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Stacey Gould 06-24-2008 05:47 AM

Re-activation - basic question
Hello, I've just got a quick query if I may. I have just wiped an 8310 device– the user was not receiving emails, and turning the wireless off/back-on, and re-activating, did not work. I could not see anything wrong – no data packets pending for example.

I thought that doing an Enterprise Activation after a device was wiped would allow the device to be re-populated with emails (our BES setting is 10 days/500 emails). However, I'm clearly wrong! (and that the Automatic wireless backup allowed restore of the user settings). Is it the case that the device is only pre-populated with emails if a user is set up from scratch on the BES? i.e. you have to delete them and Add them back? Apologies for this very basic question – or if the answer to this has already been posted.

Very many thanks.

gibson_hg 06-24-2008 06:33 AM

You are correct. You have to start from scratch. The BES stores the PIN in the users mailbox so it has to be a new PIN in order to trigger per-pop. So you either need a new device or remove/readd to clear the pin from the mailbox. There is a reg key to bypass this, if you search the forum you should find it.

Once the user is reactivated and if email does not flow let us know. You may want to check the MAGT logs as well for that users email around the time the email was sent.

gibson_hg 06-24-2008 06:36 AM

Here is hdawg's post about forcing message pre-pop:

Hope that helps!

Stacey Gould 06-24-2008 06:44 AM

Thank you - I'm new to BES - and Blackberries, so your answer to me was a help. Email worked from re-activation. Apart from the steps I followed (oh yes and took the battery out!) is there anything else I should have tried before wiping the device? I will also check the logs as you suggest.

gibson_hg 06-24-2008 06:53 AM

Always check the usual, signal strength, Pin-to-Pin messages, try sending to see what error you get back.

If the user has not received mail in a long time see if they have a lot of pending messages showing on the BES. If so, you can purge them rather than removing/readding. You can also try reloading the user as well.

There are lots of things to try, depending on the symptoms of the issue.

Stacey Gould 06-24-2008 07:05 AM

Hi there. Yep I tested Pin to Pin - message not received. No error messages (but I didn't check the BB logs) - all looked good in BlackBerry Manager with no pending messages. Sorry, I keep asking questions - what should the signal strength be, and by re-loading user what should I do here? (Getting ready for the next time this happens!)

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