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Old 01-23-2008, 10:05 AM   #1 (permalink)
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Default BES Activation issue

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Hello all,

I am having an issue with activating a users blackberry.

BlackBerry Enterprise Server Version 4.1 SP4
Microsoft Exchange 2003 SP2

Blackberry Device 8800 on AT&T/Cingular
software version v4.2.1.72

On the blackberry device I can activate any user except one.
This one user is the only problem I have issues with. I am guessing that there is some issues with the BES settings for this users account.

Any Ideas?

Thanks
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Old 01-23-2008, 10:21 AM   #2 (permalink)
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Any kind of error message? What is the problem you're having?
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Old 01-23-2008, 11:06 AM   #3 (permalink)
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Is the activation getting past Activating <email address>...?

If not check for the network email in the users Inbox with the ETP.dat attachment. If it's not there check other folder to make sure it's getting moved by a rule or filter.

If it is there check the Event viewer for any warnings that reference that user.

Also, does anything separate this user from the rest. Different mailbox store or Exchange server?
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Old 01-23-2008, 12:21 PM   #4 (permalink)
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I am just stuck at the Activating [email address] part.

Did a test message to see if the etp.dat file was filtered out, but that isn't the case.

upon activating the user, I see no other reference in the event logs other then
[AUDIT] "email address" - User added to the BES

Just a few mins ago I activated a different user on the same mailbox store. So it's not the mailbox store.

The problem user used to have a blackberry before and it worked fine. It's just strange why it isn't activating now.

Thanks for the reply guys.
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Old 01-23-2008, 01:22 PM   #5 (permalink)
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You could try to obtain dbclean.exe to clear the users mailbox of any old BB info that could be causing issues. When a user is added a hidden BB folder is created to hold BB only info and it gets deleted when a user is reomved but sometimes that's not the case.

That's one option to try. You might have to contact RIM to try and get dbclean if no one here can provide it for you.

How many users do you have on the BES? If you have only a few you could try the activation and restart the dispatcher and controller services force a rescan of the mailboxes to try and pick up the message.

Did you try IEMSTest for that user as well? It's a permissions test but it never hurts to cover all bases.
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