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Old 04-25-2008, 04:53 AM   #1 (permalink)
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Hi Guys,

Just a quick question - I have an existing user on my BES who has lost their device. I have configured a new device for them but after a successful activation the users emails aren't on the device. I've set the Pre-population to 7 days & 200 messages but sill the users mails aren't synching with the device.

Does anyone know a method to resolve this issue other than removing the user from BES & then adding them again?

Thanks in advance.

Andrew
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Old 04-25-2008, 08:25 AM   #2 (permalink)
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Pre-population only works for new users added to BES.

You would have to remove the user from BES then add back.
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Old 04-25-2008, 08:26 AM   #3 (permalink)
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Two ways.

1. Send remote wipe command to a old HH before activating new one. Once done User status if everything working will show No PIN status. Then activate new hh for that user.

2. Wipe old HH. Remove user account from BES and click yes when prompted to remove blackberry references from user mailbox. Wait until user disappears from User pending delete tab.
Then re-add user back to a BES and activate with new HH.
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Old 04-25-2008, 08:32 AM   #4 (permalink)
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I upgrade user's devices all the time and rarely have to remove/readd them on the BES for the activation to work. I don't wipe the old device first, either.

Something isn't working correctly here.... not sure what, but you shouldn't have to remove users to activate a different device. If you wipe and reactivate the SAME device, without removing/readding, then the pre-population won't work.

But not for a different device.....
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Old 04-25-2008, 08:38 AM   #5 (permalink)
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Quote:
Originally Posted by juwaack68 View Post
I upgrade user's devices all the time and rarely have to remove/readd them on the BES for the activation to work. I don't wipe the old device first, either.

Something isn't working correctly here.... not sure what, but you shouldn't have to remove users to activate a different device. If you wipe and reactivate the SAME device, without removing/readding, then the pre-population won't work.

But not for a different device.....
Exactly the same story. Sometimes it works sometimes not. What always works is to remove/readd the user. And since the configuration sits in the users account, they don't want to loose it. That gives me argument which i can use and tell them that having the clean device is good
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Old 04-25-2008, 10:41 AM   #6 (permalink)
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Cut out the present e-mail.. wait a few seconds and then paste the mail back into the mail client

All the mail will show up as normal back into the partnes mail file.. but on the Blackberry all the e-mail will show as brand new with todays date. Try not to show the partner that trick.. They will keep doing that ttrick till the BB over loads and then wipes itself
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Old 07-02-2008, 09:08 AM   #7 (permalink)
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for what it's worth, in this situation, I would make sure that the carrier was updated with the PIN of their new blackberry. If they have the old PIN information set to receive e-mails, then I doubt it would work.

One thing to double check in this situation.
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Old 07-02-2008, 09:33 AM   #8 (permalink)
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Quote:
Originally Posted by mitchelrl View Post
for what it's worth, in this situation, I would make sure that the carrier was updated with the PIN of their new blackberry. If they have the old PIN information set to receive e-mails, then I doubt it would work.

One thing to double check in this situation.
This would just relate to BIS emails ... no? How would this impact BES?
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Old 09-30-2008, 10:05 AM   #9 (permalink)
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I'm a relatively new BES admin and have always deleted and recreated users when they lose or upgrade a device. What is the procedure you use, which doesn't involve deleting their account?
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Old 09-30-2008, 10:11 AM   #10 (permalink)
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Quote:
Originally Posted by mlynch@o-n.com View Post
I'm a relatively new BES admin and have always deleted and recreated users when they lose or upgrade a device. What is the procedure you use, which doesn't involve deleting their account?
All you have to do is set a new activation password for wireless activation, or have the users activate wired themselves.
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Old 09-30-2008, 10:44 PM   #11 (permalink)
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If the user managed the older device using the Desktop Manager, then could he/she just switch to the new device?
I have switched devices successfully using the DeskTop Manager many times. I am not sure if it can be restricted by a Policy.
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