Mail delays when using Microsoft Exchange 2010

Article ID: KB25654

Type: Support Content

Last Modified: 10-11-2012


Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server Express for Microsoft Exchange
  • BlackBerry Enterprise Server 5.0 SP1 to 5.0 SP3
  • BlackBerry Enterprise Server Express 5.0 SP1 and 5.0 SP2
  • Microsoft Exchange 2010



There is an increasing trend with customers who are migrating to BlackBerry Enterprise Server for Microsoft Exchange 2010 and begin to experience extreme messaging delays. These delays can be anywhere from minutes to hours in duration and may or may not affect all users .


There are several causes for this issue. The main cause of this issue comes down to the way Exchange 2010 handles un-promoted named properties, this led to excessive Exchange disk latency. The increased latency severely impacted Exchanges ability to respond to calls from clients, which in turn translates into severe messaging delays for the BlackBerry clients.

This delay introduced by the excessive Disk I/O exposed other issues that caused latency, but in almost every case when the required steps were taken to address the Exchange Disk latency issue, other issues were also resolved.


In order to determine if this solution is applicable to the environment in question, the following criteria must be met:

  • Microsoft Exchange 2010 environment
  • Mail delays being experienced on the BlackBerry smartphone
  • More than one user affected by the BlackBerry smartphone mail delays

Please refer to the following BlackBerry Enterprise Server maintenance releases to address this issue:

BlackBerry Enterprise Server  5.0 SP2 MR4 contains a MAPI optimization that has been shown to increase performance and reduce latency in calls to Exchange 2010. Ensure the customer is running MAPI/CDO build 6.5.8211.0 or greater as well as this is also required for this fix (BlackBerry Enterprise Server SP2 MR4 and updated MAPI client are required).

BlackBerry Enterprise Server 5.0 SP2 MR5 contains the same MAPI optimization as MR4 as well an additional optimization that will address some circumstances where high disk I/O on Microsoft Exchange 2010 mailbox servers can result in mail delays.

BlackBerry Enterprise Server 5.0 SP3 MR3 contains the MAPI optimization that will address the circumstances in which high disk I/O on the Microsoft Exchange 2010 mailbox server could potentially cause mail delays. 

      Note:  BlackBerry Enterprise Server 5.0 SP3 contains the MAPI optimization that are included in 5.0 SP2 MR4 and MR5.

Based on the above options it is recommended to upgrade to either BlackBerry Enterprise Server 5.0 SP2 MR5 or BlackBerry Enterprise Server 5.0 SP3 MR3 in conjunction with the MAPI/CDO client version of 6.5.8211 (these are the minimum versions that include the desired fixes).

CollapseAdditional Information
Microsoft has released Rollup 3 for Microsoft Exchange 2010 SP1 that contains a series of fixes to address known issues on both the Client Access and Mailbox Database components for Exchange 2010 SP1 that could potentially contribute to the messaging delays being seen on BlackBerry smartphones.  Per KB26144 , the current Rollup 3 also resolves the issue where messages sent from the BlackBerry smartphones are duplicated after upgrading with an earlier version of Rollup 3.  Please refer to Microsoft KB article 2529939 for more details on this Rollup.


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