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Old 03-20-2008, 03:39 PM   #1 (permalink)
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Default Trying to Activate Singtel Curve on US Based BES

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I have a user who works for my company out of an office in singapore. He recently lost his BB and got a new curve from singtel with a new SIM card. I have set his account up numerous times on BES but his BB just wont activate. I have spent a couple hours talking with singtel and they have refreshed his account, removed the BES service and readded it, had him wipe his BB, and even gave him another SIM. When he trys to activate it just hangs for about 20 minutes and then says server not responding.

I have checked my email gateway and all the RIM emails are coming through and being sent to his account during the activation process so I know that his BB is contacting my BES server. However in the MAGT logs there is a strange error about no pin #. Please take a look at the logs below. Keep in mind that previously his BB 8700 was working fine on our BES. His coworker just activated from singapore with no issues.

Thank you for the help

[40423] (03/20 08:15:20.786):{0xE38} {user@xyz.com} Queuing new mail through notification (external). EntryId=200014
[40724] (03/20 08:15:20.786):{0xF28} {user@xyz.com} Get record key for this MAPI object, EntryId=200014
[40435] (03/20 08:15:20.786):{0xF28} {user@xyz.com} Queuing new mail through notification. EntryId=200014. Msgs Pending 0
[40719] (03/20 08:15:20.786):{0xF28} {user@xyz.com} GetFolderIDFromList No folder ID in list for EntryID
[40282] (03/20 08:15:20.833):{0xF28} {user@xyz.com} Queuing DATA from [email address], Tag=-1013531910, EntryId=200014
[30083] (03/20 08:15:20.849):{0xF28} {user@xyz.com} Sent ETP::STATUS to BlackBerry system, Tag=-1013531910
[40700] (03/20 08:15:20.849):{0x18D4} {user@xyz.com} Receiving packet from device, size=411, TransactionId=-1532847425, Tag=-1013531910, content type=OTAKEYGEN, cmd=0x3
[40000] (03/20 08:15:20.864):{0x18D4} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 447133123
[40000] (03/20 08:15:20.864):{0x18D4} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 447133123
[30000] (03/20 08:15:20.896):{0x18D4} {user@xyz.com} Sending data to Dispatcher, size=84, Tag=5184818
[40000] (03/20 08:15:20.896):{0x18D4} {user@xyz.com} SendToDispatcher, Tag=5184818
[40000] (03/20 08:15:20.896):{0xFE4} [BIPP] Send data, Tag=5184818
[40000] (03/20 08:15:20.896):{0x18D4} {user@xyz.com} Generating 3DES key
[40000] (03/20 08:15:20.896):{0xFE0} [BIPP] Received status DELIVERED, Tag=5184818
[41079] (03/20 08:15:20.896):{0x18D4} {user@xyz.com} PagerImp::SaveChanges: changed items = 54, 70, 74, 85 Size = 211
[40000] (03/20 08:15:20.927):{0x18D4} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 447133123
[40583] (03/20 08:15:20.927):{0x18D4} {user@xyz.com} Sending packet to device, Size=250, Tag=5184819, TransactionId=-941468695
[40279] (03/20 08:15:20.927):{0x18D4} {user@xyz.com} SubmitToRelaySendQ, Tag=5184819
[40000] (03/20 08:15:20.927):{0xFE4} [BIPP] Send data, Tag=5184819
[40279] (03/20 08:15:20.927):{0x18D4} {user@xyz.com} SubmitToRelaySendQ, Tag=-1013531910
[40000] (03/20 08:15:20.927):{0x18D8} {user@xyz.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=5184818
[40000] (03/20 08:15:20.927):{0xFE4} [BIPP] Send status DATA_ACCEPTED, Tag=-1013531910
[40239] (03/20 08:15:20.942):{0x18DC} {user@xyz.com} Still handled by desktop
[30160] (03/20 08:15:20.942):{0x18DC} {user@xyz.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (03/20 08:15:20.942):{0x18DC} {user@xyz.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[41079] (03/20 08:15:20.942):{0x18DC} {user@xyz.com} PagerImp::SaveChanges: changed items = 91 Size = 8
[40442] (03/20 08:15:20.942):{0x18DC} User settings: email=user@xyz.com, routing=user@xyz.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=user, server=ServerA
[40239] (03/20 08:15:20.942):{0x18E0} {user@xyz.com} Still handled by desktop
[30160] (03/20 08:15:20.942):{0x18E0} {user@xyz.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (03/20 08:15:20.942):{0x18E0} {user@xyz.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (03/20 08:15:20.942):{0x18E0} User settings: email=user@xyz.com, routing=user@xyz.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=user, server=ServerA
[30000] (03/20 08:15:20.942):{0x18E4} {user@xyz.com} Sending data to Dispatcher, size=266, Tag=5184820
[40000] (03/20 08:15:20.942):{0x18E4} {user@xyz.com} SendToDispatcher, Tag=5184820
[40000] (03/20 08:15:20.942):{0xFE4} [BIPP] Send data, Tag=5184820
[40000] (03/20 08:15:20.942):{0xFE0} [BIPP] Received status DELIVERED, Tag=5184820
[40000] (03/20 08:15:20.942):{0x18E8} {user@xyz.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=5184820
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Old 03-20-2008, 08:01 PM   #2 (permalink)
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Quote:
[40371] (03/20 08:15:20.942):{0x18DC} {user@xyz.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[41079] (03/20 08:15:20.942):{0x18DC} {user@xyz.com} PagerImp::SaveChanges: changed items = 91 Size = 8
[40442] (03/20 08:15:20.942):{0x18DC} User settings: email=user@xyz.com, routing=user@xyz.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=user, server=ServerA
[40239] (03/20 08:15:20.942):{0x18E0} {user@xyz.com} Still handled by desktop
[30160] (03/20 08:15:20.942):{0x18E0} {user@xyz.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
The BES thinks that this users services are being handled by Desktop Redirector. He might have installed DTM with the Redirector option and synced the BB via the USB. This data is in the users mailbox and should get removed when he is deleted from the BES but that doesn't always happen. You might need to remove the user from the BES and run DBClean against his mailbox to make sure that there is no old BB data still in this users mailbox.

