excel
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3 Comments
 
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Assisted Solution

by:Rodney Barnhardt
Rodney Barnhardt earned 250 total points
ID: 40359282
I am guessing based on what you said above that you have looked at each of the logs mentioned in the message tracking KB24670?  I am not aware of an automated message sent back to exchange. For testing, if you send and email to the user with the subject <confirm>, this will automatically force the device to send a received confirmation. It is a built in tool. However, the MAGT log is used to confirm delivery to the device with the entry "DATA_ACCEPTED."

You can enable device debugging, which will give you more detail. That process is described here:
http://www.zensoftware.co.uk/kb/Knowledgebase/Tracking-email-messages-to-a-BlackBerry-Enterprise-Server-activated-BlackBerry-smartphone
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Accepted Solution

by:
Excel earned 0 total points
ID: 40365426
Hi Rodney,
Thanks for your comment. KB24670 is a good read but i wanted to know if any BES logs information eg. EntryID, RefID, AGT Tag, time etc.

In that time i have contacted BES support and I've got an answer.
Once you have message time stamp  and RefID from BES logs (handy to use Message Flow Reporting tool), with MFCMAPI tool you can verify the message with a subject in question is or is not the message with RefID from your BES logs.

KB30324

To view the RefID  of a particular message using the MFCMAPI utility, complete the following:

    Download the MFCMAPI utility from Microsoft® from http://mfcmapi.codeplex.com
    Double-click the MFCMAPI.exe file and click OK.
    Click Session > Logon and Display Store Table.
    Choose the user's MAPI Profile and click OK.
    Double-click the entry that shows the name of the mailbox under the Display Name heading.
    Select Root Folder > Top of Information Store > Inbox.
    In the Inbox folder, select Open Contents Table from the Actions menu.
    Select the message that the RefID is needed for.

Note: To locate the RefID, look for the Named Prop Name column that has a value of PR_RIM_MSG_REF_ID in the bottom pane. Click this line and follow it to the left. The RefID is present on the same line, under the Value column.
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Author Closing Comment

by:Excel
ID: 40609544
Solution provided by BB Support
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