FOLDER_LIST_REQUEST from BlakcBerry smartphone is not being processed by the GWCO Log

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FOLDER_LIST_REQUEST from BlakcBerry smartphone is not being processed by the GWCO Log


Doc ID : KB10393
Last Modified : 2007-09-17
Document Type : Support

Environment

• BlackBerry® Enterprise Server software version 4.0 for Novell® GroupWise®
• SDR96184

Problem

Messaging Agent (MAGT) logs display the following:

[40700] (06/05 18:58:37):{0x12FC} {NAME OF USER} Receiving packet from device, size=40, TransactionId=-1618008778, Tag=842160, content type=CMIME, cmd=0x3
[40698] (06/05 18:58:37):{0x12FC} {NAME OF USER} Receiving OTAFM request from device, Tag=842160, TransactionId=-1618008778
[30264] (06/05 18:58:37):{0x12FC} {NAME OF USER} Received FOLDER_LIST_REQUEST from device.
[40699] (06/05 18:58:37):{0x12FC} {NAME OF USER} OTAFM request from device processed
[40279] (06/05 18:58:37):{0x12FC} {NAME OF USER} SubmitToRelaySendQ, Tag=842160
[40000] (06/05 18:58:37):{0xFE0} [BIPP] Send status DATA_ACCEPTED, Tag=842160

This request should then be processed by the GroupWise Connector, which would generate the folder list and put it back into the work queue. This is not happening. The following entries appear in the GroupWise Connector (GWCO) logs:

[34118] (06/05 18:58:38):{0x1504} {8} {NAME OF USER} Received MFH OTAFM_CRITICAL, EntryID=4527643
[34119] (06/05 18:58:39):{0x1504} {8} {NAME OF USER} MFH: Begin processing OTAFM_CRITICAL job, EntryID=4527643
[34166] (06/05 18:58:39):{0x1504} {8} {NAME OF USER} MFH: FOLDERLISTREQUEST, RefId=0, ICEId=, EntryId=4527643, ObjectDefnId=7050, Successful=True

Resolution

This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.

Workaround

Complete the following steps:

1. Delete the Folders and FolderID databases from the BlackBerry smartphone using the BlackBerry® Desktop Manager by navigating to Backup and Restore-> Advanced.
2. Run the SQL Command to remove all of the folder entries in the mbFolderSync table for the affected BlackBerry smartphone: use <Database Name>
   delete from mbfoldersync where UserConfigID = '***'
   go
   Where <Database Name> is the name of the BlackBerry® Enterprise Server database and '***' is the UserConfigID for the affected BlackBerry smartphone.
3. Terminate the GWConnector.exe process in processes using the Task Manager. The process will automatically restart once it has been terminated. This will ensure the mbFolderSync table will be read for the BlackBerry smartphone user, and the fact that no entries exist will be taken into account. NOTE: Because restarting may cause some delays in email reconciliation and message delivery, you may want to perform Steps 1 and 2 for multiple BlackBerry smartphone users in a batch before terminating this process, and to perform the restarting process during off-peak hours.
4. Wait 4-8 hours for the normal Folder Reconcile to occur. This will repopulate the mbFolderSync table with the references to the BlackBerry smartphone user's folder structure.
5. Toggle Wireless Reconcile on the BlackBerry smartphone by navigating to Messages -> Options -> Email Reconciliation. This will trigger a request to send the folder list to the BlackBerry smartphone.