Sixth user not playing...

[AdrianChapman]

We've got a slightly odd situation, and I'm starting to think it's looking licencing related...

There's six users set up in the BES at the moment (and another four ready to go when their phone numbers get ported). Five of them are working just fine.
The sixth is misbehaving mightily. It looks like everything's getting synched to the handheld - EXCEPT his inbox. Wierd, huh? Calendar - no prob. Sent (from webmail & outlook) - no prob. Inbox - nada. The only message that ever arrives to the handset is the initial "Congrats, you've registered".

I've just been rummaging through the BES logs, and there's these lines...

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[30394] (08/31 11:46:33.874):{0x5DC} [CFG] Using 5 BES Agents with IDs 1-5 for user assignment

[30395] (08/31 11:46:44.396):{0x5DC} OptimizeAgents: Optimizing 5 agents starting from id 1 for 5 users configured to use soft agent id
[30408] (08/31 11:46:44.396):{0x5DC} [CFG] Using 500 maximum users per BES Agent for user assignment
[30396] (08/31 11:46:44.396):{0x5DC} Assignment: agent 1 - 5 users for (scalix server).(domain).home
[30000] (08/31 11:46:44.495):{0x5DC} [SRP:S32396099] Starting SRP client 'BES [BlackBerryDispatcher Version 5.0.2.12 License: Express(10000:5)] - (Server Name) [DISP] - Exchange' with UID S32396099, connect to port 3101 on localhost
[30041] (08/31 11:46:44.519):{0x5DC} Starting handheld for (User A)
[30448] (08/31 11:46:44.519):{0x5DC} {(User A)} User changed (agent): id=12, email=(User A)@(domain).co.uk, device=(PIN), routing=S32396099, agent=<none>, time=4C72618C, ext=1, wl=0, keys=(0:A:0)
[30068] (08/31 11:46:44.519):{0x5DC} User (User A) starting up...
[30041] (08/31 11:46:44.520):{0x5DC} Starting handheld for (User B)
[30448] (08/31 11:46:44.520):{0x5DC} {(User B)} User changed (agent): id=15, email=(User B)@(domain).co.uk, device=(PIN), routing=S32396099, agent=<none>, time=4C726DF2, ext=1, wl=0, keys=(0:A:0)
[30068] (08/31 11:46:44.520):{0x5DC} User (User B) starting up...
[30041] (08/31 11:46:44.520):{0x5DC} Starting handheld for (User C)
[30448] (08/31 11:46:44.520):{0x5DC} {(User C)} User changed (agent): id=16, email=(User C)@(domain).co.uk, device=(PIN), routing=S32396099, agent=<none>, time=4C76ACA6, ext=1, wl=0, keys=(A:A:0)
[30068] (08/31 11:46:44.520):{0x5DC} User (User C) starting up...
[30041] (08/31 11:46:44.521):{0x5DC} Starting handheld for (User D)
[30448] (08/31 11:46:44.521):{0x5DC} {(User D)} User changed (agent): id=17, email=(User D)@(domain).co.uk, device=(PIN), routing=S32396099, agent=<none>, time=4C7270A1, ext=1, wl=0, keys=(0:A:0)
[30068] (08/31 11:46:44.521):{0x5DC} User (User D) starting up...
[30041] (08/31 11:46:44.521):{0x5DC} Starting handheld for (User E)
[30448] (08/31 11:46:44.521):{0x5DC} {(User E)} User changed (agent): id=18, email=(User E)@(domain).co.uk, device=(PIN), routing=S32396099, agent=<none>, time=4C7272FE, ext=1, wl=0, keys=(0:A:0)
[30068] (08/31 11:46:44.521):{0x5DC} User (User E) starting up...
[30304] (08/31 11:46:44.521):{0x5DC} All handhelds (5) started

Five? What happened to User F - who is the one who's having fun & games?

The thing that's starting to scare me slightly is that it might be pure coincidence, but this Win2k8 server has... Yep, FIVE... Windows CALs. Well, it doesn't need more, surely? After all, there's no users using it...? Right...?

But then there's that other line in there...

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BES [BlackBerryDispatcher Version 5.0.2.12 License: Express(10000:5)]

Does that imply only five BES licences? I don't recall telling it how many I wanted - because I don't recall it asking me.

[BaldBoy]

Maybe you have turned on static mailbox agent for every user ? (Probably it's assumed by default in new BES 5.0.2).

[AdrianChapman]

Maybe you have turned on static mailbox agent for every user ? (Probably it's assumed by default in new BES 5.0.2).

The wha?

There was no difference in the setup process of the six users.

<goes to check BES>

Ooh - now that's interesting... I restarted the BES earlier - the log snipper is from the start-up. First time, I think, since we set the users up. That user is now in the user list, but with no PIN, no policy, no nothing next to him - and if I click on his name, I get the option, under "Blackberry Enterprise Server Status" to "Enable as Blackberry User".

[BaldBoy]

Access webconsole of your bes server, then "Manage Users". Click on any of the "running" users to view the properties. Click on the "Component Information" tab.
Three sections appear. In the lower one (Mail Information) there is a field named "Turn on static mailbox agent" : what's its value ?

[AdrianChapman]

Access webconsole of your bes server, then "Manage Users". Click on any of the "running" users to view the properties. Click on the "Component Information" tab.
Three sections appear. In the lower one (Mail Information) there is a field named "Turn on static mailbox agent" : what's its value ?

Have a look up a snidge - I edited that post while you were typing yours...

Oh, and I think this log snippet answers the question about agents :-

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OptimizeAgents: Optimizing 5 agents starting from id 1 for 5 users configured to use soft agent id

[AdrianChapman]

This gets ever stranger.

I rebooted the BES server.
When it came back up, the problematic user had all entries bar his name empty. No PIN, not even a policy specified. Go into his user details, and about the only option was to "Enable as a Blackberry User".

So I deleted one of the other users completely. Rebooted the server. Now it listed four users in that log snippet.
I've re-added the mischievous user. Re-activated his handheld. Rebooted the server. Five again - including him.

But he still can't receive... Mail is sending fine. Calendar & contacts are synching fine. Sent mail from Outlook/Webmail is coming to the handheld fine. BES reports mail has been "delivered to device", with times that fit receiving not sending.

[AdrianChapman]

I'm not quite sure what's happened, or what we did differently, but we've got that particular user working fine now, along with another couple - so currently on seven working fine, two still giving us a bit of gyp (won't activate wirelessly, although the etp.dat email is being received, and both coming up with "Unable to retrieve specific device attributes from the device that is connected to your computer" when I try to activate via USB...) and one still to try when the user figures out whether he wants to keep his old Storm (why would he...?)