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BlackBerry® Enterprise Service 10

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New Contributor
Posts: 7
Registered: ‎03-23-2012
My Device: Bold 9790
My Carrier: T-Mobile UK

Blackberry 9790 not receiving external emails, only internal

Hello all, 

 

I have searched the web an haven't come across a conclusive answer so I thought I would post here. Apologies if this is the wrong place to post this.. but here it goes!

 

I have a user's Blackberry Bold 9790 attached to our BES server, which is working fine with internal mail through our exchange server, however any external mail doesn't appear on the device. 

 

I have wiped and reattached the Blackberry to our BES, I have checked that the "forward to device" option is on. There are no filters on the mail to prevent the external mails appearing. I have also resent the Service Book to the device. 

 

Interestingly enough, it is possible to send emails to external addresses. Just not receive emails from them. 

 

 

If someone would be kind enough to point me in the right direction with this, it would be greatly appreciated. 

 

Hopefully this will help out anybody else struggling with similar issues. 

 

Thank you

 

Adam 

Guru III
Posts: 32,190
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry DTEK60, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Blackberry 9790 not receiving external emails, only internal

does the email goto the same address from eternal as internal?

 

Do they exist in outllook in the inbox? Any serve side rules to move messages?

 




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New Contributor
Posts: 7
Registered: ‎03-23-2012
My Device: Bold 9790
My Carrier: T-Mobile UK

Re: Blackberry 9790 not receiving external emails, only internal

Thanks Knottyrope for replying to this thread. 

 

does the email goto the same address from eternal as internal?

 

When you say email address for internal and external, do you mean exactly? Yes they should be the same email address. 

 

Do they exist in outllook in the inbox? Any serve side rules to move messages?

 

Yes they hit the inbox in outlook just fine, and no he hasn't got any personal filters on and there aren't any server side rules set up on our exchange server to move messages. 

 

All the filters etc on the Blackberry are standard too, if there are any, as we have wiped the Blackerry and re-activated it several times. Even the users old blackberry had the same issue! 

 

This leads me to believe its a problem with either his BES account (which we have removed and readded multiple times also, ) or his exchange account (which seems to be functioning fine locally with Outlook).

 

 

Again, thank you for your time. 

 

Adam

Guru III
Posts: 32,190
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry DTEK60, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Blackberry 9790 not receiving external emails, only internal

think we need to track teh emails to see what is going on

Tracking email messages in the log files for BlackBerry Enterprise Server for Microsoft Exchange

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


Highlighted
Forums Advisor III
Posts: 1,481
Registered: ‎08-29-2008
My Device: Blackberry Classic
My Carrier: Swisscom

Re: Blackberry 9790 not receiving external emails, only internal

I would check in the "Component information" tab for that user:

 

Forwarded messages:

Pending data packets:

Expired messages:

Sent messages:

Filtered messages:

 

Can you post that numbers here?

New Contributor
Posts: 7
Registered: ‎03-23-2012
My Device: Bold 9790
My Carrier: T-Mobile UK

Re: Blackberry 9790 not receiving external emails, only internal

Sure will have to get back to you shortly. Thank you
New Contributor
Posts: 7
Registered: ‎03-23-2012
My Device: Bold 9790
My Carrier: T-Mobile UK

Re: Blackberry 9790 not receiving external emails, only internal

When you say "component information tab" is that on the BES server?

I think our BES software is quite old (help > about shows it as v4.1.3.18)
Forums Advisor III
Posts: 1,481
Registered: ‎08-29-2008
My Device: Blackberry Classic
My Carrier: Swisscom

Re: Blackberry 9790 not receiving external emails, only internal

No, that's for BES 5.0. But you have got the same numbers in the User/Device properties on BES 4.1, just look around.

New Contributor
Posts: 7
Registered: ‎03-23-2012
My Device: Bold 9790
My Carrier: T-Mobile UK

Re: Blackberry 9790 not receiving external emails, only internal

Ok, so I've found this:

Forward messages: Last forward on 28/3/2012 15:52 (ten minutes ago locally - London)
Pending messages: 0
Filtered messages: 708
Expired messages: 0

I'd say looking at that, it could be a filtering issue!
Forums Advisor III
Posts: 1,481
Registered: ‎08-29-2008
My Device: Blackberry Classic
My Carrier: Swisscom

Re: Blackberry 9790 not receiving external emails, only internal

Yes, it could be. Can you post the filtering settings you have for that user?