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Old 07-28-2005, 04:24 PM   #1 (permalink)
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Question US BES / UK User - Activation Problems

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I have a client in the US with a BES 4 server that has been working great. He now has a new user in the UK with a BB that we are trying to activate on the server but the user is getting "server not responding, contact administrator" error when running the Enterprise Activation.

Is there anything special I need to do to get a user in the UK connected to a BES server in the US?
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Old 07-28-2005, 06:08 PM   #2 (permalink)
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Youre going to get nasty latency across that distance anyway.

Is this BES4? Are you attempting a wireless activate?
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Old 07-28-2005, 08:05 PM   #3 (permalink)
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Quote:
Originally Posted by greywolfe
Is this BES4? Are you attempting a wireless activate?
Yes and Yes
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Old 07-28-2005, 08:34 PM   #4 (permalink)
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Can the user view his email inbox from his end? If so, when he attemps a wireless activation, does he see an email from blackberry appear and dissapear from his inbox?
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Old 07-29-2005, 11:23 AM   #5 (permalink)
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Question same issue

I have a 7290 (wiped it clean) which was sent to the UK. The BES 4.0 is in North America. It worked fine in US. In the UK the phone works and can browse Inet. If we try to activate we do not get the email and the device just says - resubmitting. We were told by cingular that we should be able to activate the device in the UK. Any insights?
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Old 07-29-2005, 11:33 AM   #6 (permalink)
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Quote:
Originally Posted by greywolfe
Can the user view his email inbox from his end? If so, when he attemps a wireless activation, does he see an email from blackberry appear and dissapear from his inbox?
The user never gets through the activation process. And no registration email.
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Old 07-31-2005, 07:14 PM   #7 (permalink)
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I'm gathering users in the UK wirelessly activate fine?

Is the email server he's connecting to an australian or UK server?
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Old 07-31-2005, 08:33 PM   #8 (permalink)
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It should not matter where in the world the BES or the user is.

make sure the user has an account on the BES.
> reset the activation password for the user.

On handheld -> (wipe it one more time)
Make sure you actually have (capital)GPRS wireless coverage (blackberry solution on SIM).
Enter the users (valid) email address and new password in Enterprise activation and continue.

watch the users Inbox for an e-mail containing an attachment.
(if this e-mail is blocked activation will not continue, check for any mail marshals stopping it)

If this still fails - try installing the desktop manager and activating the user via the cable as a test.
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Old 07-31-2005, 09:10 PM   #9 (permalink)
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Default Overseas BES activation

You can wirelessly activate a US-based BES account from overseas (I did it from Singapore). In addition to the advice already given reference the user on the BES, there is something else to check: Is the user using a local (UK not US) sim card? If so, ensure BlackBerry service with BES is activated. Some providers will only provision for BIS/BWC unless BES is specifically requested.

I had the same issues with EA, until I called to check if BES was active. Once that was resolved, EA went through with no problems.

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Old 07-31-2005, 09:16 PM   #10 (permalink)
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Quote:
Originally Posted by Rancor
If this still fails - try installing the desktop manager and activating the user via the cable as a test.
Uh, if their local computer is not on the same domain as the BES (quite common with roaming people) then they wont be able to cable activate
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Old 08-02-2005, 12:01 AM   #11 (permalink)
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To use the cable;
The user doesn't have to have an online connection with the BES, just the users e-mail server.
The BES must have a connection to the users mail server or the user can not be added to it in the first place..
If the user is based in the UK and not just roaming, it is safe to imagine he/she would have a connection to their own mail server.

weath's point about the carrier, possibly setting the SIM up for Prosumer Service(individual) and not Enterprise Service(BES) is worth checking too, as that would also prevent Enterprise Activation if on an Individual Service.
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Old 08-02-2005, 01:35 PM   #12 (permalink)
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Thanks for all the info. We are fedexing the damn thing back to the US where I know I can Activate ...

Rancor - No, I never saw the activation email. It did say gprs but am not sure if it was capital or not ... big pain in the @$$... Cingular swears you can do this ...
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Old 08-02-2005, 08:34 PM   #13 (permalink)
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Default Overseas activation

Another consideration if using a US SIM card: make sure international roaming and international DATA roaming are activated, or your user will still be stuck without e-mail. Some carriers don't automatically activate that/those. I forgot about that one.

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Old 08-12-2005, 09:05 AM   #14 (permalink)
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I had the same problem a while ago with 4-5 Blackberries.
I called the O2 service desk and they told me that installing the firmware would fix the problem. I wasn't quite sure about this, but funny enough 2 devices started to work after the new firmware installation, but the others not yet.

I called O2 again and now they told me that the SIM Cards were activated, but not completely correct..............
After that the devices started to work.
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