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Old 04-21-2008, 02:22 PM   #1 (permalink)
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Default BES w/4.3+ phone firmware=No PIN Lookups

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Just got a reply from RIM about my problem, which is still a problem. Here is their reply:

Thank you for contacting BlackBerry Customer Support regarding the PIN lookup for newer versions of the BlackBerry smartphone.

We have discovered that this feature was removed from the BlackBerry smartphone software for version 4.3. Currently, the work around for this issue is to add the person to the BlackBerry address book and then do the PIN lookup from the BlackBerry which allow for the PIN to PIN message to be created and sent. For your reference we have provided our request number on this issue and it is SDR169539.

We apologize for any inconvenience that this may have caused.

If you require further assistance, please don't hesitate to contact us either by replying to this message or by calling us at one of the numbers below. At this point we will be closing the case.

Thank you again for contacting us.

Have a great day.


We are constantly upgrading phones and sending the older phones down the lines to other users. This creates the problem of other users getting PINS not meant for them. ANd I don't see all my users changing their PINS in their address book as we move around devices. So no more PIN Lookups on devices connected to a BES with Firmware newer than 4.2.2.xxx if you used them.

V

Last edited by vhato : 04-21-2008 at 02:24 PM.
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Old 04-21-2008, 02:24 PM   #2 (permalink)
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Whoa.... PIN lookup is something I use for troubleshooting.

That bites.
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Old 04-21-2008, 06:11 PM   #3 (permalink)
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...works fine for me with OS 4.5.x on BES 4.1.5 within the same BlackBerry domain. Just FYI.

P.S. - Assuming you pay for TSupport, contact them back and demand an ETA on resolution, as the workaround provided was not sufficient for your BlackBerry environment. RIM's support needs to learn to vocalize when/how they will address issues and communicate that resolution to you rather than giving some dumb workaround like they one they just specified.
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Last edited by jibi : 04-21-2008 at 06:14 PM.
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Old 04-21-2008, 09:42 PM   #4 (permalink)
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That is now my envrionment and it doesn't work. You sure? We have no lists with the PIN added. The PINS are only on the BES when the link to Exchange occurs. If I add a PIN to a user on the phone it works fine, but if I select:

1. Compose PIN
2. Type in the first few letters of the user on the BES
3. Click Lookup

It responds with This entry has no PIN address. However if I type the PIN it converts it to a name from the BES. If I goto Compose E-mail and type an address then select View Contact it shows the PIN.
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Old 06-06-2008, 06:50 AM   #5 (permalink)
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Just to update you. All phones I have upgraded to 4.5.0.37, now allow PIN Lookups. Apparently RIM listened.

So as I see it, 4.3.0.### - 4.5.0.10 lacked PIN Lookup unless it was in the users Contact list.

I verified this on our 8800's, 8310's, 8100's, 8700's and 8120's.
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