[millardus]

Hi guys,

A BES user of mine broke his BOLD 9700 2 days ago and has got a replacement STORM2.

He has swapped the SIM over to the STORM2, and is trying to re-activate, but getting following error all the time:

The Blackberry enterprise server has not responded to your activation request. An error may have occurred

He is receiving the .dat file but it is aparently not leaving his mailbox. I have tested the SIM swap process myself, using 2 BOLD 9000 devices, and re-activation works fine for me. However, not for him.

He has a strong GPRS signal where he is so I am unsure where this problem lies. he claims that the phone has been "unlocked" by his carrier.

Any thoughts?
(For you BES gurus out there, I have enabled pre-population after wipe on my BES servers, if that might have any impact, though I can't see why)

[dankarlinski]

Wirelessly posted (White and Nerdy)

I would double check the unlocked issue. That would be my main concern atm

[penguin3107]

Originally Posted by millardus

He is receiving the .dat file but it is aparently not leaving his mailbox.

Indicative of a permissions issue. Verify that the BES service account has the correct permissions to this user's mailbox.

Also, make sure that there are no anti-spam/anti-virus filters in place that may be altering the etp.dat attachment, or the activation email message itself.

[millardus]

I have only just asked him to confirm whether the etp file is staying in his mailbox.

He was activated fine until he got the new BB, old one being retruned so permissions issue just seems unlikely as noything has changed for him in Exchange\BES for instance.

He just confirmed, Etp email is still in his mailbox...

[penguin3107]

Just so we're clear... this user is using the new activation password you set... not the old activation password from the previous device, correct?

There's really only a few causes for this particular error.
1. The BlackBerry smartphone user account is not correctly configured for enterprise activation.
2. The BlackBerry smartphone user account was not created on the BlackBerry Enterprise Server.
3. An activation password was not created.

#1 and #2 can pretty much be ruled out.
How about #3?

[millardus]

I would say all 3 are covered. Definitely given him numerous passwords to try, and I've tred to activate him on my 2 devices also. i just restarted my primary BES after failking over to standby. On primary server I activated a "test" user and etp file remaining in it's mailbox also, when i failed over to start the restart, I got an error but then activation seemed start to initialise again. So I am re-trying an activation on my standby BES whilst other one rebooting.

[millardus]

Same problem with this guy no matter whether he uses a Bold9000, Bold 9700 or Storm2.

3 other new activations worked fine, I have tried it on both BEs servers, no luck. it just hangs at "activating Joe.Bloggs" and then after about 6 minutes bails out with the error I mentioned. I've decided to delete his account and try again as I am bafoodled.

[millardus]

Deleting his BES account and trying again fixed it. Does anyone have a thought as to what the heck went wrong? This was soo annoying.

I may well figure it out myself but to avoid pullng out the remaining starnds of hair I have, any thoughts would be welcome.

[knottyrope]

if you know how to use SSMS you can look at a folder called ITAdminQueue in the BESMGMT database.
In there you will see extra info for the affected user and BES gets confused somehow.
Removing the entries for the afected user fixes that issue for me.

You have to do some digging for UserConfigID and match it to user name.
I have done this on BES 4.1.4 to SP6


Removing the user from BES does the same thing.

[millardus]

Thanks Knotty, yes I can use it. I assume that you mean checking this whilst the problem is apparent? Now that I have resolved it II suspect the evidence is gone. But thanks for the tip anyway.

When you say it performs the same function as removing the user, does that include removing the wireless backup items? Not that they cause me sleepless nights but still interesting to know.

Thank you Dan, Penguin and Knotty for the input though.