[Nomis]

Since this forum seems to get things fixed faster than calling it in to BB Support....

I have a 7510 with version 4 of the HH OS. I can not get EA to work on the device whether the device is plugged in or if I try to do it OTA. I get the "Activating... " message. But that is as far as it goes.

The users account has just been upgraded to 4.0.3.5 on the BES.

What am I missing?

[Baldric]

Does the user work with a pst file?
have you tried deleting and re-adding the user on the BES and then EA.

[dev]

How's it going Nomis? What have you done now..
First off...is the device activated on the wireless network? Simply pop out the SIM card (very carefully) and replace it and observe the screen for the security verification/validation.
If all comes up well without error messages...then that's good
Ensure that the wireless radio is turned on (hey...you never know)
How long ago was the account setup with the activation password....try resetting it (there's a timeout for the setup - 48hrs max I believe)
If still no go, then I would do a wipe/load of the device (as a last resort)
Let me know how it goes..

[Nomis]

Be Nice! Give a newbie a toy and see what he breaks I beleve is how this works.

Baldric - I'm on Notes, not exchanges. Probably should have said that on the outset.

The HH is active, I can make calls on it all day long and I am not getting errors when I start it up (even after removing the battery and SIM). I tried resetting the password to something simple to make sure that I was entering the password right and that seemed to take.

When you say wipe, do you recommend a javaloader wipe or just a wipe from the HH?

[dev]

Yes..use the DM to erase and reload the apps on the device. and then leave it cradled and connect to the BES and do the whole "regenerate" a key thing. Before getting to this stage, remove and re-add the user to the BES. Get rid of the old state database as you did before for the other users. This should clear any corrupted service books or incomplete modules installation.
Have fun

Keep an eye on the MAGT and SYNC logs during activation for the user.
The logs are located in X:\program Files\Research in Motion\BlackBerry Enterprise Server\<server name>\Logs.

[Nomis]

If I remove them, will all their old data be lost?

[Nomis]

Log on WDCITSGW0ND6BS4): 02/09/2006 06:33:55 (AFFF4EFD) -> {USER} CompressEncrypt() failed, Error=0

Is the error that keeps appearing in the log for this user

[Nomis]

CORRECTION...

[30000] (02/09 06:34:00):{0x310} Queuing alarm: BlackBerry Dispatcher CN=wdcitsgw0nd6bs4/O=DRHS (Application Event Log on WDCITSGW0ND6BS4): 02/09/2006 06:33:55 (AFFF4EFD) -> {USER} CompressEncrypt() failed, Error=0

Is the error that keeps appearing in the log for this user

[dev]

You can still prepopulate the device upon activation (it's a default setting) with 5 days of email, up to a max of 350 messages. That way they can still reply to messages from at least a week.
W.R.T to contacts and calendar entries - since this is a new activation the user hasn't had a chance to add anything to the device that would be different than what's on the Notes client ( personal NAB). Calendar entries are still on there on the Notes client as before. As a good practice procedure, always do a backup (backup and restore applet) with the DM if possible before proceeding, though the BES does a wireless backup (I think it's configurable...can't remember).

[alm1]

Nomis
If you have a specific error like that i suggest searching here, blackberry.com and google before wiping the device as dev has suggested. Thats quite an extreme step.

if you have no luck i would give suport a call or have a dig around and see what CompressEncrypt does and how it is used.

Also if this is from a log from the server, unless you are getting handheld exceptions popping up through the event log for that user, i wouldnt get to worried about the device especailly if it is brand new.

[Nomis]

Thanks alm1. I had already wiped the HH and restored from the backup. The upside is that it is working now and the customer is a happy camper.

[dev]

Based on the error seen in the log for this user, and the fact that the Activation hangs it may be possible that this device was previously assigned to another BES.
If the handheld already has an IT policy applied from another BES, the handheld rejects the new IT policy and wireless activation does not complete. This can happen if the handheld was previously activated on another BES that does not share the same database as the current BES on which you are trying to activate the handheld.
Check the logs for any references to "OTAKEYGEN", "KEY_ACCEPT" or "KEY_REQUEST" issues. If the device was previously provisioned, then you'll have to wipe/reload the device.
Ensure that the user's email address is correctly identified during the EA process if EA is attempted again.
Just to add some more info - the Activation process is basically completed the following way:
1. The Handheld sends an activation request packet - initiated by the user after supplying email address and password (activation)
2. The BES server sends an activation response - 1 & 2 exchange routing info, server public keys
3. Master keys are established and verified - activation proceeds after this stage
4. Service books are sent
5. Data is loaded - PIM stuff
Your problem is between 1 & 2, that means the device never gets an activation response from the server. Could be that you're running an anti-virus software that blocks the *.dat file with the reponse information from getting to the device.
That's my take on your issue....

Took too long to submit response....