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Old 02-14-2008, 07:47 AM   #1 (permalink)
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One of our costumers has been using a BB8800 with a BIS. Somehow, they found a BES license that they had lying around (), so they want to use the BES solution.
I installed the BES, under the BESAdmin account, rebooted, set the database, en everything seems okay. I added a new user, set the activation password, and (after I wiped the handheld) tried to activate it.
The activation e-mail is coming in (i can see our spamfilter accepting it and delivering it to the user), but i can't actually see it in the users mailbox. I susspect this is because BES picks it out before my webmail shows it. As the BESAdmin user i have full rights over the mailboxes. So far everything is okay, but the handheld just won't activate. It just times out after a while.
A snippet from the MAGT-log i checked:
Quote:
[40423] (02/14 13:30:02.531):{0x1C60} {user@domain.nl} Queuing new mail through notification (external). EntryId=264
[40724] (02/14 13:30:02.531):{0xA94} {user@domain.nl} Get record key for this MAPI object, EntryId=264
[40435] (02/14 13:30:02.531):{0xA94} {user@domain.nl} Queuing new mail through notification. EntryId=264. Msgs Pending 0
[40719] (02/14 13:30:02.531):{0xA94} {user@domain.nl} GetFolderIDFromList No folder ID in list for EntryID
[40282] (02/14 13:30:02.562):{0xA94} {user@domain.nl} Queuing DATA from [email address], Tag=-262483063, EntryId=264
[30083] (02/14 13:30:02.609):{0xA94} {user@domain.nl} Sent ETP::STATUS to BlackBerry system, Tag=-262483063
[40700] (02/14 13:30:02.609):{0xA94} {user@domain.nl} Receiving packet from device, size=404, TransactionId=-1864917312, Tag=-262483063, content type=OTAKEYGEN, cmd=0x3
[40000] (02/14 13:30:02.609):{0xA94} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 1498067948
[40000] (02/14 13:30:02.609):{0xA94} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 1498067948
[30000] (02/14 13:30:02.640):{0xA94} {user@domain.nl} Sending data to Dispatcher, size=339, Tag=109
[40000] (02/14 13:30:02.640):{0xA94} {user@domain.nl} SendToDispatcher, Tag=109
[40000] (02/14 13:30:02.640):{0x1CC4} [BIPP] Send data, Tag=109
[40000] (02/14 13:30:02.656):{0xA94} {user@domain.nl} Generating AES256 key
[40000] (02/14 13:30:02.656):{0x155C} [BIPP] Received status DELIVERED, Tag=109
[41079] (02/14 13:30:02.656):{0xA94} {user@domain.nl} PagerImp::SaveChanges: changed items = 54, 70, 74, 85
[40000] (02/14 13:30:02.656):{0xA94} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1498067948
[40583] (02/14 13:30:02.656):{0xA94} {user@domain.nl} Sending packet to device, Size=248, Tag=110, TransactionId=-945175092
[40279] (02/14 13:30:02.656):{0xA94} {user@domain.nl} SubmitToRelaySendQ, Tag=110
[40000] (02/14 13:30:02.656):{0x1CC4} [BIPP] Send data, Tag=110
[40279] (02/14 13:30:02.656):{0xA94} {user@domain.nl} SubmitToRelaySendQ, Tag=-262483063
[40000] (02/14 13:30:02.656):{0x1CC4} [BIPP] Send status DATA_ACCEPTED, Tag=-262483063
[40239] (02/14 13:30:02.656):{0xA94} {user@domain.nl} Still handled by desktop
[40371] (02/14 13:30:02.656):{0xA94} {user@domain.nl} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (02/14 13:30:02.656):{0xA94} User settings: email=user@domain.nl, routing=user@domain.nl, service=, device=25218DC0, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Cor, server=EXCHANGE01
[40000] (02/14 13:30:02.687):{0x155C} [BIPP] Received status FAILED, Tag=110
[40239] (02/14 13:30:37.655):{0xA94} {user@domain.nl} Still handled by desktop
[40371] (02/14 13:30:37.655):{0xA94} {user@domain.nl} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (02/14 13:30:37.655):{0xA94} User settings: email=user@domain.nl, routing=user@domain.nl, service=, device=25218DC0, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Cor, server=EXCHANGE01
[40000] (02/14 13:31:02.685):{0x1CC4} [BIPP] Ping 11754 sent
I replaced the actual mailadres by [email address].


Can anyone see what is going wrong here?
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Old 02-14-2008, 06:57 AM   #2 (permalink)
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Quote:
[40239] (02/14 13:30:37.655):{0xA94} {user@domain.nl} Still handled by desktop
This measn that the user may have at some point used the Desktop Redirector and there is info in the mailbox telling the BES that everything will be handled by the Redirector.

