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Old 07-29-2005, 03:36 PM   #1 (permalink)
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Default duplicate pin message when 're'-adding user to BES 4.0.2

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Hi,

I'm working on BES 4.0.2 for Exchange 2003 with 7100g handhelds, and I'm running into a little problem when I try to add a user that had previously been assigned a handheld that is now assigned to someone else.

User A's account was orignally associated with handheld A, but handheld A has been re-assigned to user B. I did this by removing user A's account from BES, adding user B's account (through Global Address List), and then associating user B with handheld A. Everything is working fine with user B on handheld A.

User A now wants to use another handheld (B), but when I go to add user A's account to BES (through GAL), I first get the message: "If the imported user(s) has pre-existing BlackBerry user statistics do you want the statistics cleared?" -- clicking Yes or No gets the same results -- and then I get the message:

Duplicate PIN (Pin Number) found on server for user (SERVERNAME). Add to server anyhow?

The PIN number referenced in the message is the same as user B's PIN. Clicking No cancels the user add. What happens if I click yes? Is there a workaround to this, or is it not a problem to have the duplicate pin on user A before I associate it to handheld B? Thanks!
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Old 08-25-2005, 09:23 AM   #2 (permalink)
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I've had the same problem because one of my colleagues doesn't properly removed people when they return their bb. Anywho, I've expiremented and you DON'T want to click yes. User B will no longer be able to send or receive email.

RIM support suggested using dbclean.exe on the original user, but that doesn't seem to me to be the right solution.

If you figure out a solution, let me know!
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Old 08-25-2005, 09:30 AM   #3 (permalink)
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FYI, dbclean.exe is no longer useful after an upgrade to BES 4.0. Some RIM support agents are still under the impression that the utility is part of the troubleshooting steps; however, a level 2 technician told me the other day that it was not.
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Old 08-25-2005, 12:52 PM   #4 (permalink)
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Update. It did do what I needed. Which was to clean the extraneous info from the old user's mailbox. If you either run it from the user's computer, or as in my case another PC configured with a profile pointing to their mailbox, it wipes the info from their mailbox.

I set my admin PC to ask for profile instead of using a default. Setup a mail profile for the old person whom I'm trying to add. Ran dbclean which then prompted for the profile. When it was done I added them to the BES and everything was fine.
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Old 08-25-2005, 04:26 PM   #5 (permalink)
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Quote:
Originally Posted by bawoodvine
I've had the same problem because one of my colleagues doesn't properly removed people when they return their bb. Anywho, I've expiremented and you DON'T want to click yes. User B will no longer be able to send or receive email.

RIM support suggested using dbclean.exe on the original user, but that doesn't seem to me to be the right solution.

If you figure out a solution, let me know!
Have you ever tried clicking yes and then Enterprise Activating UserA with HandheldB? I would wonder if both users would then work after the successful EA.
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Old 08-25-2005, 08:57 PM   #6 (permalink)
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Quote:
Originally Posted by jibi
FYI, dbclean.exe is no longer useful after an upgrade to BES 4.0. Some RIM support agents are still under the impression that the utility is part of the troubleshooting steps; however, a level 2 technician told me the other day that it was not.
Thats funny, I'm yet to hear that....
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Old 08-26-2005, 08:08 AM   #7 (permalink)
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Quote:
Originally Posted by BBTechGuy
Have you ever tried clicking yes and then Enterprise Activating UserA with HandheldB? I would wonder if both users would then work after the successful EA.
That would be a convenient fix but not all my users, and until just recently none, are on 4.0 handheld software. Just starting to rollout new users on 4.0, and transition existing users.

It did (enterprise activation) though save my bacon just the day before when a colleague mistakenly removed a user from the BES and she called from the airport wondering why her email stopped. Doh. Luckily she had 4.0.
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Old 08-26-2005, 08:10 AM   #8 (permalink)
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Quote:
Originally Posted by jibi
FYI, dbclean.exe is no longer useful after an upgrade to BES 4.0. Some RIM support agents are still under the impression that the utility is part of the troubleshooting steps; however, a level 2 technician told me the other day that it was not.
From Blackberry Support:
"Generally speaking, DBClean is not used because the v4.0 BlackBerry Enterprise Server does an excellent job of removing user data from the Exchange Mailbox. There are some cases where it is an effective alternative though, including where there are communication issues with the user mailbox or there is corrupted data."
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Old 09-01-2005, 01:26 PM   #9 (permalink)
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I had this same problem. I believe has to do with the user being deleted from the server without the information being removed from Exchange. Try readding the user and then removing them along with their setting in Exchange.
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