My only helpful hint is to check the version of BB connect on the device is the correct version for the Nokia.

Each different version of Nokia platform has its own version of BB connect.

If the etp message is reaching the users mailbox does anything happen with it?

it should be removed by the BES.

If it isnt going anywhere it could be a symptom that the ETP msg has been changes/renamed/scanned or even permissions to that mailbox are not sufficient for the BESADMIN account to access.