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Old 01-30-2008, 04:11 PM   #1 (permalink)
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Default Blackberry Professional License Issue

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Hello, I'm hoping someone can help me out. I picked up my first BB yesterday from the local USCC store. I filled out the form for the BB Professional Software download. Installed it and it "seemed" to be working fine. I added a user and it said initializing, I then tried the wireless activation from the handheld and it seemed to be stuck at Activating, so I started searching the web for an answer, one was to wipe the phone and re-create the user. So I did, phone wiped fine, user deleted ok. When I went to recreate the user it now says that I am out of licenses. Can anyone help me figure out why when I removed the user it didn't open the license for a different user? I'm using the same account each time. My setup is a Windows 2000 SBS server, BB Professional 4.1 for Exchange and my handheld is a BB 8130.

Thanks for any help,

Matt

Last edited by mattshouldbeworking : 01-30-2008 at 04:27 PM.
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Old 01-30-2008, 05:47 PM   #2 (permalink)
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Check the Users Pending Delete tab. It can take some time for the user to completely remove from the BES. IF the user is there just purge them and then add the user back. Also, here is RIM's article for troubleshooting Enterprise Activation:

BlackBerry Search Results

Also, make sure that your BB can send/receive PIN messages. If you can't then you don't a data plan enabled from the carrier. What is the Signal strength? What is showing for the network indicator? Do you have any strange emails in your Inbox?

When you start the EA a message gets sent to the user and the message has to arrive in the Inbox unmodified for the BES to recognize it and start the EA process on the BES.

Review the article let us know if you have any questions.
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Old 01-31-2008, 01:12 AM   #3 (permalink)
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You have to ensure that your Blackberry is working under the besadmin account.

You will have to go to Administrative Tools > Services

Select any of the Blackberry services

Select the logon tab and verify which account the services are logging in as besadmin. If they are not logging in as besadmin then perform the following steps in this link

BlackBerry Search Results.

3&stateId=1%200%2091214769

Then you will have to go to Blackberry Server Configuration and delete the database and then recreate it.

Make sure you know your server instance, Client Access License Key, SRP and SRP License key before performing this step. Then you will recreate the database and follow the steps in the wizard

Edit the MAPI interface and make that youhave the right email server name and the account name created in the above html link.

All of this will trick the software and release the license key. I just did all this today with BB support walking me through all these steps. The support guy admitted that the Installation document needs to be updated....

regards

Doonerjack
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Old 01-31-2008, 01:15 AM   #4 (permalink)
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Default Solution II

Blackberry Professional Software 4.1 does not have a Delete Pending users tab.....This is one of the features that was removed from this version...

Doonerjack
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Old 01-31-2008, 09:37 AM   #5 (permalink)
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Thanks for all the help, I was actually able to find the user in the SQL table, and delete it there which cleared the license. I still can't get it to activate the phone on the server though. I have it send the email, I enter the info into the phone, which sends the email with the .dat file to my desktop, but the server never seems to grab it. I can't figure out what is wrong at this point, I've gone back through all the permissions and they seem to be correct but something is off and I can't seem to locate it.

Matt
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Old 01-31-2008, 10:29 AM   #6 (permalink)
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If the email is not getting picked then either MAPI isn't working or permissions are not correct.

What version of mapi32.dll are on the BES. Just search for the file and check the version tab in Properties.

If MAPI32.dll is the same on both the BES and the Exchange server then it should be ok.

You can try running IEMSTest for permissions:

BlackBerry Search Results

If the test passes then it shoud be ok. You can also track the activation through the logs:

BlackBerry Search Results

This way you can see if the logs show anything a the time of the EA. Also, is there any text in the DAT file and what is the subject line?
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Old 01-31-2008, 10:51 AM   #7 (permalink)
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I checked the mapi32.dll, since I am running this on the same server as the exchange server should there only be one, in the system32 folder??

I ran the IEMSTest and it brought up a box for choosing a profile, if I choose the BBManager profile and choose my user name it gives an error of no address returned. When I choose the BBServer profile and choose my username it comes back tests successful. I'm not sure which is the correct one or if maybe that is my problem.

As for the email the subject is "RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2" and there is an ETP.DAT file of about 618bytes attached. The body starts out with "This message is used to carry data between...." after that there is a "BEGINETP 400" and a bunch of characters.

Thanks again for helping a new guy out.

Matt
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Old 01-31-2008, 11:17 AM   #8 (permalink)
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Ok, so the email is fine. Is the BESAdmin mailbox hidden or yours for that matter? If not you can always create the BlackBerry Manager profile by deleting it from the registry and re-opening the Manager, you will ge prompted to create the profile again. You should be able to use both profiles to connect to the mailbox.

The reg directory is:

HKEY_Current_User\Software\Mictosoft\WindowsNT\Cur rentVersion\Windows Messaging Subsystem\Profiles\

You will see both BlackBerry Manager and BlackBerry Server. To be safe just export the key before you delete it.

Try that and see what happens.
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Old 01-31-2008, 11:29 AM   #9 (permalink)
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Ok, I deleted the reg entry for the profile and opened the manager back up but I didn't prompt me to recreate the profile.
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Old 01-31-2008, 11:36 AM   #10 (permalink)
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I tried running the IEMSTest after deleting that registry key, both profiles still show up in there, but now it actually runs sucessful on both profiles. Though the email from the handheld is still sitting in the inbox.

Matt
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Old 01-31-2008, 11:49 AM   #11 (permalink)
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I would check the Application Log in the Event Viewer and check the MAGT BES log for events around the time you last tried the activation, or try a new one and then check. Remove and readd yourself and delete any of the ETP.dat emails as well before trying the activation again.
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Old 01-31-2008, 01:57 PM   #12 (permalink)
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I tried deleting the user, then re-adding and also wiping the handheld before doing the activation. Still not working. I'm not really sure what i'm looking for in the log files. One of them that I checked showed my user account and it said something about user agent: none. I tried hooking the phone directly to the server and assigning it to the user but it gives me a message that "the user is not known to the agent" I'm at a loss for what else to try. In my completely new to blackberry it seems like, The server sends the email to my account so that part is working, I enter it into the handheld and it sends the email to my account, so that part is working, the email shows up in my inbox so that is working, the BB server doesn't "see" the email in my inbox, when I tried the usb cable it gave me the error about the agent, which i'm assuming is also the part that "reads" my inbox to see changes. Does this all sound about like what is going on?

Thanks again for all the help.

Matt
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Old 01-31-2008, 02:02 PM   #13 (permalink)
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Check that all services are started and look in your processes for blackberryagent.exe. Sounds like the Agent isn't starting which is what makes the BES function. In a nutshell the Agent controllers whatever users are assigned to it, so if it doesn't start then nothing will work.

And it's the device that sends the ETP.dat email also.
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Old 01-31-2008, 02:30 PM   #14 (permalink)
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All the services are running but I don't see the blackberryagent in the task mangler. Any idea on how to get that to start up or why it wouldn't be running??

Thanks,

Matt
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Old 01-31-2008, 03:01 PM   #15 (permalink)
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Well, progress is being made. I went in and manually started the Blackberryagent and things started moving along. The handheld is activating as i am typing this. Any ideas on why that wouldn't come up on it's own?? I'm sure that next time the server is restarted it pbbly won't come up.

Thanks,

Matt
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