[geofftech]

Today I had a BES delete a device from an account on its own without performing a wipe. Under the users account the PIN and device info was gone. However when I contacted the user all of her mail and info was still on the device. She only noticed when she couldn't send or receive email. Any thoughts?

[knottyrope]

what exactly did you click on in BAS?

sounds like you only deleted the device and not wiped it

[geofftech]

Actually I hadn't done anything. The user contacted the help desk stating she wasn't receiving email. I went to her account and the device was gone but she confirmed her mail was still on the device. I know this is really weird.

[knottyrope]

I have never seen BES do this. I would scour the logs to see what really happened.

[freakinvibe]

That only happens when the device is activated for a different user. We often see that with pool devices that get activated for a different user. The old user that had the device before then appears in BAS without PIN. This is behaviour as designed.

But in your case you say that nothing has been done, no activation etc. So you should go to "Mangage Users" and search for the PIN of her device. See if it is assigned to another user.

[geofftech]

Here's the whole story. The user installed a faulty app on her phone, took it to a Sprint store where they performed a local wipe on the device. User then contacts the help desk because of course she isn't receiving mail. I begin to reactivate the device but during activation she confirms that she wants all her mail. Prepopulation won't occur if the BES is already familiar with a device. So I send a remote wipe which is received by the device. I perform the full activation with her old mail prepopulating as she likes. According the ticket about an hour later her device stops receiving mail again. I find out about this yesterday go on the BES and her device is gone but she still has her data. I'm about to check the logs now. I'll let you know what I find.

[geofftech]

Here is what I found:

Just under an hour after I successfully activated the device I found this in the MAGT:

[41079] (06/26 13:43:29.881):{0x199C} {user@address.com} PagerImp::SaveChanges: changed items = 13 Size = 20
[40243] (06/26 13:43:29.912):{0x19A0} {user@address.com} Invalid DeviceId
[20314] (06/26 13:43:29.912):{0x19A0} {user@address.com} Device ID used to be XXXXXXXX but is now blank
[40245] (06/26 13:43:29.912):{0x19A0} {user@address.com} Device ID changed
[30000] (06/26 13:43:29.912):{0x19A0} {user@address.com} Sending data to Dispatcher, size=519, Tag=14051499
[40000] (06/26 13:43:29.912):{0x19A0} {user@address.com} SendToDispatcher, Tag=14051499
[40255] (06/26 13:43:29.912):{0x19A0} {user@address.com} *****Redirection is disabled due to incomplete configuration*****

In the POLC log I can see when I initiated the wipe and when the device was successfully reactivated. There are no remote wipe entries matching with the above timestamps. I don't see another POLC entry matching the user until I activated again yesterday after the user called me back. I also don't see the deviceID under another user during this period of time.

[freakinvibe]

I don't have an explanation for this, maybe some database glitch. I would just re-activate her and change the prepopulation setting in the registry, so you get the prepopulation even if device/user is known to the server. See details here:

KB04713-How to enable message prepopulation for all BlackBerry smartphone users on a BlackBerry Enterprise Server

[geofftech]

I had already activated the user. I was looking for an explanation afterward. I'm surprised I stumped the brains of BB forums.

[knottyrope]

Originally Posted by freakinvibe

KB04713-How to enable message prepopulation for all BlackBerry smartphone users on a BlackBerry Enterprise Server

Use the above and send an activation next time.

You dont have to wipe devices to get them to sync. Wiping is a security feature not a way to fix things ( once in a blue moon maybe )

[geofftech]

Thanks. I wasn't aware of this but did eventually find this as well.