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Old 04-06-2009, 08:15 AM   #1 (permalink)
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Default Information missing from BES

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Hi All,

Our BES was recently upgraded to 4.1.6. I noticed that information is missing for some users. The information below has not been populated for a few users.

Network Type: GPRS
BlackBerry Device Model:
Hardware ID: 0x00000000
Platform Version:
BlackBerry Version:
Screen Language:
Phone Number:
Serial Number:
Active Carrier:
Home Carrier:
Security Password:
Memory:
Direct Connect ID:
SIM ID:

Do you have any ideas how I could get this information refreshed for the affected users?
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Old 04-07-2009, 07:54 AM   #2 (permalink)
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Does this help?

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Old 04-17-2009, 03:33 AM   #3 (permalink)
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Hi Jadey,

Unfortunately resending the service books those not help in this case. Should I try a new enterprise activation instead?
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Old 04-17-2009, 05:10 AM   #4 (permalink)
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Cold reboot of the device usually helps (Battery pull)
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Old 04-17-2009, 10:08 AM   #5 (permalink)
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Delete the Desktop[Sync] service book from the device and resend from the server. It might take an hour (or 4) for it to update. Eventually it should.
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Old 04-17-2009, 11:35 AM   #6 (permalink)
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it took 3 re EA to fix one user here.

I will have to try that out, Darth.
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Old 04-18-2009, 10:32 AM   #7 (permalink)
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I think the issue with this is that nobody appears to have found a total, 100% *fix*

There are solutions that work for some devices and/or a limited amount of time. I have tried most of the suggestions here with some success, but always the info has later disappeared again and/or the problem occurs with a different user.

RIM need to sort it out, really. Something just doesn't work properly. Maybe BES 5 will be different.
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Old 08-06-2009, 02:03 PM   #8 (permalink)
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Default Same thing here...

I've read thru this thread and I'm experiencing the exact same thing. I've done so many things to try to fix and its a hit or miss game. Sometimes an (1)EA works, sometimes (2)disabling device mgmt in PIM sync then doing a reload and resend service books - then re-enabling device mgt works sometimes (3) just resending service books works (4) sometimes having to run syncrequest then restart sync service works. I've even tried to move user from one BES to another and that didn't work. All these things is hit or miss, but most of the time none of these things work. I have over 1100 BB users and a lot of them are remote users so asking them to come in for a wipe and reload (and it doesn't work) would be a pain and a hassle. I've been on a support ticket with RIM on this issue for about 3 weeks now. They've told me to upgrade the OS on devices! Really! the vast majority are 8300 with OS 4.1.## or 4.2.## - not a viable option.
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