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Old 08-28-2009, 08:28 AM   #1 (permalink)
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Default New user BES activation issue

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Hi,

I'm trying to activate new user on our BES (4.1.4.12) without much success. After user enters e-mail address and activation password sent by BES and initialize activation, BB device (Curve) get look in initializing activation screen.
I tried to activate different user on same device without any problems.
I checked users mailbox to make sure is not over or close to size limit and BESadmin account has full right on that mailbox.
All other users (23) are running fine.
Any suggestion is welcome.
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Old 08-28-2009, 09:39 AM   #2 (permalink)
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Old 08-28-2009, 09:39 AM   #3 (permalink)
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Are you able to activate the new user on a different device (do you have a spare to try it on)?
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Old 08-28-2009, 10:23 AM   #4 (permalink)
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I can activate new user on same device except that user. It is no difference in permitions between those users.

Last edited by limar : 08-28-2009 at 10:27 AM.
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Old 08-30-2009, 03:19 PM   #5 (permalink)
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what error is displayed on the handheld after the Enterprise Activation fails? If you don't see an error you're not waiting long enough. Give this a read: KB13852 - Identifying and troubleshooting enterprise activation issues
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Old 09-01-2009, 09:30 AM   #6 (permalink)
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HI,
This is what I found in MAGT log:

40239] (08/31 00:15:04.880):{0x193C} {firstname.lastname@domain.com} Still handled by desktop
[30160] (08/31 00:15:04.880):{0x193C} {firstname.lastname@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (08/31 00:15:04.880):{0x193C} {firstname.lastname@domain.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (08/31 00:15:04.880):{0x193C} User settings: email=firstname.lastname@domain.com, routing=firstname.lastname@domain.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=xlastname, server=hostname
[40577] (08/31 00:15:05.458):{0x17FC} CDO helper 04aae980 stopped

BB handheld is new device from T-Mobile and this is first time that we are trying to activate on our BES. Looking into first log line, "still handled by desktop" is confusing as we haven't installed BB desktop manager for that device on user's pc.
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Old 09-02-2009, 06:24 AM   #7 (permalink)
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Check with T-Mobile and verify that they have provisioned the BB for use with a BES. We have had that issue with Verizon on occasion. Hope that helps!
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Old 09-02-2009, 12:14 PM   #8 (permalink)
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does the user have his outlook client running on his desk and is it pulling his mail off the exchange server and delivering it to a local PST?? If so, this would stop the process as the BES can't get the message.

Sounds like the device is provisioned for BES since you could activate other users on it (assuming you aren't swapping sim cards when you do this...) It would have to be the original users sim...
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Old 09-03-2009, 01:22 AM   #9 (permalink)
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Default EPT.dat?

Did you get an email with an EPT.dat attachment in the user's mailbox. When BES activates it sends the user that attachment and then when it successfully activates it deletes the message so you might want to check the Deleted Items folder.

When you see that EPT.dat in the user's mailbox folder but the activation still does not go through and the EPT.dat file has not been automatically deleted by the BES it could be a permissions thing. For example, that is the current issue with Exchange 2010 right now, that's how far activation goes.
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Old 09-05-2009, 12:25 PM   #10 (permalink)
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Huh, I manage to fix it. It sounds stupid, but that what it is, especially when user is 2000 miles away and is no of any help at all. After raise my blood pressure to the roof and spent hour and hour on net to look for possible solution, I decided to go back to our Exchange server and MailMarshal. Everything looked fine, so I phoned user and start poking around his Outlook client. And guess what, his Outlook security was set to "HIGH" what resulted in treating BES mail as spam and sending it to Junk Folder. What a bugger. As soon as I lower his security, everything started working.

I would like to thank all of you who found time to read my HELP!!! posting and try to help with suggestions.

THANK YOU.
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