BB users cc'd in on external mail dont receive full message?

[Kalle]

Hello all :P

Hoping someone out there has been through this same issue, or has some insight.

The problem is this:

If an email is sent and the To: field includes an email address external to our organisation but cc's in an internal email address tied to one of our BB users, then that user will receive only a "You were CC'd" message on their Blackberry device.

However, if the same mail has an internal address in the To: field and the BB user is cc'd in on that, the BB user will receive the full mail.
It seems the correct behaviour should be to send the full message to the blackberry regardless of the content of the To: field?

There is not much reference to the "You were cc'd" mails online, and those that do refer to the message filters on the BB device. I've played with these without success.

Thanks for your help.

-- Kalle

[GaryCutri]

Hi Kalle,

Can you please post back with the following details?

1. What is your exact version of BES? e.g. 4.1.4.15
2. What version of Exchange are you running?
3. If BES is on a separate server to Exchange what are the mapi32.dll & cdo.dll version on the BES Vs Exchange?
4. Is Exchange send emails directly or via a smart host? e.g. Spam Filter etc
5. Has this always been an issue or has it just started happening?

Thanks,

Gary

[Kalle]

Hi Gary,
as requested;

1. BES 4.1.6.10
2. Exchange version 2003
3. Yes, separate Exchange and BES servers.
BES versions: mapi32.dll 6.5.6944.0, cdo.dll 6.5.6944.0
Exchange versions: mapi32.dll 6.5.7638.1, cdo.dll 6.5.7651.61
4. Not sure.
5. I've built a new BES server at the version above, the issue existed on the old server (version 4.0 or thereabouts) and has carried over onto the new one.

Thanks,

Kalle

[GaryCutri]

It appears you are missing some Exchange patches on the BES (e.g. latest DST updates) but this won't cause this issue. Normally this issue is caused by a filter on the device, you can test this on a device by following these steps:

1. Open Messages
2. Press the menu button (Left of the trackball) or track wheel on older devices and select Options
3. From Options select Email Filters
4. Delete all the filters from the device
5. Wait 15 minutes and test to see if the issue is still present.

If you determine the issue is caused by a filter you can delete user filters via the BES. Post back with the results and I will provide further information based on your results.

Thanks,

Gary

[Kalle]

Gary,

I had disabled the filters previously, and they had been deleted off the test device I am using last friday. Unfortunately this did not help.

-- Kalle

[Kalle]

I've been made aware of one potential cause of this issue, we have a product that puts an exclaimer footer on all mail leaving the exchange server to external addresses.

When this is disabled the mails make it all the way to the Blackberry device.

It still seems to be a bug or issue with BES as it should not be touching these emails, they get into the users mailbox with no issue.

Perhaps headers are being modified by this exclaimer application?

[GaryCutri]

Originally Posted by Kalle

I've been made aware of one potential cause of this issue, we have a product that puts an exclaimer footer on all mail leaving the exchange server to external addresses.

When this is disabled the mails make it all the way to the Blackberry device.

It still seems to be a bug or issue with BES as it should not be touching these emails, they get into the users mailbox with no issue.

Perhaps headers are being modified by this exclaimer application?

Hi Kalle,

If you lodge a job with your carriers BlackBerry support helpdesk see if you can escalate it to RIM (assuming they can't resolve the issue). Once a job is escalated RIM you will either get a quick fix/answer or changes may be added to the next MR or SP.

Thanks,

Gary