ActiveSync issue when roaming

Question

So far we had five users with BB Z10 and Q10 who were traveling internationally have experienced issue while accessing email. All the users were setup via Active Sync for corporate emails. Once they land to their final destination which has been China, Australia and Colombia. They will receive 4G or 4g connectivity but no emails. They will be receive their personal emails like gmail, yahoo, etc but no corporate emails. It will take about 20 minutes before they start seeing corporate emails. After about an hour or so the device will stop receiving emails. The only fix is to manually remove email corporate email account and re-add it on the device. Once we are resetup the account then everything works normal throughout their stay.  We are running exch 2007. Z10s are running 10.1.0.2006 build and we are on T-Mobile network. Has anyone experience similar issue ?
Thanks,
Bhavik

Answer 1

Hello Bhaviksom, 
Have a look at the 2 possible causes to this issue along with the 2 possible resolutions. 
Cause 1
The Microsoft Exchange ActiveSync Mailbox policy has the value "Allow Direct Push when roaming" set to no
Cause 2
The email profile assigned to the BlackBerry smartphone in the BlackBerry Device Service has the value "Manual Sync while Roaming" set to yes
Resolution 1
There are two ways to resolve cause one:
One the BlackBerry smartphone select the settings icon from the home screen
Select Accounts
Select the Microsoft Exchange ActiveSync account
Select Advanced
Toggle the option for Push off and back on again.
To avoid all BlackBerry smartphones having to sync manually while roaming, the option will need to be changed in the ActiveSync Mailbox policy on the Microsoft Exchange Server. To perform the action do the following:
Open the Exchange Management Console
In the console tree, navigate to Organization Configuration > Client Access
In the result pane, click the Exchange ActiveSync Mailbox Policies tab, and then select the policy you want to view or configure
In the action pane, click Properties
Select the Sync Settings tab
Change the value for Allow Direct Push when roaming to Yes
Resolution 2
If the BlackBerry smartphone has an email profile which is pushed from the BlackBerry Device Service the option "Manual Sync while Roaming" will need to be changed to "No" in the email profile which is assigned to the BlackBerry smartphone.
Open the BlackBerry Administration console for BlackBerry Device Service
Expand Email profiles under BlackBerry Solution management
Select Manage email profiles under Email profiles
Select the profile and click Edit profile
Change the option "Manual Sync when roaming" to no
Let us know if this helps. Have a good day.. 
-SR
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