[richever]

I've finally got BES version 4.1 up and running. I've added a user with a device and I'm able to get email on the device with no problem. However, when I resend an IT policy to the BlackBerry the data doesn't seem to arrive. When I look in the logs (BESDEV_POLC_xxx.txt) I see the following line:

[20000] (04/07 11:40:34):{0xA30} {richard.xxx@yyy.com, PIN=23CBxxxx, UserId=1}RequestHandler::HandleITADMINDataCommand - ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAND, ErrorCode 0x20, ErrorText "20 Unknown Error" - Processing packet, Tag=23723450

The BES manager, under 'IT Policy Status', also reports an error. I'm going to keep researching this but if any one has any ideas I'd appriciate hearing them.

Rich

[simmoncb]

We've seen the same thing moving users and their devices from server to server. RIM tells us we need to do a security wipe on the handheld before putting it on the new server. It's supposed to be a security feature to prevent someone from finding your handheld and cracking the security on it by putting it on their BES.

[richever]

I was afraid of that. Well, it's something I haven't had to do yet so I'll give it a try. Thanks!

Rich

[Anka]

Hello

I had three case of IT policies recently, mostly with user receiving a replacement BB from our provider. I am running a BES 4.0.0.3 hotfix 2 on a Domino 5 environement. Already at 270 users (800 more soon, god save me ;)

In the 3 cases i have experienced, the IT policy status field on the console was staying at received and not ''Applied succesfully'' as it should have.

Wiping the device and re-activation was unsuccessful. Removing user from console and re-add him as no effect. I realize after some trials and errors that the encryption key have not been accepted by the device (a quick message flashed by on the screen). Plugging the device on Desktop manager and regen the faulty key solve my 3 cases.

Hope this can help

[dev]

What has worked for me in all instances in this order is :
1. Remove user from BES
2. Delete the State Database and the entry in the Profiles database (sometimes it exists)
3. Perform a security wipe of the device
4. Re-add the user to the BES
5. Activate device - either EA or wired (using the DM)

[richever]

Previously I had wiped the device using the javaloader.exe that comes with the development kit. I was hesitant to do this kind of wipe again until i read that I could use the 'wipe handheld' option avaliable on the blackberry itself. After doing this I removed the user from BES then readded them and reactived their device using enterprise activation. Doing all this seemed to work.

I appreciate all your advice. It was most helpful.

Richard