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Old 08-15-2008, 03:01 AM   #1 (permalink)
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Question Blackberry not accepting default IT policy

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I took a call from one of our Blackberry users this morning who reports his calender isn't synchronising with his Outlook client. I've checked the obvious, i.e. that wireless calendar is enabled etc. I discovered that the device doesn't seem to have accepted/applied the default IT policy... it states "Error" under the IT Policy Status on our BES.

I've tried re-sending the policy but this doesn't work.

I've found these entries in the POLC log ;

[30000] (08/15 08:23:20.897):{0x1394} {SiAd****@xxxx, PIN=xxxx, UserId=21}RequestHandler::DoDeviceSentProcessing - Message has been delivered to device, Tag=1238
[40000] (08/15 08:23:20.897):{0x1394} {SiAd****@xxxx, PIN=xxxx, UserId=21}RequestHandler::DoITPolicyDeviceSentProc essing - ITPolicy GME Receive Ack for the command SET_IT_POLICY_COMMAND - Processing packet, Tag=1238
[40000] (08/15 08:23:21.054):{0x1370} [BIPP] Received datagram, Tag=612671
[40000] (08/15 08:23:21.069):{0x13B0} {SiAd****@xxxx, PIN=xxxx, UserId=21}RequestHandler::DoGMEReceiveProcessing - Receiving packet from device, size=47, TransactionId=1644132852, Tag=612671, content type=ITADMIN, cmd=0x3
[20000] (08/15 08:23:21.069):{0x13B0} {SiAd****@xxxx, PIN=xxxx, UserId=21}RequestHandler::HandleITADMINDataCommand - ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAND, ErrorCode 0x3, ErrorText "" - Processing packet, Tag=612671
[40000] (08/15 08:23:21.069):{0x13B0} {SiAd****@xxxx, PIN=xxxx, UserId=21}RequestHandler::SendToRelay - SubmitToRelaySendQ, Tag=612671

...call me paranoid but I've removed the PIN and the e-mail address from the above logs for security purposes!

Can anyone suggest any ideas?
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Old 08-15-2008, 09:14 AM   #2 (permalink)
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I think you would need to remove the users from the BES, Secuirty wipe the handheld, re-add the user to the BES and then EA the user again.

It sounds like this HH was on another BES and was not wiped before being added to this one.
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