[cweighty]

Hi,

I'm not sure if this is in the right section, apologies if not.

A user within the company I work for has a new phone (Storm 2 to be precise) and wishes to be BES activated. He is already on the BES, with a different device/ PIN. Now, I have researched the process of 'Just assign a new BB activation password and it will work...' Well unfortunately this didnt work. I do not wish to remove the user fully from the BES due to (correct me If I am wrong) there is a 72 hour delay if the user wants to be added again, which unfortunately he does not have time for.

Some things to note:

- We are using Blackberry Manager v4.1
- I dont have the device to hand, so I cannot use the 'assign device' section
- It says the user is still running, the last contact the BES had with the users previous device was 11/20/2009, which is when he got the Storm 2.
- He is the only user on the BES. I was also on there at one stage, but took myself out last week
- We are running SBS 2003 w/ Exchange 2003 on our server
- The user in question is not an Administrator, he is a standard user

If I had the users previous BES enabled device to hand, should I wipe it/ remove all email connections to it? I can get hold of it, just not right now.

I think that covers if, but if there is anymore info you need, please let me know.

Hope you guys can be of help. Thanks for your time.



Chris.

[penguin3107]

Originally Posted by cweighty

Well unfortunately this didnt work.

Well, what happened? Why didn't it work? Error messages on handheld? Error messages in BES logs? etc...

Originally Posted by cweighty

(correct me If I am wrong) there is a 72 hour delay if the user wants to be added again, which unfortunately he does not have time for.

Not sure where you heard that, but it's complete nonsense.

Have a read through this and let us know where you're getting stuck.
KB13852 - Identifying and troubleshooting enterprise activation issues - Port3101.org : Your BES Connection

[cweighty]

It was just something that was in the back of my mind that I saw a while back. Must of been something completely different!

As far as it not working,

I set the activation password for the user, the user then attempted to activate the email account via his phone using the activation password set and nothing happened. Timed out.

Apologies for that, I must of been pretty vague (damn sleep)

Anyway, after doing a quick check through the logs, I wasnt able to pinpoint the moment that I had sent an activation password. So I did it again. Looking at the MAGT Log. [Note TEST1234[at]World.com is not the correct email addy, I changed it.]

[40423] (12/01 12:16:04.203):{0xF18} {test1234[at]world.com} Queuing new mail through notification (external). EntryId=30658
[40724] (12/01 12:16:04.203):{0x2178} {test1234[at]world.com} Get record key for this MAPI object, EntryId=30658
[40435] (12/01 12:16:04.203):{0x2178} {test1234[at]world.com} Queuing new mail through notification. EntryId=30658. Msgs Pending 0
[30085] (12/01 12:16:04.203):{0x2178} {test1234[at]world.com} New mail has arrived, EntryId=30658
[40287] (12/01 12:16:04.438):{0x2178} {test1234[at]world.com} Queuing message, RefId=-1074975960, EntryId=30658, Posted=12/01 11:54:50, Delivered=12/01 12:15:56
[30066] (12/01 12:16:04.438):{0x2178} Total Msgs Pending 1
[40669] (12/01 12:16:04.500):{0x2178} {test1234[at]world.com} Sending 1505 bytes of message body 26967 bytes, RefId=-1074975960, EntryId=30658
[30081] (12/01 12:16:04.500):{0x2178} {test1234[at]world.com} Sending message to device, size=1779, EntryId=30658, RefId=-1074975960, TransactionId=-888692515, Tag=24503
[40279] (12/01 12:16:04.500):{0x2178} {test1234[at]world.com} SubmitToRelaySendQ, Tag=24503
[40000] (12/01 12:16:04.500):{0x20D4} [BIPP] Send data, Tag=24503
[40000] (12/01 12:16:04.578):{0x20D0} [BIPP] Received status FAILED, Tag=24503
[30105] (12/01 12:16:04.578):{0x2178} {test1234[at]world.com} Message returned as FAILED - could not be delivered to device, Tag=24503, EntryId=30658
[30066] (12/01 12:16:04.610):{0x2178} Total Msgs Pending 0

Hope this makes things a little clearer. Thanks again.

[penguin3107]

Is the device properly provisioned with an Enterprise BlackBerry Data Plan?
Perhaps the carrier has only provisioned a personal BlackBerry Data Plan.
It needs to be Enterprise. This is a common issue.

[cweighty]

Yes, the user has a Blackberry Data plan and BES account all through the SIM. The only change that has happened is the user has changed devices.

I have had a look through the users new device and attempted to activate via a password that was sent earlier in the day by me (it was within the timelimit dont worry about that) and was able to attempt to activate the BEs by the usual means (setup wizard/ email setup/ i want to use a work email account with a BES/ entered user information/ activating... time out (after 15 minutes or so)

[penguin3107]

You've called the carrier and you made sure that the data plan wasn't changed when the user switched devices?
You double-checked... and then triple-checked?

[cweighty]

Not double or triple checked. I am going on what I've been told. I think I need to make a call...

[cweighty]

Update:

Just spoke to the user.

He has spoken with Vodafone UK who have stated that nothing has changed on his account, that he does have a BES data plan on his device...

Any thoughts?

[kgunderson]

You probably already did this...but checking again....
The password that the user needs....On his BlackBerry, did you go to Options, Advanced Options, and finally Enterprise Activation and enter the password here?
This would enable connection with the BES server.

[cweighty]

Yes.

The user works remotely, so I went to him and entered the activation code (I made sure it was a 48 hour expiry) and came back with the timeout/ contact administrator error after a couple of retry's.

An update so far:

Basically, I was having a problem with wireless activation on my BB (I took myself out of the BES as we only have 5 CAL's and others will be needing it soon) but managed to finally sort it with a wired activation (assign device etc.) At least I now know the BES software is configured correctly and nothing has changed since I was on it originally.

As I said, the user works remotely so a wired activation doesn't look like it is possible.

The user phoned his Data provider, who have stated that his account does have all the necessary data plans for his SIM/ Device to read BES.

I am running out of ideas here guys, is there anything you can do to help? I dont really want to pay £170 or so for a BB tech support call if the problem is something minor (which it probably is, its usually the most obvious thing)

Many thanks for your help so far guys.