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Old 03-04-2009, 08:58 AM   #1 (permalink)
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Default Is re-activation always the answer?

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Hey Guys,

I've taken on a more active role in handling the blackberry's for the company I work for: the main issues our users face are:

1. emails not coming through
2. Calenders not syncing with outlook

The current BES admin's normally just "Re-activate" the handheld, which entails removing the user, readding them, and setting an activation password, wiping the handheld and reactivating.

surely, the reactivation isnt the be-all and end-all of fixes for BlackBerrymail related faults?
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Old 03-04-2009, 09:26 AM   #2 (permalink)
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Are there any commonalities with the devices that experience the issues? As in, data coverage, device location, particular groups the user belongs to, limited free memory on the device? Does any device level troubleshooting resolve the problems?

If a user wipes their device and reactivates, does that same user eventually experience these issues again?
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Old 03-04-2009, 09:49 AM   #3 (permalink)
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Quote:
Originally Posted by purejenius View Post
Are there any commonalities with the devices that experience the issues? As in, data coverage, device location, particular groups the user belongs to, limited free memory on the device? Does any device level troubleshooting resolve the problems?

If a user wipes their device and reactivates, does that same user eventually experience these issues again?
Most of the devices on our estate, are 8700's running 4.2.1.94, they are used by sales staff, who do live all over the country, so coverage is sometimes an issue., free memory on the devices are all pretty much the same (around the 60-70mb mark)

the only device level trouble shooting the old team passed down to us was to to check the e-mail reconsile options (mailbox+handheld on mailbox wins) - if thats set, and the "reconsile now" option doesnt work - wipe it.
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Old 03-04-2009, 09:59 AM   #4 (permalink)
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I typically do more troubleshooting for a number of reasons.

1. If a problem is the data service, provisioning problem, etc, you're just going to create more work for yourself if you just wipe, because you'll be unable to reactivate. In that case the user is now stuck without their calendar, emails, contacts, etc. Even if they couldn't sync (or send/receive) before, now they can't even refer to their data.

2. Calendar issues are semi-common and typically a delete / undelete of DESKTOP [SYNC] service book will fix that (depending on what the issue is).

Honestly, it can take hours to troubleshoot the root cause, and only a few minutes to reactivate, so I can see why someone would do it. But I've had some bad experiences (related to point 1) that have left a user dead in the water while we waited around for Verizon to fix their mess.
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Old 03-04-2009, 04:38 PM   #5 (permalink)
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[quote=DJBoozy;1307609]
The current BES admin's normally just "Re-activate" the handheld, which entails removing the user, readding them, and setting an activation password, wiping the handheld and reactivating.[quote]

You can reactivate without removing them from the server, doing it without removing the user from the BES saves the users preferences, settings ect. It does not send any old mail though, just mail from that point on.

Removing the user from the BES and re-adding them does send 7 days of old mail, but does not retain their preferences.

(says new member but i've been hagin round here for years now. Helped me tons of times while I was the "Blackberry Guy" over at FOX studios...)
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Last edited by screate : 03-04-2009 at 04:39 PM.
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