[Lemegeton]

hi all,
need some real bes geniuses to help me with this one.

on my corporate BES at the moment if i try and activate a bb for a new user to the company who has never or rarely been present on the BES then the activation goes through fine.

but if i try and activate an existing employee who for instance has a new device and needs it synched, the blackberry will not synch OTA and their outlook inbox displays the blackberry.net etp.dat mail. i know this is a problem with the Blackberry Messaging Agent cos my workaround is to delete them from BES and re-add them and restart controller, dispatcher and Blackberry Enterprise Server and then the OTA goes through fine.

but this is such a big company with 1 BES that doing this for everyone is not an option and i need to find the cause of the problem

Can anybody help or give me some ideas

[raindownsugar]

L-

We delete and readd accounts for existing users with new devices but we don't have to restart any services. We are BES 4.1.3, GW. RIM sent us this link which addresses it . . .perhaps this will help . . .

BlackBerry Search Results

[John Clark]

But when you delete and readd users, don't you lose all their wireless backups?

[Lemegeton]

Originally Posted by raindownsugar

L-

We delete and readd accounts for existing users with new devices but we don't have to restart any services. We are BES 4.1.3, GW. RIM sent us this link which addresses it . . .perhaps this will help . . .

BlackBerry Search Results

i have always done that regardless. anytime an existing user gets a new device i always wipe the existing device and remove and re-add them from the bes so that i am starting from scratch with the new device. i am doing that currently ,make sure new and old devices are wiped, remove and re-add the user , try and activate new device, and i get the problem i described.

[juwaack68]

Originally Posted by John Clark

But when you delete and readd users, don't you lose all their wireless backups?

Yes, they do, and then they have to reconfigure all the settings that they had on their old device (they also lose any Password Keeper data when this is done, at least with Exchange).

[jsconyers]

What version of BES and mail platform are you using??

What error does the device display? At what point does it display an error? Does it get to verifying encryption?

Are the blackberry.net etp.dat emails being deleted from the inbox or do they just sit there?

Juwaack, the same thing happens with GroupWise as well.

[Lemegeton]

using exchange 2003
bes version 4.1.4
the etp.dat mails just sit in the inbox and the blackberry never moves from
'activating'

[bbgirl]

does anyone run handheldcleanup anymore?

seems like this would work fine without having to go into the database...(eek)

[Lemegeton]

ran handheldcleanup and it made no difference