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I'm a network admin and have no experience with BES. So, please bare with me ... Server Admins forum

  1. #1
    TriZz's Avatar
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    Duplicate Emails (BES 4.1.2.20)

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    I'm a network admin and have no experience with BES. So, please bare with me if my question is a bit ignorant.

    I have one user who has an 8700. He receives duplicate emails to his device. I suspected that he may have the desktop redirector installed too (he's in NY and I'm in VA). We turned off the redirector but he still claims that he's receiving duplicate emails (sometime 4 or 5 of the same message, but I think he's exaggerating because he sucks).

    His service provider is T-Mobile
    His device is an 8700
    Our mail server is running MS Exchange 2003
    Our BB server is running BES 4.1.2.20

    Again, he's the only user (out of 10) that is affected by this.

    Any suggestions would be greatly appreciated.

    Thanks,
    TriZz

  2. #2
    TriZz's Avatar
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    Re: Duplicate Emails (BES 4.1.2.20)

    Just an update:

    The IT Policy status for this user on BES says "Error". I tried to "resend the IT policy" to no prevail.

    Maybe that helps with the troubleshooting process?

    Thanks,
    TriZz

  3. #3
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    Re: Duplicate Emails (BES 4.1.2.20)

    I would wipe and reactivate his device




  4. #4
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    Re: Duplicate Emails (BES 4.1.2.20)

    cwax,

    Thanks for your suggestion. Before I try something so drastic to the president of the company, could it be that he doesn't have a BES plan on his device from the mobile operator? He went out and got the plan on his own, could that possibly cause the issues?

  5. #5
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    Re: Duplicate Emails (BES 4.1.2.20)

    Thats possible




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    Re: Duplicate Emails (BES 4.1.2.20)

    One other thing to check is to see if mobile operator set him up on bes+ (that's bes plus bis) the set up his exchange account in bis.

    As for wiping the device, just try deleting his account from bes first and reactiving his device

    I hope that helps!
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  7. #7
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    Re: Duplicate Emails (BES 4.1.2.20)

    Thanks cwax and okamosy,

    I will check with the user tomorrow about getting onto the BES+ data plan. If that's not the issue then I will delete his account in BES and reactivate his account. If that doesn't resolve it, then it'll try the wiping the device and reactivating.

    Thanks again. This community has been a God send.

  8. #8
    TriZz's Avatar
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    Well, I just did a wipe and set up his account and again, he's having the issue. I've check Active Directory and his Outlook to see if he had any forwarding rules happening, which he does not.

    Any more suggestions?

  9. #9
    GaryF's Avatar
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    If you remove his device from the BES service completely does he still receive emails?
    BlackBerry® Certified Support Specialist
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  10. #10
    TriZz's Avatar
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    No he doesn't. I have his device for the day until he goes back. I just tried and he hasn't gotten my email yet.

    Trying to send an email reports an error of "Transaction error - failure at service".

    Again, that's only with him removed from BES.

  11. #11
    TriZz's Avatar
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    Actually, I lied. He is getting messages while NOT associated with the BES. How do I fix THAT?

  12. #12
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    Must be a BIS account.

  13. #13
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    I called T-Mo and they said that he had the enterprise email set up as a personal account too...which makes so much sense. I've deleted the account and will re-set him up on the BES.

    Thanks all for your help.

  14. #14
    GaryF's Avatar
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    Exactly why I wanted you to check without the BES active. Once you clear up his "other" accounts your duplicate email issue should be resolved.
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