BlackBerry Forums Support Community

jdholston · 10-23-2007, 07:38 AM

I have migrated my users to a new BES and disabled the services on the old server and everything appears to be working fine. We are sending/receiving emails, but when I look in BB Manager I see that under IT Policy every user has Error listed. When I look at the IT Admin tab under any user's properties, it has the same thing there in addition to the Service Book. I try to resend both the IT Policy and Service Book, and it says that it was sent, but just says error after a few minutes. Anyone have any idea what I may have missed while moving the users??

Thanks,
JD

noname · 10-23-2007, 08:31 AM

Create a new brand IT policy that matches the original one, select one user as guinea pig, assign the new IT policy and see if there's any error. This is how I'd troubleshoot.

Mark_Venture · 10-23-2007, 08:52 AM

If your hand held has the policy from the OLD bes on it.. that will prevent the IT policy from the NEW BES from being accepted.. hence the error...

To move a hand held from one bes to another... you need to first wipe the hand held... this puts the device in a state ready to accept the policy from the new BES... then enterprise activate the device with the new bes.

Once you do that... the device will accept IT policy from the NEW bes.

jdholston · 10-23-2007, 09:26 AM

According to the KB articles, I did not have to wipe the handhelds if I did a knife-edge cutover. I backed up the existing database from the old server and restored it to the new server.

glennco · 10-23-2007, 02:24 PM

I had an extensive conversation with RIM about a similar issue, and the end result is that you have to wipe the handheld.

bertiebassett · 10-23-2007, 04:35 PM

Quote:

Originally Posted by Mark_Venture

If your hand held has the policy from the OLD bes on it.. that will prevent the IT policy from the NEW BES from being accepted.. hence the error...

I'm not sure I agree - I believe a new IT policy should over-write the old one once activated - we loan demo units out to corporates they come back with their IT policy on it, and one of the 'refresh' tasks as part of the book in cycle is to ent activate the device on our BES, apply the default policy and remove any passwords or other restrictions..

not tried the specific example of same domain, different BES however.