BlackBerry® Professional Software and BlackBerry® Enterprise Server Express

[tdoyle-nmi]

Hi,

Thanks for reading. I've got a BPS server and a single Exchange 2003 server.  10 users are working fine.  One user has issues where messages stop syncing to handheld randomly.  After battery-pulling the handheld, the sync resumes ok. Hours later the sync stops again. The user upgraded to a new phone, and the same problem continues.  All other users on the server are running just fine.  I checked permissions and everything is as it should be, as far as I can tell.  We've tried numerous wipes and reactivations. Has anyone else seen this issue? 

Thanks

Tim

[knottyrope]

You need to check out the BPS logs to find out where it is hanging up.

Open the BlackBerry Server Configuration application in the start menu and you should see a logging tab.  It'll point you to where the logs are kept.

Look around by searching the user name and the time when it happened last.

If unsure post it here with names/numbers removed.

[tdoyle-nmi]

Thanks for your help.  I've found the following entries repleatedly in log files for the particular user.  Any light you can shed on these is appreciated!

[30000] (07/16 11:27:48.314):{0x8C4} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent BLACKBERRYSRVR Agent 1 (Application Event Log on BLACKBERRYSRVR) | 07/16/2009 11:27:48  (AFFF4EF8) -> {user@email.domain} Synchronize() failed: ERR_FAIL, Tag=113489

40005] (07/16 06:13:25.110):{0xDBC} {USERNAME} Update request received. Target=Alarms, UID=1, CmdID=-1097, status=200

10000] (07/16 11:29:34.189):{0xB10} [SERVICE_RELAY_SESSION34950997:00c05610] Service transaction not found. SERVICESESSION_TAG=6161225

[knottyrope]

Do you have a different SmartPhone you could try?

Need to rule out the device first.

Was this user ever a Domain Administrator or have elevated rights?

[tdoyle-nmi]

Well, as I said before, the issue occurred on his old blackberry as well.  He got a new phone, assuming that the phone was the issue.  However the problem continues on the new phone.  So we've pretty much ruled out the phone itself.

This user has never been an admin, or had any more rights than any other user in AD.

Thanks!

[knottyrope]

This could be a rights issue and going to be fun to find out where it lies.

adsiedit.msc can help look at his user account permissions on the DC and compare to a known good user.