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Old 02-10-2009, 06:00 AM   #1 (permalink)
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Default Enterprise Activation problem - Users can't activate

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Hi folks!
I have a situation here, where I have two users on BES server who can't activate on BES. First, before this problem, the user didn't send/receive e-mails. I wiped the device and then tried to activate. The activation doesn't initialize. On user mailbox the ETP.DAT email is received by the user, but the activation don't work. The e-mail stays on the mailbox but not appened after this. I tried to resend the service books from BES and didn't work too. I deleted the service books mannualy on devices and send again the the service books. There wasn't changes. I deleted the user and created again and tried to activate. The activation didn't work too. I was looking for posts here and another foruns, but didn't find anything. We have a BES 4.1.4 for Exchange and a MSDE Local Database. I did the same procedures on both of devices and the problem is the same. I apreciate if you can help me. If more information is neede, please tell me.

Thanks a lot
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Old 02-10-2009, 06:19 AM   #2 (permalink)
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Can the devices do a PIN to PIN with another working device? If not it's the data plan but if you can do a pin to pin you know the data plan is fine. If you can't get the bes to pick up the device after a pin to pin test, connect it to desktop manager to get the enterprise activation rolling.
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Old 02-10-2009, 06:45 AM   #3 (permalink)
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Quote:
Originally Posted by manofice View Post
Can the devices do a PIN to PIN with another working device? If not it's the data plan but if you can do a pin to pin you know the data plan is fine. If you can't get the bes to pick up the device after a pin to pin test, connect it to desktop manager to get the enterprise activation rolling.
Sorry. I'm a noobie.
How can I do a pin to pin? On BES?
When a I connect to desktop manager, it don't activate too...
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Old 02-10-2009, 07:24 AM   #4 (permalink)
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pin to pin is a specific type of message, go into your mail and then select compose pin, and type in a working blackberrys PIN, you can find a persons pin under the status in options.
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Old 02-10-2009, 07:36 AM   #5 (permalink)
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Quote:
Originally Posted by manofice View Post
pin to pin is a specific type of message, go into your mail and then select compose pin, and type in a working blackberrys PIN, you can find a persons pin under the status in options.
Thanks for information. The test was OK. So the maping is working, right? What is happening with the user if the pin to pin test worked?
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Old 02-10-2009, 07:51 AM   #6 (permalink)
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if pin to pin worked the data plan is fine, are you sure you're using the SMTP email address for the user?

Delete user from the bes, do a security wipe to the device, readd the user, and try to enterprise activate it. Try it in that order. Also not sure what provider you're using but make sure the device reads the correct network
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Old 02-10-2009, 08:00 AM   #7 (permalink)
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Quote:
Originally Posted by manofice View Post
if pin to pin worked the data plan is fine, are you sure you're using the SMTP email address for the user?

Delete user from the bes, do a security wipe to the device, readd the user, and try to enterprise activate it. Try it in that order. Also not sure what provider you're using but make sure the device reads the correct network
Had to do that on two of my users so far not bad odds, but a definite solution.

If that doesn't fix I would call the carrier and have them look at the two BlackBerries maybe they are tinkering with the plans on those 2 specific BlackBerries.
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Old 02-10-2009, 08:01 AM   #8 (permalink)
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Is the email with the etp.dat attachment disappearing from the mailbox? If not then its a permissions issue.

PIN to PIN just proves there is a BB plan on the account, not necessarily a BES data plan. Check with the carrier that they have provisioned for Enterprise.
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Old 02-10-2009, 08:39 AM   #9 (permalink)
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If you are trying to wirelessly activate does the device have a full signal on the providers network?

Otherwise hook up the device directly to your administrative workstation and provision the handheld hooked up via USB.
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Old 02-10-2009, 09:52 AM   #10 (permalink)
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Quote:
Originally Posted by DavidAdams View Post
Is the email with the etp.dat attachment disappearing from the mailbox? If not then its a permissions issue.

PIN to PIN just proves there is a BB plan on the account, not necessarily a BES data plan. Check with the carrier that they have provisioned for Enterprise.
The email with etp.dat isn't disappearing. So do I need to check with a messaging support person? The signal with network provider is OK. Some change is needed on Exchange?
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Old 02-10-2009, 09:57 AM   #11 (permalink)
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Quote:
Originally Posted by DavidAdams View Post
PIN to PIN just proves there is a BB plan on the account, not necessarily a BES data plan. Check with the carrier that they have provisioned for Enterprise.
I agree, check with the carrier and verify the device is provisioned for the BlackBerry Enterprise Service date plan, not the BlackBerry Internet Service data plan.
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Old 02-10-2009, 10:16 AM   #12 (permalink)
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Quote:
Originally Posted by felipeduamaral View Post
The email with etp.dat isn't disappearing. So do I need to check with a messaging support person? The signal with network provider is OK. Some change is needed on Exchange?
That says there are permission issues on the mailbox in question. Or it is being modified in someway by an antivirus/Spam filter on it's way in. This message has to reach the mailbox completely unaltered.
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Old 02-10-2009, 12:30 PM   #13 (permalink)
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We had this issue when we switched to a new email gateway. The BES activation message was being flagged as SPAM.

We added the message source to the whitelist and everything works fine now.
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Old 02-11-2009, 10:54 AM   #14 (permalink)
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Can someone tell me how do I verify if the device is provisioned for the correct service? I see all the possibilities that you show me but i didn't find anything. Maybe this is the problem. The device is provisioned for a incorrect service.

Thanks again.
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Old 02-11-2009, 11:02 AM   #15 (permalink)
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I had a similar issue before where the user had a forwarding rule for the mailbox and was screwing with the ETP. Make sure they dont have a forwarding rule configured.
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Old 02-11-2009, 11:03 AM   #16 (permalink)
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if you have tsupport there is a new feature to test it.

expert support tool
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