Some BlackBerry users are unable to receive email after upgrading to 4.0.7 or 4.1.3

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Some BlackBerry smartphone users are unable to receive email after upgrading to 4.0.7 or 4.1.3

Doc ID : KB14287
Last Modified : 2007-09-19
Document Type : Support

Environment

• BlackBerry® Enterprise Server software version 4.0 Service Pack 7 and later for Novell® GroupWise®
• BlackBerry Enterprise Server software version 4.1 Service Pack 3 and later for Novell® GroupWise®

Problem

BlackBerry smartphone users are not be able to receive email messages after they have been moved or after the Server Routing Protocol (SRP) has been changed.

The GWQM log displays an entry similar to the following:

[34055] (09/11 08:14:21):{0x12D4} {GWQM} {USER NAME} Move User Status: MTH_GWQM_ACTIVE=False

Cause

The BlackBerry smartphone user move or the SRP change did not complete correctly and it has left information present in the PendingRoutingInfo field of the UserConfig table.

Starting with BlackBerry Enterprise Server software version 4.0 Service Pack 7 and BlackBerry Enterprise Server software version 4.1 Service Pack 3, a check mechanism has been implemented that prevents the GWQM/GWCheckNew.exe process from obtaining new email messages when a BlackBerry smartphone user is being moved or a Server Routing Protocol (SRP) switch is in progress. When the entry in the PendingRoutingInfo field is removed, which indicates the BlackBerry smartphone user move or the SRP switch is complete, the email message processing resumes.

Workaround

Please contact the BlackBerry® Technical Support Services team to determine if you are affected by this issue and obtain a workaround.