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Old 09-14-2010, 03:02 PM   #1 (permalink)
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Default Unable to Activate 9700 on BES 5.0

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Here is my problem

Recently built up a new BES Express 5.0 Server. I started moving users from a 4.1 server with no problems. I have about 30 users most in the US but some all over the world. Deleting users on old 4.1 server and then adding on the 5.0 has been working fine. I have two users who I can not seem to successfully get through the enterprise activation process. It ultimately fails, when attempting to do so wirelessly and when attempting to do so via the Desktop Manager.

On the BES server it lists the user, a correct PIN of their device and the last contact time is quite recent so there is some communication there. "Failed forwarding message" is the last transaction listed.

Using a spare device (an 8320) in my office I am able to activate the accounts wirelessly no problem. The MAGT logs are quite verbose so I am not sure what to look for in there to find any clues. I suppose the devices could be having a problem but they are both relatively new 9700's. The BES server is located on the US west coast and one of the users is in Europe and the other in China. However other users in the region have been able to wireless activate without any problems.

Any ideas of what my problem(s) are? Thanks
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Old 09-14-2010, 03:14 PM   #2 (permalink)
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Had an issue once if your in a domino environment... the users State database had corrupted ... had to remove the user from the BES verify his state database was gone then re-added. Everything from then worked.

If your in Exchange have you attempted to do a security wipe and try again?
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Old 09-14-2010, 03:22 PM   #3 (permalink)
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Yes we did a security wipe and tried both wireless and wired activation with no success. Also tried updating the phone software as well
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Old 09-14-2010, 03:28 PM   #4 (permalink)
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Check to make sure the devices are provisioned with the ENTERPRISE Blackberry Data Plan, and not just a prosumer BlackBerry data plan.

You can check the provisioning using the BlackBerry Expert Support Center.
https://www.blackberry.com/besc/dashboard/
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Old 09-14-2010, 03:34 PM   #5 (permalink)
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[quote=penguin3107;1654816]Check to make sure the devices are provisioned with the ENTERPRISE Blackberry Data Plan, and not just a prosumer BlackBerry data plan.



I'll give this a try.

The users in question were working fine on the old 4.1 Server however..........
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Old 09-14-2010, 03:35 PM   #6 (permalink)
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Well, it's unlikely that the data plan is the problem then.
Worth checking anyway.
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Old 09-14-2010, 03:57 PM   #7 (permalink)
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Quote:
Originally Posted by penguin3107 View Post
Well, it's unlikely that the data plan is the problem then.
Worth checking anyway.
Appears my subscription codes are inactive so I can't get on the site at the moment to check. But again, only a few weeks ago both of these devices worked fine on the 4.1 server
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Old 09-22-2010, 05:54 PM   #8 (permalink)
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I was finally able to resolve this:

VodaFone was the carrier and confirmed the line was provisioned correctly, however when the tech switched the SIM to his phone he was unable to activate.

He ended up de-provisioning the line and then re-provisioning it. Once that was done the activation went off without a hitch.

So definitely a weird error in VodaFone's network, on the surface everything looked to be setup properly but obviously it wasn't. I went through a few tech's at VodaFone before I found this guy who was willing to put a little effort into it, the issue was ultimately VodaFone's fault but the other techs were convinced it was a problem on our end.
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