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Old 06-20-2008, 10:57 AM   #1 (permalink)
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Default One BB will not contact BES

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one of the Blackberry's on my BES server stopped communicating with the server, the last contact was made at 2:45 this morning. all other BB's are fine and experiencing no issues. i tried pulling the battery and restarting it, tried manually restarting all the BB services on the server, tried re-activating the BB (it fails) and tried deleting and resending the service books (never reach the BB)

the phone is working, can make and receive calls and texts and it was connecting to the BES server fine since February.

running BES 4.1.5 on exchange 2003 on server 03 and the blackberry is a verizon 8830 world edition.

please help!!! i need to get this back up and running asap and am not sure where else to look or what to try next

Last edited by mreynaga : 06-20-2008 at 11:08 AM.
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Old 06-20-2008, 11:22 AM   #2 (permalink)
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Did you call Phone company to see if it is still provisioned for BES?
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Old 06-20-2008, 11:29 AM   #3 (permalink)
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i was hoping for that to be a last resort because i hate! calling verizon.
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Old 06-20-2008, 11:53 AM   #4 (permalink)
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Verizon sucks for provisioning, most of the time anyways. If you want, POm me the PIN, I'll get a friend at RIM to check it out. That way you'll know so you can have an easier time with Verizon.

Does Pin-to-Pin work? Phone and SMS are GSM based services anyways. Data won't affect those.
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Old 06-20-2008, 12:23 PM   #5 (permalink)
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you mean PM you the pin? ok i will send it shortly thanks. i may be totally ignorant on this but if it was working fine for 5 months why would it change if no changes were made to the account? what is there to provision and why was it changed. this just seems odd if that is the case.
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Old 06-20-2008, 12:45 PM   #6 (permalink)
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The PIN is provisioned for both BIS and BES. What does the user have for signal strenght? If they check Options>Status on their device, it should less than -95dBm but higher than -40dBm.

Try again to remove/readd the BB, create your own EA password, 'a' works best Eliminate as much user error as possible.

Watch the EA and see where it fails. The check the MAGT log for the users email address around the time it failed. The log should state why it failed.
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Old 06-20-2008, 01:01 PM   #7 (permalink)
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signal strength and password are not the issue the user is here and i am activation for her and i know i am entering it correctly, i did assign my own password.

the EA has not even been starting it sits at the first screen that says activating and just fails right there.

i will try again and report back what the logs say.

thanks again.
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Old 06-20-2008, 01:05 PM   #8 (permalink)
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ok, i went to the BB manager and clicked reload user and instantly the pending messages cleared and it started working again.

was it really that simple or did it just decide to start working again on its own and it just happened to coincide with me clicking reload?

weird but thanks for all the help
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Old 06-20-2008, 01:06 PM   #9 (permalink)
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Does it fail or just hang at Activating <email>.... and then eventually times out?

If so, watch the users Inbox for the activation email. If it picks up and then fails it might be the policy service.

Give as much detail as possible.
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Old 06-23-2008, 10:36 AM   #10 (permalink)
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well it is working fine now so i didnt try to reactivate, but yes it was just sitting at activating and then timing out.

the only thing that is not working correctly appears to be the calendar, it is not showing any appointments on the BB but they are all still there in outlook. is there a way to re-push them to the device?
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