BlackBerry device users cannot send or receive new email messages


More than five BlackBerry device users experience one or both of the following issues: 
  • They cannot send or receive new email messages on their BlackBerry device.
  • New email messages are delayed by 20 minutes or more on their BlackBerry device.


This situation may occur if one or more of the following services or operations are experiencing a problem: 
  • The BlackBerry Enterprise Server (BES) 
  • The BES infrastructure
  • A specific carrier


You must collect details about this issue to correctly scope and escalate. To do this, collect the following information:
  1. Make a list of users who are affected and who report the issues that are mentioned in the "Symptoms" section. For example, users reports one or more of the following issues:
    • Users cannot send mail from their BlackBerry devices. Additionally, they receive a red "X" message.
    • Users cannot receive new email messages on their BlackBerry devices.
    • The delivery of new email messages is delayed by 20 minutes or more.
  2. Collect details about the time that the issue started.
  3. Log on to the BES console, and then note the following information:
    • BlackBerry server and agent
    • Microsoft Exchange Server
    • Device carrier
If the users all use the same device carrier, and if the users are not on the same Exchange or BES server, you should contact the carrier to check network outages.

If the users are on a specific BES or Exchange server, you should escalate this issue to Microsoft Online Support Services for further investigation.

More Information

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Id. de artículo: 2798132 - Última revisión: 1 abr. 2016 - Revisión: 1