[projectman]

[Inphektion]

[projectman]

[Inphektion]

[headtailgrep]

[projectman]

[zabagar]

We've had the BES for about 3 months.....pretty simple to admin.
I have 1 user that just stopped being able to receive messages about a week ago. I check the BES and I can see it has not contacted the handheld since midnight about a week ago. The status of the last message says, "Refused by Handheld" instead of "Delivered to Handheld".

What can I have to user try? Generating a new encryption key? Doing a master reset?

The user with the Blackberry unit (7000-series) is out of state so I don't have it with me. I have to issue instructions over the phone....it's difficult!
Pass any ideas along and I'll be grateful.

-thanks guys,
Z

[Natrone]

We have 1500 users on 5 servers and I have seen this before. Normally you must contact the service provider and check to see if the account is still active to receive data service.

[dshearon]

have you tried having them reset the device?

normally this error happens when the user did not setup Corporate data access on thier wireless plan however if it was working fine before i would try having them reset the device....

also what kind of device is it?

there are 7100, 7200, and 7700 series devices let me know and i will give you the rest button combo.

[zabagar]

The beast in question I believe is a 7510. I know how to do the "master radio reset" if that's what you mean.

I'll check with the service provider (Nextel) but I tend to think it's okay at their end, because every blackberry we have has the same options under our corporate account. So I don't know why it would stop one day. OF COUSE THIS DOESN'T MEAN IT DIDN'T HAPPEN!


I was going to troubleshoot more today but the "end user" forgot to bring his USB cable, so he can't connect it to his laptop. I'm gonna collect suggestions and call him tomorrow to resolve hopefully.

Thanks all!!!

[dshearon]

not sure if master radio reset is the same thing...to reset the devic itself you want to push tese 3 buttons at the same time.

crescent key (one used to get numbers), the right CAP key and the DEL button...see if that helps...

the device does not need to be connected to do this.

[Sdevitt]

We have had that happen to a few users in my company. The issue lies with provisioning of the Blackberry service on the users account. They may have phone service but the Blackberry Service is not working. In every case that I ran into, all of them were fixed with a call to the billing department of the service provider.

[stonent]

Originally Posted by Natrone

We have 1500 users on 5 servers and I have seen this before. Normally you must contact the service provider and check to see if the account is still active to receive data service.

BTW thanks for getting that account created for me when the two other guys were on vacation during christmas.