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BlackBerry® Enterprise Service 10

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New Contributor
Posts: 4
Registered: ‎03-02-2012
My Device: Blackberry Curve 8520
My Carrier: Orange UK

Blackberry Device - Missing Sent Email

 

Hi I have an issue with one Blackberry user sending email.

 

The user sent an email from his device but the email never made it as far as our BES or Exchange.

I have checked his device and confirmed the device says the email was sent, I then checked all our BES logs for the refid of the message but cannot find it, So it never made it to our BES.

 

Our ISP say the email must have been lost by the local carrier before hitting the RIM network, but this dosen't make sense as the device had confirmation it was sent.

 

Were using BES 5.0.1 on Exchange 2003, Any help would be great...

Guru III
Posts: 32,134
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, 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 Device - Missing Sent Email

can you search your SMTP logs to verify it was sent?

 

The devicce showing it was sent sualy means it was.

 

Is the device set to save sent emails?

There is a settign in outlook to not save sent emails.

 




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.


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


New Contributor
Posts: 4
Registered: ‎03-02-2012
My Device: Blackberry Curve 8520
My Carrier: Orange UK

Re: Blackberry Device - Missing Sent Email

 

Thanks for the reply...

 

what smtp logs do you mean??

 

I have checked the BES and Exchange and am sure the emails never made that far.

 

The device is set to save sent emails..

Guru III
Posts: 32,134
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, 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 Device - Missing Sent Email


marcusrichards wrote:

 

Thanks for the reply...

 

what smtp logs do you mean??

 

I have checked the BES and Exchange and am sure the emails never made that far.

 

The device is set to save sent emails..


Exchange logs all SMTP outgoing connections

 




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


New Contributor
Posts: 4
Registered: ‎03-02-2012
My Device: Blackberry Curve 8520
My Carrier: Orange UK

Re: Blackberry Device - Missing Sent Email

 

No not checked the Exchange logs

 

But as the email is not in the BES logs it wouldnt have got as far as Exchange..

 

I did check the Exchange mail tracking tool just to be though.. 

Guru III
Posts: 32,134
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, 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 Device - Missing Sent Email

possible user used a different account to send it?

 




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


New Contributor
Posts: 4
Registered: ‎03-02-2012
My Device: Blackberry Curve 8520
My Carrier: Orange UK

Re: Blackberry Device - Missing Sent Email

 

No Checked that the user only has his corporate account activated with the BES...

Guru III
Posts: 32,134
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, 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 Device - Missing Sent Email

Maybe time to get support involved

 

 

 


Sign up for free to the BlackBerry Expert Support Center.

https://www.blackberry.com/besc/dashboard/

All at absolutely no cost to you or your organization!

The BESC gives you a suite of valuable tools, and includes a Complimentary Support Incident should you need to contact BlackBerry Technical Support directly.




 




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