Inbox folder redirection is randomly disabled for BlackBerry smartphone users

Article ID: KB18549

Type: Support Content

Last Modified: 09-25-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Device Software 4.1.0 to 6.0.x
  • BlackBerry Enterprise Server 4.1 SP6 to 4.1 SP6 MR6 and 5.0.0 for Microsoft® Exchange
  • BlackBerry Professional Software 4.1 SP4 for Microsoft® Exchange
  • BlackBerry Enterprise Server 4.1 SP6 to 4.1 SP6 MR5 for Novell® GroupWise®
  • SDR353296
  • SDR354503
CollapseOverview

The BlackBerry® smartphone is not enabled to process a PURGED_MESSAGE_LIST command, but it sends the command. The BlackBerry Enterprise Server receives this command from the BlackBerry smartphone, and unsuccessfully attempts to process it. The BlackBerry Enterprise Server then processes the next command in the OTAFM batch, a MODIFY_FOLDER command.  Since the PURGED_MESSAGE_LIST command failed, the MODIFY_FOLDER command should not be attempted, but the BlackBerry Enterprise Server executes this command, which results in some folders being disabled for redirection. 

This behavior can be confirmed in the following logs:

In the Application log:

Event Source: BlackBerry Messaging Agent BES01 Agent 1
Event Category: None
Event ID: 20394
Date: 5/31/2009
Time: 6:02:43 PM
User: N/A
Computer: BES01
Description:
The description for Event ID ( 20394 ) in Source ( BlackBerry Messaging Agent BES01 Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing.

In the BlackBerry Alert log:

[30000] (05/31 18:02:43.012):{0x914} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent BES01 Agent 1 (Application Event Log on BES01) | 05/31/2009 18:02:43 (AFFF4FAA) -> {test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing

In the BlackBerry Messaging Agent (MAGT) log (the 5 key lines are in bold):

[40000] (05/31 18:02:42.949):{0x145C} [BIPP] Received datagram, Tag=43818
[40700] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving packet from device, size=2561, TransactionId=269933713, Tag=43818, content type=CMIME, cmd=0x3
[40698] (05/31 18:02:42.949):{0x16B0} {test.user@domain.com} Receiving OTAFM request from device, Tag=43818, TransactionId=269933713
[30219] (05/31 18:02:42.949):{0x16B0}
{test.user@domain.com} Received PURGED_MESSAGE_LIST from device, Tag=43818, TransactionId=269933713
[20394] (05/31 18:02:42.949):{0x16B0}
{test.user@domain.com} Received PURGED_MESSAGE_LIST from device for user not enabled for purged message list processing
[40864] (05/31 18:02:42.949):{0x16B0}
{test.user@domain.com} Received MODIFY_FOLDER from device, Tag=43818, TransactionId=269933713
[40717] (05/31 18:02:43.528):{0x16B0}
{test.user@domain.com} SetFolderState - Saved Folder State. FolderID=-4, ParentFolderID=-1, FolderNameHash=14675511, SyncInProgress=false, Redirected=0
[41079] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} PagerImp::SaveChanges: changed items = 32, 34, 35, 83 Size = 20
[30197] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending OTAFM_CONFIG to device, ServerSupport=207, UserConfig=63, Conflict=1
[40583] (05/31 18:02:43.731):{0x16B0} {test.user@domain.com} Sending packet to device, Size=46, Tag=102254, TransactionId=-904470219

Note: The log line might vary depending on the version of the BlackBerry® Device Software.

CollapseCause

The BlackBerry Enterprise Server runs the MODIFY_FOLDER command incorrectly, which results in redirection being disabled for the inbox.

CollapseResolution

For BlackBerry Enterprise Server 5.0.0, upgrade to SP1, SP2 or SP3.

For BlackBerry Enterprise Server 4.1 SP6 for Microsoft Exchange, apply MR7 or upgrade to SP7.

For BlackBerry Professional Software 4.1 SP4, migrate to BlackBerry Enterprise Server Express 5.0.2 or 5.0.3 (for additional detail, please see KB20793)

For BlackBerry Enterprise Server 4.1 SP6 for Novell GroupWise, apply MR6 or upgrade to SP7.

Once the appropriate update has been applied, the BlackBerry Enterprise Server will no longer process the MODIFY_FOLDER command in the OTAFM batch. BlackBerry smartphone users that have previously had their inbox redirection turned off due to this issue will need to have their inbox redirection re-enabled manually. For more information about enabling folder redirection, search the BlackBerry Technical Solution Center at www.blackberry.com/support.

CollapseWorkaround

Monitor BlackBerry Enterprise Server logs and Windows Server® event logs for the PURGED_MESSAGE_LIST command and take corrective action as needed to re-enable folder redirection for affected BlackBerry smartphone users.

For further assistance, contact BlackBerry Technical Support Services or the next available level of support.

CollapseAdditional Information

The PURGED_MESSAGE_LIST command is generally a normal occurrence. If messages about the PURGED_MESSAGE_LIST command are received without the preceding symptoms, see KB19478.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.