[x0rerror]

Hi Everyone,

We are located in Canada and have no problems adding devices to our BES server.

Recently i was requested to add an out of country user to our BES server.

He keeps on getting a retrying/Server not responding message.

He is from India and his carrier is Airtel. He said he has previously joined a BES server with his device, to which he is no longer joined.

He has wiped his device, but still gets the Server Not Responding message.

Any ideas as to why this would happen? As i said we can activate rogers/bell carrier blackberries with no issues.

I'm stumped. All your help and suggestions are appreciated. If you need more info i will be more than happy to provide it.

thanks again.

x0rerror

[Nielo]

Any entries in the BES logs?

Is the initial,activation e-mail coming into his mailbox?

Is EDGE in upper case?

Not 100% sure but I think India is one of the countries that got the "key" to decrypt the datastream, don't know if this would have an influence in this case?

Nielo

[x0rerror]

Originally Posted by Nielo

Any entries in the BES logs?

Is the initial,activation e-mail coming into his mailbox?

Is EDGE in upper case?

Not 100% sure but I think India is one of the countries that got the "key" to decrypt the datastream, don't know if this would have an influence in this case?

Nielo

Hi Nielo thank you for your help.

I have checked the BES_MAGT log and willpost the results at the end of this message.

Excuse my ignorance, when you say is EDGE in uppercase i am not sure what you are referring to.

I didn't send an initial activation email, i specified a password manually through user setup and had him use it to try to join the BES.

Thanks again for your help.

BES_MAGT LOG:

[40702] (05/26 00:15:15.133):{0x290} {Myuser@MyDomain.com} Starting message rescan
[40703] (05/26 00:15:15.148):{0x290} {Myuser@MyDomain.com} Message rescan completed
[30160] (05/26 00:17:42.188):{0x15D8} {Myuser@MyDomain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40442] (05/26 00:17:42.188):{0x15D8} User settings: email=Myuser@MyDomain.com, routing=Myuser@MyDomain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Myuser, server=EXCH2007 (session : 0x01682840)
[40367] (05/26 00:17:42.188):{0x15D8} {Myuser@MyDomain.com} User Stats - Msgs: Latency 0s, Sent/Min 0, Received/Min 0
[40859] (05/26 00:17:42.188):{0x15D8} {Myuser@MyDomain.com} StateDb stats: cache hit=0% (0/0), coverage=0%, searches=0/0
[40423] (05/26 00:22:52.878):{0x13CC} {Myuser@MyDomain.com} Queuing new mail through notification (external). EntryId=7379817
[40724] (05/26 00:22:52.878):{0x1E58} {Myuser@MyDomain.com} Get record key for this MAPI object, EntryId=7379817
[40435] (05/26 00:22:52.878):{0x1E58} {Myuser@MyDomain.com} Queuing new mail through notification. EntryId=7379817. Msgs Pending 0
[40719] (05/26 00:22:52.878):{0x1E58} {Myuser@MyDomain.com} GetFolderIDFromList No folder ID in list for EntryID
[40282] (05/26 00:22:52.893):{0x1E58} {Myuser@MyDomain.com} Queuing DATA from , Tag=-1562292819, EntryId=7379817
[30083] (05/26 00:22:52.956):{0x1E58} {Myuser@MyDomain.com} Sent ETP::STATUS to BlackBerry system, Tag=-1562292819
[40700] (05/26 00:22:52.956):{0x1598} {Myuser@MyDomain.com} Receiving packet from device, size=497, TransactionId=-873876418, Tag=-1562292819, content type=OTAKEYGEN, cmd=0x3
[40000] (05/26 00:22:53.050):{0x1598} {Myuser@MyDomain.com} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 195141585
[40000] (05/26 00:22:53.050):{0x1598} {Myuser@MyDomain.com} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 195141585
[30000] (05/26 00:22:53.175):{0x1598} {Myuser@MyDomain.com} Sending data to Dispatcher, size=112, Tag=924394
[40000] (05/26 00:22:53.175):{0x1598} {Myuser@MyDomain.com} SendToDispatcher, Tag=924394
[40000] (05/26 00:22:53.175):{0x1598} {Myuser@MyDomain.com} *** OTAKEYGEN *** Generating AES256 key
[41079] (05/26 00:22:53.472):{0x1598} {Myuser@MyDomain.com} PagerImp::SaveChanges: changed items = 70, 74, 85 Size = 288
[40000] (05/26 00:22:53.534):{0x1598} {Myuser@MyDomain.com} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 195141585
[40583] (05/26 00:22:53.534):{0x1598} {Myuser@MyDomain.com} Sending packet to device, Size=250, Tag=924395, TransactionId=-872681727
[40279] (05/26 00:22:53.534):{0x1598} {Myuser@MyDomain.com} SubmitToRelaySendQ, Tag=924395
[40279] (05/26 00:22:53.534):{0x1598} {Myuser@MyDomain.com} SubmitToRelaySendQ, Tag=-1562292819
[40239] (05/26 00:22:53.534):{0x15A0} {Myuser@MyDomain.com} Still handled by desktop
[30160] (05/26 00:22:53.534):{0x15A0} {Myuser@MyDomain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[41079] (05/26 00:22:53.550):{0x15A0} {Myuser@MyDomain.com} PagerImp::SaveChanges: changed items = 91 Size = 8
[40442] (05/26 00:22:53.550):{0x15A0} User settings: email=Myuser@MyDomain.com, routing=Myuser@MyDomain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Myuser, server=EXCH2007 (session : 0x01682840)
[40239] (05/26 00:22:53.550):{0x15A4} {Myuser@MyDomain.com} Still handled by desktop
[30160] (05/26 00:22:53.550):{0x15A4} {Myuser@MyDomain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40442] (05/26 00:22:53.550):{0x15A4} User settings: email=Myuser@MyDomain.com, routing=Myuser@MyDomain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Myuser, server=EXCH2007 (session : 0x01682840)
[30000] (05/26 00:22:53.550):{0x15A8} {Myuser@MyDomain.com} Sending data to Dispatcher, size=375, Tag=924396
[40000] (05/26 00:22:53.550):{0x15A8} {Myuser@MyDomain.com} SendToDispatcher, Tag=924396

[pootshwan]

Excuse my ignorance, when you say is EDGE in uppercase i am not sure what you are referring to.

He's referring to the text in the upper right hand corner of the blackberry on the home screen. If it is uppercase the device is receiving data.
Here are some of the coverage indicators:

EDGE: Can use the phone, send and receive email, PINs, SMS texts, and MMS messages, and use the browser with a high-speed data connection.

GPRS: Can use the phone, send and receive emails, PINs, SMS texts, and MMS messages, and use the browser.

edge/gprs/GSM: Can use the phone, send and receive SMS texts and MMS messages.

SOS: Only emergency calls (dialing '112' will connect you to any existing carrier coverage to complete the call if you're outside your own carrier's coverage area).

[knottyrope]

Still handled by desktop, is why

Does user have a BES dataplan?
Did user ever use desktop manager?

[x0rerror]

Guys, All of you, Thank you so much for your help with this issue.

This is an amazing community you have going here, always people willing to help even with the most mundane of questions.

From this thread alone i have learned more stuff.

What i did is i had the user attempt to send me a PIN message, once i realized he could not send a PIN to my or any device, i further searched for resolutions.

He contacted his service provider and low and behold they reset/reactivated his device for him and now he is receiving email on his device. I'm guessing either missing service books, or he indeed wasn't provisioned for the BES.

Again thanks allot for your replies, i'd buy you all couple of beers if i could.

take care,

x0rerror