I would check his installation of DTM and ensure it is for BIS only or BES if you like. Then remove the user to clear the mailbox of BB info, readd and reactivate.

Try that and it should get him working.
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Old 02-14-2008, 08:12 AM   #3 (permalink)
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Quote:
Originally Posted by gibson_hg View Post
This measn that the user may have at some point used the Desktop Redirector and there is info in the mailbox telling the BES that everything will be handled by the Redirector.

I would check his installation of DTM and ensure it is for BIS only or BES if you like. Then remove the user to clear the mailbox of BB info, readd and reactivate.

Try that and it should get him working.

Okay, thanks for the info. I'll completely uninstall the DTM and reconfigure the user to see if that's the problem.

Edit: Okay, removed the DTM, and deleted the user. Waited for the user to be completely removed from the server (didn't purge), and then re-added the user. Logfile says:
Quote:
[30041] (02/14 16:35:10.099):{0x1DF8} Starting handheld for user User
[30000] (02/14 16:35:10.099):{0x1EA4} [DIAG] EVENT=Register_thread, THREADID=0x1EA4, THREADNAME="StarterThread"
[30000] (02/14 16:35:10.099):{0x164} [DIAG] EVENT=Register_thread, THREADID=0x164, THREADNAME="StarterThread"
[40704] (02/14 16:35:10.099):{0x1DF8} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=RIJSWIJK/ou=first administrative group/cn=Configuration/cn=Servers/cn=EXCHANGE01/cn=Microsoft Private MDB, MailboxDN=/o=RIJSWIJK/ou=first administrative group/cn=Recipients/cn=user
[40739] (02/14 16:35:10.099):{0x1DF8} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=LOCALDOMAIN/ou=first administrative group/cn=Recipients/cn=user'
[40204] (02/14 16:35:10.099):{0x1DF8} MailboxManager::GetMailboxSession - Using MAPI profile 'BlackBerryServer'
[40430] (02/14 16:35:10.115):{0x1DF8} {user@domain.nl} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x011925f8 (EXCHANGE01)
[40193] (02/14 16:35:10.130):{0x1DF8} {user@domain.nl} MAPIMailbox::CreateSearchFolder - creating search folder
[40193] (02/14 16:35:10.177):{0x1DF8} {user@domain.nl} MAPIMailbox::CreateSearchFolder - creating search folder
[40153] (02/14 16:35:10.193):{0x1DF8} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (02/14 16:35:10.193):{0x1DF8} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[41079] (02/14 16:35:10.396):{0x1DF8} {user@RIJSWIJK.local} PagerImp::SaveChanges: changed items = 5, 6, 9, 27, 31, 43, 54
[40418] (02/14 16:35:10.396):{0x1DF8} Starting thread pool for session 0x011925f8 (EXCHANGE01) with 1 worker thread
[30000] (02/14 16:35:10.396):{0x1F24} [DIAG] EVENT=Register_thread, THREADID=0x1F24, THREADNAME="UserWorkerThread<EXCHANGE01>"
[30068] (02/14 16:35:10.412):{0x1DF8} User [email address] starting up...
[30069] (02/14 16:35:10.412):{0x1DF8} {user@domain.nl} Mailbox name is user
[40221] (02/14 16:35:10.412):{0x1DF8} {user@domain.nl} In Cradle timer is 786000
[40683] (02/14 16:35:10.412):{0x1F24} {user@domain.nl} Updating the RefId generation number
[40684] (02/14 16:35:10.412):{0x1F24} {user@domain.nl} Updating DataSourceId 'c69388'
[45056] (02/14 16:35:10.412):{0x1F24} {ConnectionPool::GetConnection()}: new maximum connections in use count = 2
[40861] (02/14 16:35:10.412):{0x1F24} {user@domain.nl} New user added to the server - setting pending fields to this server's settings
[50094] (02/14 16:35:10.412):{0x1F24} [AUDIT] [email address] - User added to the BES
[40239] (02/14 16:35:10.427):{0x1F24} {user@domain.nl} Still handled by desktop
So the BES still sees the handheld as if it's in the cradle. Is this something i can change?

Last edited by ralpje : 02-14-2008 at 09:45 AM. Reason: additional info
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Old 02-21-2008, 05:24 AM   #4 (permalink)
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Go to the user in the Blackberry Manager.
Select user , right click
User Stats
Clear In cradle
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Old 02-21-2008, 05:27 AM   #5 (permalink)
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Quote:
Originally Posted by Mr8800 View Post
Go to the user in the Blackberry Manager.
Select user , right click
User Stats
Clear In cradle
Thanks for the reply, but I allready tried that. I went to BB support and forgot about this topic, sorry 'bout that.
Turned out that, even though the provider told me everything was OK, they provisioned it for BIS instead of BES. After that was changed, everything worked like a charm.
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