We are running BES Express 5.01.12 and Exchange 2010 SP1, and are having problems getting a user to activate. They were working fine until we applied SP1 yesterday. All other Blackberry users are working fine.

We have tried multiple times to reactivate the user and the ETP file just sits in the user's Inbox. We have tried activating on multiple phones to rule out a problem w/ that particular phone.

We have also tried activating other users on the phone and the activation works fine. We have verified that the 'send as' permissions are set correctly for the Blackberry admin account, and match the permissions on the Exchange accounts for our other users that are working fine.

Any ideas on what might be the problem?

Check the user's spam and/or antivirus filters. Make sure they aren't modifying the etp.dat attachment on the activation email.

Thanks for the feedback. We have examined the email, and it does not appear the attachment or the email is being modified.

Have you tried to remove the user from BES and then add it again?

Is that user member of the the Domain Admin group?

Thanks. Yes, removed many times. No the user is not in the domain admin group.

Have you checked the MAGT logs for errors and run the IEMS test?

Thanks to all for your responses. We determined the problem was that we had SMTP communications blocked so the BES couldn't kick off the activation process w/ the handshake process back to the devices.

Good to hear that the problem is solved. But you said the ETP message was sitting in the users Inbox, so SMTP from the outside must have worked. Internally, BES is using the MAPI protocol.