[exx]

BES V4.0.6.12
Exchange 2003 & 2007

Our BES just out of the blue stopped sending/receiving email this morning. The only thing I changed was the BES Service password, but that was on Wednesday and I restarted all services and had no issues with mail flow yesterday.

I've confirmed that the Exchange servers are all running and well.

The following warnings/errors are on the BES:

Event Type: Error
Event Source: BlackBerry Synchronization Service
Event ID: 16058
Description:
[SYNC-PIMConnector] Failed to send data to Exchange connector, error is USER_NOT_STARTED.

Event Type: Warning
Event Source: ExchangeConnector
Event ID: 20049
Description:
HandleSyncRequest - Session to BES Agent is not established for user /O=<hidden>/OU=<hidden>/cn=<hidden>/cn=<hidden>.607

Event Type: Error
Event Source: BlackBerry Router
Event ID: 10000
Description:
[SERVICE_RELAY_SESSION:S24728393:0078fd10] Service transaction not found. SERVICESESSION_TAG=1474501

Just now I received 2 emails in my Outlook that I sent from my Blackberry 15 minutes ago. I do see that many users have pending messages when looking at the User List in the Manager.

I've successfully run the SQL Connection Test, SRP Test.

Any ideas?

Thanks,
Matt

[Keyscan]

Almost sounds like the BES is having a hard time connecting to your Exchange server. Errors of not being able to authenticate and delays /pending messages can sometimes be attributed to a network issue between servers. If you run consistent pings between servers, have you ever detected a lag over the past few days?

[hdawg]

Have you had any connectivity issues?

I would restart your BES and start looking through the logs ... specifically look at the ALRT, CTRL, and MAGT logs

Are you seeing any events like this: BlackBerry Search Results

[exx]

Thanks for your suggestions guys. The problem was resolved later that same day. We had some internal network issues that we're creating a latency of ~80ms (our norm being <1ms).

I guess the BES server is very sensitive as far as latency to Exchange goes?

[gibson_hg]

BES itself is not sensetive but MAPI is. BES uses MAPI to communicate to Exchange and it is only rated for 35MS or less, that's from Microsoft themselves. Once you hit 70MS or higher you can start to see issues like mail delivery.

Hope that clarifies things for ya.

[exx]

Excellent information to know, thanks.

[Spawneh]

Originally Posted by gibson_hg

BES itself is not sensetive but MAPI is. BES uses MAPI to communicate to Exchange and it is only rated for 35MS or less, that's from Microsoft themselves. Once you hit 70MS or higher you can start to see issues like mail delivery.

Hope that clarifies things for ya.

I would just add that Blackberry do state that your Latency between BES/Exchange should be below 35ms.

Take a look at the capacity and planning documentation RIM provide to allow you to diagnose your server and plan for growth before issues happen

Here's the extract:

BlackBerry Enterprise Server architecture
The approach that you take to performance tuning depends on whether your network architecture is centralized or distributed.
Make sure that latency is less than 35 milliseconds between the BlackBerry Enterprise Server and the mail server.
Stay with a centralized architecture when possible. If your environment is distributed, then regionalize it to allow you to:
• administer all servers from a single console
• simplify licensing processes
• manage IT policies from one location