[svandamme]

it's Blackberry Enterprise, and yes i can open a case, no i won't waste a support ticket with RIM on the grounds of having a consultant who didn't even try. And for the record, i can look at the logs without an escalation to RIM, and so should a consultant.
Especially a senior consultant who had plenty of RIM training, (i haven't done a single training, because i RTFM) should be able to at least try and read the bloody logs. It's definitely not rocket science.

1 reproduce the error
2 open the log
3 go to the time of the test
4 look what happens
5 Google it (or go to whatever knowledgebase or forum you think works)

It doesn't matter what product it is, you can always find something if you at least give it a try.
I can accept not getting it on the first try, but i do not accept dumping it in my lap, without even trying.
And it's because they never bothered trying it, that they dump it on me without even additional information about the problem, the time, and the user that has the problem.

It's a total waste of time to try and dig up one obscure error, in a log file where there's 24 hours of debug level logging, for about 800 users...