Article ID: 17976
Date: 2 April 2007
Updated: 23 May 2007

Title: Sync for Certain Sessions of the Good Client Stops with the Sessions Listed as “Flow Control”

Symptom: Handhelds running 4.9.2 or 4.9.3 may encounter a sync issue where one or more sessions are marked as “flow control" in the GMC, typically email and/or calendar. Sessions not marked as “flow control” continue to synchronize. Soft resets, toggling radio off/on, send/receive now, re-launching the Good client, etc, don’t resolve the problem. This presumes that the handheld has sufficient wireless coverage and data connectivity; web browsing works, etc.

Important Note: The “flow control” state is a symptom, and not the root issue itself. Flow control is a legitimate state which generally means that the server/NOC is sending data to the handheld faster than it can receive it, so the protocol then slows down the flow. If a user is out of coverage for example, flow control can be quite common.

Cause: A session management issue was found in the Good Messaging client.

Remedy: Upgrade to client version 4.9.3.34 or higher. The 4.9.3.34 client is now available to all customers and the fix will be included in all future versions.

The 4.9.3.34 client release automatically appears in your Good Management Console. For example, in the Good Management Console, navigate to and right-click on the All User Group or other appropriate user group and select the Manage User Group menu item. In the Software & Policy section select the [Edit Group Software...] button to display the Distribute Software window to configure which version each handheld family may use.

Additional Information: Flow Control is a process used by Good Messaging Server to adjust data flow to the device, to ensure that the device can handle the amount of incoming traffic. Flow Control may be used when the device is not able to handle the incoming flow of messages/data all at once, such as when a user is out of data coverage or in slow or marginal coverage for a long time. If a user’s status is “Yes” for Flow Controlled, the Good Messaging Server is holding off outgoing traffic until the device has caught up. All messages will then be delivered to the handheld.