[jjdurrant]

Hey all, I have a single BES\Exchange server with only two BES users. One of the two users is having issues. For whatever reason, everyday around 5AM the BES server can no longer contact the device (Curve). To resolve the issue, I have to resend the service books. Any idea what the issue might be?

I using Exchange 2003 SP2 with BES 4.1.4.15.

Thanks!

[dev]

Is the user turning off the radio; (when at home) is the user within coverage;is the user experiencing this disconnection or is this your observation on the BB manager side?
Have you looked at the MAGT, SYNC or POLC logs to see exactly what is occuring at that time?

[jjdurrant]

The user is not turning the radio or device off. Also, he is getting messages in spurts. This tell me that he does not get messages in between the last contact time and when I resend the service books.

Here are some entried from each respective log:

MAGT:

[40913] (03/26 07:07:39.856):{0x2200} {user} Device 2440AF65 state: out of coverage

[40599] (03/26 06:46:01.584):{0x2200} {user} GetNewMovedMessages - Could not find folder entry id in folder list for RefId=-732344808

[hdawg]

Originally Posted by jjdurrant

The user is not turning the radio or device off. Also, he is getting messages in spurts. This tell me that he does not get messages in between the last contact time and when I resend the service books.

Here are some entried from each respective log:

MAGT:

[40913] (03/26 07:07:39.856):{0x2200} {user} Device 2440AF65 state: out of coverage

[40599] (03/26 06:46:01.584):{0x2200} {user} GetNewMovedMessages - Could not find folder entry id in folder list for RefId=-732344808

Download the appropriate version of the BlackBerry Resource Kit; read through the manual and check out the tools to see exactly what is going on. From the log you posted ... the user in question was out of coverage at the time.

Is there anything in the ALRT or CTRL log that sticks out?

[jjdurrant]

I think I narrowed it down... this user has the TMobile HotSpot@home service. And for whatever reason, he only gets him emails to the device when at home. Which is strange because he has carrier coverage whereever he goes. Is there something on the device I should check?

[hdawg]

Originally Posted by jjdurrant

I think I narrowed it down... this user has the TMobile HotSpot@home service. And for whatever reason, he only gets him emails to the device when at home. Which is strange because he has carrier coverage whereever he goes. Is there something on the device I should check?

Make sure the device is set to use the Mobile Network and not only Wi-Fi under "Manage Connections"