The activation should work at that point.
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Old 03-20-2008, 09:29 PM   #3 (permalink)
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I dont think the handheld accepted the encryption keys that were sent from the BES. We see the BES send the keys

[40000] (03/20 08:15:20.927):{0x18D4} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 447133123


Then once the HH accepts the key we should see this in the logs but we dont.

[40000] (03/20 08:15:20.927):{0x18D4} *** OTAKEYGEN *** receiving KEY_CONFIRM transID = 447133123

I would try to do a security wipe on the handheld and try again.

I put a doc on my web site that might help with this..

Enterprise Activation for BESX 4.1.3 End to End - BESAdmin.ca
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Old 03-21-2008, 05:47 AM   #4 (permalink)
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I will try running the dbclean utility and see what happens.

As far as the security wipe, i have tried that numerous times already with no luck, even a full firmware removal and reload.

I will let you know if dbclean fixes the issues.

Thank you
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Old 03-21-2008, 06:37 AM   #5 (permalink)
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You might want to call RIM support on this one. It is looking link a device side issue from looking at the logs. The device is not getting the packet that is sent from the BES or the device is not seinding the ACK back to the bes.

But like you said in your first post that they have made sure that it has the proper serivce classes on the SIM, and they have also provied him a new one.

Sticky situation.
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Old 03-21-2008, 06:46 AM   #6 (permalink)
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Well i just ran dbcleanup and of course i ran it by double clicking the icon and not through command prompt. Therefore the window closed out before i could read the results. I ran it again through cmd prompt and the second time around it said it found nothing to cleanup.

does anyone know if dbclean creates a log anywhere this way i can see if the first time around it did in fact do something?

Thanks again
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Old 03-21-2008, 06:56 AM   #7 (permalink)
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DBclean will not wirte a log it only writes information to the screen.

I dont think DBclean will help because I dont think the issue is with the mailbox. All dbclean does is delete the hidden BlackBerryHandheldInfo folder from the users mailbox.
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Old 03-21-2008, 07:20 AM   #8 (permalink)
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Do you think it is related to the handheld or the bes server? I have activated numerous handhelds without issue while this problem has been going on. Should i just have him get another BB?
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Old 03-29-2008, 08:50 AM   #9 (permalink)
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Smile Root Problem Found!!!

So I had another call with RIM today and they finally figured out what the problem was. Basically when a blackberry is manufactured for a certain company it is predefined with an activation locale. There are three activation locales in the world, North America, Asia Pacific and Europe. Normally SingTel blackberry’s are configured with the Asia pacific activation locale, however your new blackberry for some reason was tied to the North American activation locale. This is why it wasn’t activating for you. This also explains why it worked fine when I put my T-Mobile sim card into it when you were here for the offsite.

So basically the tech I talked to is going to get the activation locale reset to Asia pacific. Once this is completed the blackberry will then be able to activate. He said this process should be completed by Thursday since it requires the help of their top level network engineering department.



Thanks for everyones help. This is the first time i have ever had such a problem.
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Old 03-29-2008, 09:09 PM   #10 (permalink)
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This is the first time I ever heard of regional specific locale for BlackBerry too. I used to activate BlackBerry devices sent from Canada in Singapore without any issues using M1, Singtel and Starhub SIM cards...
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