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Old 01-21-2008, 03:11 AM   #1 (permalink)
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Default BlackBerry Professional Software

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Hello everyone,

I am a new BlackBerry Administrator and have just been handed BlackBerry Professional Software as the 'new' BES from Vodafone NZ. Not many people seem to have used it yet (even the guys providing support to Vodafone customers!), but looking at the folder if self-extracts to it might be equivalent to BES 4.1.4. Indeed, the Help / About from BlackBerry Manager says '4.1.4.15', however the Home screen says 'BlackBerry Professional Software Version: 4.1.4.2'.

Anyway, my issue is that I have previously added a user to our single user license and, having had issues trying to set them up, had to remove them. This worked successfully once or twice, but now they are gone and the 'Number of Users' remains at 1; therefore, when I add a new user, it tells me that I do not have sufficient licences.

If I go into the user tab and search for this user, it doesn't bring up the 'not found' error (as it does with other users), however no record is actually displayed. So it seems to know it's 'in there somewhere', but does not show it.

I've read that there has previously been a 'purge deleted user' option, however I am unable to find this (despite repeated clicking!) in this version of the software.

The latest guidance from the support line was to remove and re-install, which I've done (using the same service account, but to a fresh database - hosted on a separate SQL server) and I still see one licence in use.

Does anyone have any thoughts or ideas on how I can reclaim this license or get the user removed successfully?

Many thanks in advance for your time and assistance,

Simon
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Old 01-21-2008, 11:01 AM   #2 (permalink)
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When you mention support, you meant you spoke to RIM?
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Old 01-21-2008, 02:18 PM   #3 (permalink)
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Default Support...

Hi there,

Thanks for your response.

For support, I spoke to the Vodafone self-install helpline that is available to us here in New Zealand. Although you get a free support incident with RIM with the software license, that's doesn't seem to apply to us over here... ?

TIA again,

Simon
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Old 01-21-2008, 02:19 PM   #4 (permalink)
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Wait sec...when you removed all the software, did you check the Program Files directory and the Program Files/Common files and the registry for any RIM / Research In Motion Folders?
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Old 01-21-2008, 02:20 PM   #5 (permalink)
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Default Idea...

Could I just remove the offending user from the SQL tables, or is that going to cause all sorts of inconsistencies?

TIA again again,

Simon
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Old 01-21-2008, 02:23 PM   #6 (permalink)
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If you remove the user, the user will no longer function, then again the user doesnt exist on the BES Manager already isnt it? So yes you can do that and that may fix your issue. A restart of SQL would do it but I would rather restart the server just in case.
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Old 01-21-2008, 02:41 PM   #7 (permalink)
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Default Very odd...

I did remove the user and was able to re-add it, however I had to do so from the database used PRIOR to the re-installation of this software, even though I created a new instance on the re-install.

In the BlackBerry Server Configuration application it definitely says the new database there, however adding a new user does indeed create it in the old table.

Is this information stored somewhere in a configuration file or the Registry that is not updated properly on a remove and re-install???

Thanks again,

Simon
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Old 01-21-2008, 02:44 PM   #8 (permalink)
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Default Re: Checking for folders...

Hey amukhey,

I did not check for stray folders during the uninstall, no... Should I have then - does stuff get left behind?

Thanks,

Simon
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Old 01-21-2008, 03:25 PM   #9 (permalink)
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On your bes manager or on the BES configuration, are you sure its pointing to the new db or the old one? seems that is pointing to the old one hence your message above.
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