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Old 08-05-2008, 12:34 PM   #1 (permalink)
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Hi hopefully someone can help me please? Yesterday I was tasked to re provision a user as they upgraded to a Pearl Handset.
I transfered their data from their old BB to the pearl using "desktop mgr".
Assigned the device to the user using USB on BES and provisioned.
I then started enterprise activation wirelessly and although it took a long time is appeared successful and email's flowed to & from our exchange.
Today the pearl has stopped sending and receiving emails and enterprise activation is not available (because it is already activated). Could the user have switched some network off or other, I'm a novice as far as the phone are concerned not having one myself?

Can I use the NUKE handset on BES to reset the phone and start again or is there a better way of resetting the phone if necessary?

Our provider is T-Mobile.

Thanks

Rob
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Old 08-05-2008, 01:10 PM   #2 (permalink)
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Hi Rob,

When syncing with BES, you often will have to wipe the old BB and clear the cache on the BES so that it does not attempt to sync with the old device. Then try configuring the new BB.

Happily syncing to BES with The Message Center Exchange Hosting
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Old 08-05-2008, 01:30 PM   #3 (permalink)
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IF Enterprise Activation is gone from the Options-Advanced screen, then they're no longer on BES, they've moved to a BIS plan. If it's just not visible as an icon, then you're correct, it's already been activated.
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Old 08-05-2008, 01:37 PM   #4 (permalink)
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If you used DM to upgrade handheld to a Pearl, it should have asked you if you want to switch devices. If you said yes, that is all you needed to do...Or, I missed the point?
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Old 08-06-2008, 08:04 AM   #5 (permalink)
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Quote:
Originally Posted by TargetIT View Post
IF Enterprise Activation is gone from the Options-Advanced screen, then they're no longer on BES, they've moved to a BIS plan. If it's just not visible as an icon, then you're correct, it's already been activated.
I think your right the user has somehow changed their handset from BES to BIS can anyone advise how I change it back?

I'm not very knowledgable on the actual handsets.

Thanks

Rob
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Old 08-06-2008, 08:15 AM   #6 (permalink)
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Quote:
Originally Posted by rdeca View Post
I think your right the user has somehow changed their handset from BES to BIS can anyone advise how I change it back?

I'm not very knowledgable on the actual handsets.

Thanks

Rob
If the BES plan has been removed from the account, then you need to call the carrier and have them add it back.

Are you sure that's what happened?
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Old 08-06-2008, 08:42 AM   #7 (permalink)
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If the BES plan has been removed from the account, then you need to call the carrier and have them add it back.

Are you sure that's what happened?
I'm assuming the user has tried to setup a BIS email account (to her work address) in error and this has switched the handset from it's original BES setup that was working when I gave her the phone.

Are you saying that the phone can operate in both modes at the same time?

Thanks

Rob
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Old 08-06-2008, 08:46 AM   #8 (permalink)
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Yes. The BES data plan allows both BES and BIS.
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Old 08-06-2008, 01:57 PM   #9 (permalink)
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You almost had it right, The handheld needs to be wiped before activation, do the activation, then restore the items the user wants restoredm do not do a full restore. As for the Enterprise activation being gone, that is a carrier issue with the data plan.
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