[Veronam]

Hello,

We've been running BES for a couple years and have never had a problem with unread marks sync'ing properly until last week.

BES 4.1.6MR5
Domino 7.0.4
Windows 2003 SP2
MSDE 2000

Last week we uninstalled BES from the original server and reinstalled it onto a new one. Everything worked fine except that unread marks would not sync either from BB to mailbox or vice versa. We tried wiping the handhelds, deleting the state databases and reactivating with no success.

Verified that:
- the BES server and user had manager access w/ delete privileges to the mailboxes
- replication of unread marks is set to all servers (even though there are no mail replicas)
- the BES server has manager access to the state databases
- messages deleted on the BB are deleted in the mailbox on sync

We've uninstalled and reinstalled the BES software on the new server w/ no effect. Installed on a test machine as a second server in the same domino domain w/ the same results. Uninstalled and reinstalled on the test machine as a new domino server w/ the same results.

Obviously we are missing something but after a week of troubleshooting we're running out of ideas on where to look.

Any suggestions would be welcomed

Thanks in advance!

~Veronam

[noname]

Any changes to your Domino Directory in terms of Person doc recently?

What is the value(s) of the UserName field for your user like?

Something like this?
{
Steven Gerrard
Steven Gerrard/HR/LFC
}

Or this
{
Steven Gerrard/HR/LFC
Steven Gerrard
}

It does matter if your associated Notes ID maintained in the BlackBerry User Profile database and state database is not a canonical one.
E.g User Profile doc => Username field, State db UserInfo doc => Username fileld + Mail Folder's doc on User's name - FolderName field.

[x14]

Is this happening for everyone or 1 user?

[Veronam]

Currently we have BES installed an a clean install of Domino so it is a different directory than what we had working originally. The user name stored in the directory is in the form:

Test User/Company
Test User

User profile and state database both use Test User/Company.

We are seeing this behavior with all users.

[x14]

So the users are in a different Notes domain than BES?

[noname]

The Unread ID Table

Each database stores the list of unread documents in an Unread ID Table within the NSF file. To save space, this table stores a list of Note IDs instead of the longer UNIDs. Because of this, the table is specific to the replica that stores it.

This table is user-specific and is stored within the .NSF file in a special structure named with the hierarchical user name to which it applies.

Source: IBM - The Architecture of Unread Marks in Lotus Notes

Investigate along this line and you should reach your findings.

[Aroc]

Interesting link noname. ...

Sometimes we would have this same problem from time to time, and the usual BES cleaning (wipe handheld, delete BES user, delete state database) wouldn't work. At that point we'd either take a new replica of the user's mail file (or a new copy using the Notes client File, Database, New Copy) then swap the databases on the mail server, register and reactivate the BES user and all would be well.

I never really understood why taking a fresh replica (or new copy) of the user's mail file would fix the problem. Now I know!

Thanks!
Aaron

[noname]

Originally Posted by Aroc

Interesting link noname. ...

Sometimes we would have this same problem from time to time, and the usual BES cleaning (wipe handheld, delete BES user, delete state database) wouldn't work. At that point we'd either take a new replica of the user's mail file (or a new copy using the Notes client File, Database, New Copy) then swap the databases on the mail server, register and reactivate the BES user and all would be well.

I never really understood why taking a fresh replica (or new copy) of the user's mail file would fix the problem. Now I know!

Thanks!
Aaron

Good tip. Creating a new copy of db creates a brand new unread marks table to begin afresh with. Makes sense.

[MobileMind]

Originally Posted by noname

Good tip. Creating a new copy of db creates a brand new unread marks table to begin afresh with. Makes sense.

Is there any way of creating a brand new unread marks table in the nsf without deleting the previous replica and recreating it?

[Veronam]

After having no luck whatsoever w/ anything else, we found that the problem was resolved by upgrading the server to Domino 8.5.

Hope this helps someone ;)

[noname]

Strange resolution =)

[Aroc]

Originally Posted by Veronam

After having no luck whatsoever w/ anything else, we found that the problem was resolved by upgrading the server to Domino 8.5.

Hope this helps someone ;)

Makes me want to avoid Domino 7.0.4 then! ;)