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Old 04-24-2008, 08:12 AM   #1 (permalink)
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Default Can't Activate BB8830 Alltel

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I have a remote user that I can't activate. I'm receiving the activation emails. The BES Manager still shows initializing with no PIN or anything.
I had the user on the phone and we tried to activate and he got "Service Connection Unavailable"
He has tried the activation several other times on his own and has not been successful(not sure of the error message). I get the emails every time. The BES seems to be getting them, because it deletes them immediately.
The rest of the company is on Verizon. He is in a different State and he has Alltel for a carrier(his own account). I had him call and verify that he had a BES Enterprise data plan, he said he does.
We have version 4.1.2.20 of BES for Exchange running on 2000 server.
Exchange 2003 running on server 2003.
I have activated a BB8830 on the Verizon account just fine.
Is there a log I can look at to see what the BES is doing when it get the emails?
Is there any other tests I can do to confirm that he is on a BES data plan?
Any other ideas/suggestions are welcome.
Thanks
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Old 04-24-2008, 08:27 AM   #2 (permalink)
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I forgot to mention that enterprise activation doesn't show up under advanced options. That is why I questioned his BES data plan, I've heard that with the new phones it doesn't show up if they don't have the BES data plan. We have been trying to activate using the setup wizard.
I've only ever activated one 8830 and I didn't have any problems with it. I used the setup wizard to do it.
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Old 04-24-2008, 08:57 AM   #3 (permalink)
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Restart BES services and re-assign activation password to something simple.
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Old 04-24-2008, 09:11 AM   #4 (permalink)
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I had a user type his password too fast and two characters were on the same key of his pearl. that meant he had changed it to a different char and supplied one less letter for the password and could not connect. I wait until the cursor moves before typing the next char.
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Old 04-24-2008, 09:26 AM   #5 (permalink)
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For an EA i tend to use something very simple, a single character springs to mind, not much chance to get it wrong.
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Old 04-28-2008, 09:04 AM   #6 (permalink)
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Thanks Everyone, I figured this one out. I had him take it to the Alltel store with his Enterprise Activation password. It turns out he was on the wrong data plan, which was what I first suspected. He had the Personal instead of the Enterprise data plan. I guess the person he called at Alltel didn't know what they were talking about. I guess the new phones don't show enterprise activation under advanced options if they have the wrong data plan. That should have been a dead giveaway.
I usually use a very simple password for activation. I only have about 25 users. So this is only a very small part of my job.
Can you PIN someone if they don't have the enterprise data plan? There has to be some other ways to tell if they have the wrong data plan.
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