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Old 09-29-2010, 08:53 AM   #1 (permalink)
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Question User unable to activate on the BES

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I have one user who is unable to activate on our BES. He has been added and deleted to the BES multiple times, a Lotus Notes Connection document has been confirmed from the BES to his mail server, and it appears I can see his name in the BES logs. Why are we not able to get him connected up?

Am I looking in the right log for activation info?

BES 4.1.4 Bundle 24
Domino 8.5

Here is what I see in my MAGT log:

[40055] (09/28 23:25:56.082):{0x1C08} {Emxx Alxxxx/Gulxxxxxxx/xxxxxxx_Industries} User settings: *local*, id=712, email=ealxxxxxx@xxxxxx.com, PIN=<none>, routing=S88671195, mail {CN=xxxxxxx/O=Guxxxxx_Industries!!mail\ealxxxx.nsf; [ENV] Domino Version: 8.5.1.0, HF 0, FP 0}, BBSD BES\state\1303001478.nsf, OTAFM=0x00000000, OTAC=0x0000000B, DCSI=0, DCNNE=0, DCSMIME=0, DCPGP=0, SECMSG=0xB0000000


Here is a diagnostic he sent me of his BB device:

Diagnostic Started: Sep 29, 2010 2:10 PM
Diagnostic Completed: Sep 29, 2010 2:12 PM
PIN: 22cxxxx9
MSISDN: Unknown Number
Device Type: BlackBerry 9800
Application Version: v6.0.0.141
Platform Version: 6.4.0.64
Service Books: RIM_IM,PROVISIONING,BBIMConfig,OTASL,BISClientConf ig,BBIMConfig,BBIMConfig,BBIM,APPWORLD,BBAUTH,LbsC onfig,KEYNEGO,WPTCP,BrowserConfig,WAPPushConfig,WP TCP,IPPP,BBIM,WPTCP,MMS,WPTCP,BrowserConfig,KEYNEG O,CMIME,CICAL,BBIM,OTAKEYGEN
Free File Space: 322355900 bytes
Radio Data Activation: Yes
Signal Level: -81 dBm
Radio Access: UMTS
Network: STC
IP Address: 10.192.xxx.xx
ICMP Ping Echo: No
BlackBerry Registration: Yes
Connected to BlackBerry: Yes
BlackBerry PIN-PIN: Yes
Server Name: BISE07C11S02
Email Address: [email address]
Connected to [email address] : No

Sent from my BlackBerry® wireless device from STC
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Old 09-29-2010, 10:21 AM   #2 (permalink)
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Can you activate that user on a different device?
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Old 09-29-2010, 11:46 AM   #3 (permalink)
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Good idea! We're working on that now... Thanks!

Any other possible ideas?
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Old 09-30-2010, 01:24 AM   #4 (permalink)
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Have you activated other 9800 devices successfully? Just thinking that your device is very new and your BES version is rather old.
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Old 09-30-2010, 08:27 AM   #5 (permalink)
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Yeah, that was my line of thought. Try that user on a different device with different SIM. Then you know whether the user is the issue, or the 9800
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Old 09-30-2010, 08:30 AM   #6 (permalink)
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Yes. We have one other 9800 device up and running just fine on our BES...

Anything else you can think of?
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Old 09-30-2010, 08:33 AM   #7 (permalink)
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Quote:
Originally Posted by RJeffDay View Post
Yes. We have one other 9800 device up and running just fine on our BES...

Anything else you can think of?
There's many reasons why a device may have activation problems.
Did you verify with the carrier that the line is correctly provisioned with the Enterprise data plan?
Have you gone through the RIM KB article for troubleshooting Enterprise Activations?
Is the activation email with etp.dat attachment reaching the user's mailbox?
Are there any spam and/or virus filters in place which may be altering the activation email?
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Last edited by penguin3107 : 09-30-2010 at 08:34 AM.
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Old 09-30-2010, 08:44 AM   #8 (permalink)
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Unable to activate is very general, nothing close to an error or exception. Can we have more information? E.g. errors shown on device? stuck at 20%? Then we can help you.
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Old 09-30-2010, 10:52 AM   #9 (permalink)
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Penguin3107:

YES. The user is from the UAE and has verified many times that he has a BB Enterprise Data Plan on his phone account.

NO. I have not gone through the RIM KB article for troubleshooting EA Problems. I will look for it on the web but if I do not find it, could you point me to a location where I may?

YES. The Activation Email is reaching his inbox.

NO. We have many users on this same mail server that are activated.

Thank you for your assistance.


NONAME: All the user gets is the following error message:

"The server is not responding, please contact your system administrator."

Thank you for your assistance.


I look forward to having your help in resolving this issue.

Thanks,

RJeffDay
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Old 09-30-2010, 10:56 AM   #10 (permalink)
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http://www.blackberry.com/btsc/searc...rnalId=KB13852

What happens to the activation email when it reaches the user's inbox? Does it disappear immediately, or just stay there?

I also wouldn't take the carrier's word that they've provisioned correctly.
Use the Enterprise Readiness tool at the BESC to verify this for yourself.
https://www.blackberry.com/besc/dashboard/
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Old 10-01-2010, 11:05 AM   #11 (permalink)
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GOOD NEWS!!!

I was able to successfully activate the user on another device.

Does this point to the problem being the device or the cellular carrier or both?
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Thank you very much for your assistance,

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Old 10-01-2010, 02:49 PM   #12 (permalink)
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Sounds like the device is not provisioned for BES services...
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