Blackberry will not Activate

[totalcare]

Hello all,

Yes, this looks like an age old question, but I am not sure it is. I have a curve that will not Activate. I am running an Exchange 2007 Server in a Windows SBS 2008 environment. The BES server was recently added and 2 users installed without any problem. Today I have tried to add a 3rd user and it will not activate. The ETP.DAT file is received by the Exchange server, but is never processed. The BESAdmin account appears to be setup correctly and definitly works for the first 2 users.

The original 2 users are on AT&T, this user is on Verizon. Not sure that it makes any difference, but just wanted to note the carrier difference.

I have checked with Verizon and the provisioning is properly set.

There are no errors showing in any of the logs that I can find.

Thoughts/Ideas??????

Thanks,
Jack

[totalcare]

Correction - The original 2 users are on NexTel, NOT AT&T.

[dpeters11]

The carrier doesn't matter, the BES doesn't care about that. You say that the activation email is received by the Exchange server. This may be a matter of semantics, but do you actually see the message in the users inbox? If you log into a system using the bes account, can you add the users mailbox in Outlook?

[hdawg]

Run an IEMSTest from the BES against that users account. ... give this a review too: KB13852 - Identifying and troubleshooting enterprise activation issues (http://www.port3101.org/featured-blackberry-kb-articles/1051-kb13852-identifying-troubleshooting-enterprise-activation-issues.html)

[totalcare]

Dpeters11 - Yes, I can actully see the message in the users inbox. I am not onsite today, so I have not had a chance to login on a system with the BESAdmin account and read the mail, but see the IEMSTest results below.

hdawg - Here are the results from the IEMSTest. The first user, Andy works. The second user, Mark is the problem. Based on these results, it should be working.

BlackBerry Enterprise Server Utility - IEMSTest.exe (IExchangeManageStore), Vers
ion 1.0
Copyright (c) Research In Motion, Ltd. 1999. All rights reserved.
Opening Default Message Store Mailbox - BPSADMIN.
Opening message store for AndyV using /o=First Organization/ou=Exchange
Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=AndyV /o=First Organiza
tion/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Serv
ers/cn=SBSERVER/cn=Microsoft Private MDB.
AndyV's Mailbox opened successfully.
Root Folder opened successfully.
Folder created successfully.
Test folder deleted successfully.
Test completed successfully for AndyV.
Opening message store for MarkW using /o=First Organization/ou=Exchange
Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=MarkW /o=First Organizat
ion/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Serve
rs/cn=SBSERVER/cn=Microsoft Private MDB.
MarkW Mailbox opened successfully.
Root Folder opened successfully.
Folder created successfully.
Test folder deleted successfully.
Test completed successfully for MarkW.

I looked at the KB article and none of that seems to apply either.

Thanks,
Jack

[hdawg]

what error message is received on the handheld with the failed activation?

[totalcare]

After sending multiple ETP.DAT files to the users Exchange account, you finally get the generic "An error has occurred. Please contact your administrator".

[totalcare]

Perhaps I spoke too soon. This is a remote user and has had little access to Outlook, but apparently he took the time to forward all of his email to a personal account in order to access it on his blackberry before the BES was installed. The rule is the likely culprit and has been disabled. I will post an update tomorrow after I retry activation.

[totalcare]

Sorry for the late post... Still no joy. I have spent over 4 hours on the phone with RIM and it just will not activate. Please post if you have any suggestions. I will update you when I get a working solution.

Jack

[hdawg]

re-read the link I provided above. KB13852 - Identifying and troubleshooting enterprise activation issues (http://www.port3101.org/featured-blackberry-kb-articles/1051-kb13852-identifying-troubleshooting-enterprise-activation-issues.html)