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Old 10-15-2007, 04:15 AM   #1 (permalink)
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Default Handset details not being reported back to BES

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Hi Folks,

I've got 41 users on the BES at work and 40 of the handsets report back the BB Device Model, Platform Version, BB Version and so on. One, however, doesn't - it's the most recently added user. The user shares the profile with about 30 other users.

If I highlight this user and go into the Edit Properties dialog, the BlackBerry Device (read-only) entry isn't there.

Any ideas?

BES v4.1.2 Single server
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Old 10-15-2007, 06:21 AM   #2 (permalink)
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What mail platform (and version) are you running?
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Old 10-15-2007, 06:31 AM   #3 (permalink)
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Could it be that this user is not using a BB device but one with BB Connect. That's where I see this issue. Or if the user is not completely activated. Then the PIN is known by the BES but no Device info is available. Maybe that helps.
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Old 10-15-2007, 07:31 AM   #4 (permalink)
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Options
Advanced Options
Enterprise Activation
In the Email field, hold down and type cnfg
It will throw in "9,6/", but afterwards, it will take you to a hidden screen.
In there, you can look to see if the user is activated or not.
If no, then go activate.
If Yes, then Change Wireless sync to no.
Exit and Save
Go back in and set back to Yes
Exit and Save
Resync should happen within 5min.
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Old 10-15-2007, 09:21 AM   #5 (permalink)
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Thanks for the replies folks. The Alt-cnfg from Grimlin looks like the favourite so far. All I have to do now is track down the user!

Many thanks.

Dave
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Old 10-16-2007, 05:43 AM   #6 (permalink)
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Unfortunately, the Alt-cnfg thing doesn't appear to have worked. Can I resend an activation password and she go through the enterprise activation again or do I have to erase data and disable handheld and then do the enterprise activation routine?

Thanks for any advice.
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Old 10-16-2007, 06:48 AM   #7 (permalink)
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You can re-set the enterprise activation password and try to re-activate ... RIM however recommends wiping the device prior to attempting an EA (thats not to say it needs to be done to function).

Try first deleting the Desktop [SYNC] service book and then undeleting it (by pushing in the trackwheel and selecting undelete on the service book screen).

What is the model # of this device?
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Old 10-16-2007, 09:22 AM   #8 (permalink)
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...and OS version?
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Old 10-18-2007, 03:09 AM   #9 (permalink)
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Hi Folks,

Had to remotely "Erase Data and Disable Handheld", then reactivate the handset.

The details then came in about 5 minutes after activation. It's an 8700. Platform 2.3.0.77 BlackBerry version 4.2.1.94.

Fortunately, the re-activation seems to have cured this problem.

Thanks for all the suggestions!

Dave
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Old 10-18-2007, 06:57 AM   #10 (permalink)
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Actually you just have to do a delete and undelete of the Desktop [SYNC] service book and wait for 5~10 minutes.
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Old 05-07-2008, 11:19 AM   #11 (permalink)
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process described by noname worked for me with an 8120 and an 8310.
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Old 05-07-2008, 11:25 AM   #12 (permalink)
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I had this happen once only to find out the user shut the Blackberry off just after it activated. So it never got the chance to check in. We have a few older executives which have a Blackberry, but rarely ever use it. They just keep it off until something comes up that they need it. Kind of annoying, but I am not going to fight it.
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