BlackBerry® Enterprise Solution

[samkenny]

We're seeing a problem for one particular user whereby when they are emailed a contact (either from another Blackberry or Outlook), the user cannot then send an email to that contact from their Blackberry. 

The user opens the attachment, selects the email address and then 'Email <Contact Name>' from the menu.  They then get a red X in the mailbox and a message saying 'address cannot be read'.

I cannot reproduce the problem on any other Blackberry account no matter how hard I try.  The user in question has the same problem on multiple Blackberries (all Torches) and for all contacts emailed to them.

There are no other issues with email for this user on their Blackberry.  I have resent Service Books and the user has also popped the battery multiple times.

Any ideas?

Thanks very much,

Sam

[samkenny]

The user opens the attachment, selects the email address and then 'Email <Contact Name>' from the menu.  They then get a red X in the mailbox and a message saying 'address cannot be read'.

I cannot reproduce the problem on any other Blackberry account no matter how hard I try.  The user in question has the same problem on multiple Blackberries (all Torches) and for all contacts emailed to them.

There are no other issues with email for this user on their Blackberry.  I have resent Service Books and the user has also popped the battery multiple times.

Any ideas?

Thanks very much,

Sam

[sdgardne]

Hello -- is this a BES environment?

[samkenny]

Yes.  Sorry, I guess I should have stated that to begin with.

It is a BES environment.  We are running 5.0.3.31.

[knottyrope]

possible the users has an old contact with wrong email address?

or using GAL remote lookup?

[samkenny]

Thank you for replying.

Good idea in terms of the old contact.  We had checked for this and it is not the case.

All contacts being sent to the user are new, external, users - and the contact has the email address in it.  Can you please elaborate on your quesion about 'using GAL remote lookup'.  Because these users are external they would not be in the GAL.

Thanks

[knottyrope]

Set user on static agent, have them send a new contact and see wht the logs show if any thing.

default location :\Program Files\Research In Motion\BlackBerryEnterprise Server\Logs

Also look in event veiwer to seef if any errors or warnings pertain to your issue

Please post back the log info minus personal info

to isolate an affected user on a static messaging agent , then look for the MAGT log for that agent (while trying to send/receive messages). The format you'll be looking for is:

BESName_MAGT_##_yyyymmdd_####.txt

Where the first pair of digits are the Agent ID you set.

[samkenny]

Thanks for this.  It may take a few days to contact the user and reproduce the issue.  But the user has been setup on static agent and can thus review the logs when it occurs.

Thanks again for your help - will post when I have more information.