I have a user on my network with a new blackberry

How do I change this on BES Admin?

Your user has to activate the device.

Find their account on BES, and generate a new activation password.

Get the user to turn on new BB, ensure it has appropriate SIM/data-connection. Then enter their email address and the password you set in ENTERPRISE ACTIVATION and the new device will set-up and report on the BES.

I have done this and it hangs then times out on activation.

Do I have to put the BB PIN number into BES Admin anywhere?

What error is displayed?

No.

You might look to take the error message received on the HH and put it into the search box here: BTSC ... and one of my favorite KB Articles - Identifying and troubleshooting enterprise activation issues

i would recommend that you delete/readd the user when switching devices - especially if going across handheld OS versions. This includes removing the information store.

I tend to recommend NOT doing that!
You lose all the user's history - my users don't like that.

It should be easy to reactivate an existing user on an old device. When you hit problems, I prefer to troubleshoot the issue as opposed to just blow everything away and restart.

Wirelessly posted (BlackBerry8320/4.3.1.22 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/100)

^^^ what she said

^^^^^^ What they both said.

until you don't do it and it results in flaky behavior on the new device - which i have seen several times. If the old device/new device are in the os version (ie 4.1 to 4.1), then I agree with not removing/readding the information store. However, going from one HH OS to the next version can cause problems on the handheld that are only solved by wiping and reloading anyway.

To each their own

TBH I have never seen odd behaviour when changing a user's handheld OS version. I've EA'd a former 7290 user on a new 8310, and never seen a glitch.

As you say though, each to their own.

I am a new BB implementer/administrator and am seeing the same (or at least very similar) problem. I am trying to accomplish testing of the PIM sync for backup/restore of address books, but I can not EA a new device on an existing account. I have tried with both different hardware (EA from setup wizard as well as assigning new device to account) and the same device (wiped device and attempted to EA from the setup wizard as well as provisionin device when connected to my machine). I am running BES 4.1.3.18, GroupWise 6.5. All devices are new out of the box from AT&T.

When I EA the device, with 'activates' and then hangs (seen it hang on 0% anywhere to 80% but usually at 0%) when 'Synchronizing service Desktop'. E-mail will populate and the calender seems to update appropriately, however no address book entries ever show up and the 'Activation' never completes (17 hours is the longest I have let one run).

I am not redirecting any folders at this time outside of the 'Mailbox' which has about 15 entries. Calender has maybe 150 entries (and it is the first thing to sync).

Any advice/insight would be greatly appreciated.

Thanks in advance!

Christopher