[Jadey]

Hello all

I am trying to activate a device in Canada. Well, the user is in Canada trying to activate the device, I am in London with my BES.

A little background - the user transferred to Head Office (my company) from a subsidiary in the group (who had their own domain/BES/Domino setup).

The user works on a 4-8 day turnaround of answering my questions via email, and never answers the phone, so this EA has already taken up most of my adult life.

I sent the user instructions on how to wipe the BB when he left subsidiary company (did not want to keep any data) and he said he did that part. We then tried the wireless EA.

It all looks odd from my side - I got the alert from my BES telling me a new user had been activated yesterday. However, although BES Manager shows 20 messages forwarded to the handheld, it has pulled back NO information (device model, network, phone number, etc).
Also, the IT Policy Status Message says: Processing Stopped: Invalid PIN

This is a new one for me, and I am having to try and resolve it with no user input (which is not great as the device is in CA).

I searched for that phrase in this forum and got 2 hits:

http://www.blackberryforums.com/bes-...ty-issues.html
I don't think this applies as all my BES's are 4.1.3.x

http://www.blackberryforums.com/bes-...valid-pin.html
This thread just confused me.


Has anyone seen this before? Or can you possibly point me in the right direction to save some time (i.e. IT Policy from old org not cleared? User did not wipe handheld before EA?)

I know I am asking you to second guess a little here, but hey, welcome to my world!

[fadmin]

If you assign different IT policy rather then default to a user before activation takes place that will cause IT policy status to switch to Processing Stopped: Invalid PIN.
You can ignore it as this will not prevent you from activating device and agree it is misleading.

[ikazi]

Do you have any Handheld Security policy. Check your Enterprise Service policy is disabled. If enabled check if the handheld is allowed in your network.

Just a thought.
ikazi

[Jadey]

* I don't have a handheld security policy...
* I changed the policy type to Default, and now the IT Policy status is "Received"
* BES returns no info about the device (PIN, model, network, software on hh, anything except "GPRS" as data type)
* I am now getting the following Windows Application Log entries:

Event Type: Warning
Event Source: BlackBerry Policy Service
Event Category: None
Event ID: 20000
Date: 02/05/2008
Time: 14:01:28
User: N/A
Computer: XXXXX
Description:
{user@company.com, PIN=A1A1A1A1, UserId=61}RequestHandler::PollForMissingApps: GetHHCodePackages failed with the error: HHCM_NO_STATE_INFO_FOR_PIN.

AND

Event Type: Warning
Event Source: BlackBerry Policy Service
Event Category: None
Event ID: 20000
Date: 02/05/2008
Time: 14:01:28
User: N/A
Computer: XXXXX
Description:
The current state for PIN a1a1a1a1 is not available.

Any ideas?! The device and user are still in Canada, so I have no visibility of HH.