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Old 09-28-2011, 08:54 AM   #1 (permalink)
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Default lost bes settings on handset

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One of our users has stopped receiving mail from exchange.
She gave the phone to one of her grandkids and thinks they may have 'messed' it up!
Her account is still active in the BES manager according to the 'Last Contact' time.

There is no company mail icon (only yahoo)on the BB Curve 9300 and in Advanced Options => Enterprise Activation, there are no details (e-mail address etc).

It has been over a long time since I have added anyone onto to the BES server (or needed to do anything with it!). So I thought I should set an Activation Password again and re-enter her e-mail address and password and choose Activate.

Nothing - tries to connect for a few minutes and then says it cannot contact the Enterprise server.

I have tried this over the 3G network, through the company wireless network, USB into the server and USB into BB manager on her desktop - still no connection.

Would it be easier deleting her account in BES then recreating and attaching the BB to BES through USB as if she were a new user?

Thanks for your time

Neil
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Old 09-28-2011, 09:31 AM   #2 (permalink)
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Default Re: lost bes settings on handset

dont delete the account, dont specify a server IP in activation and turn off wifi

What version BES? user on BIS or BES dataplan?
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Old 09-28-2011, 09:47 AM   #3 (permalink)
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Default Re: lost bes settings on handset

I haven't specified a server IP, just the e-mail address and Activation Password set in the BES manager.

BES version 4.1
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Old 09-28-2011, 10:21 AM   #4 (permalink)
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Default Re: lost bes settings on handset

What mail platform are you using?
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Old 09-28-2011, 10:25 AM   #5 (permalink)
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Default Re: lost bes settings on handset

Exchange 2003
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Old 09-28-2011, 10:34 AM   #6 (permalink)
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Default Re: lost bes settings on handset

lets test the dataplan for the heck of it.


Sign up for free to the BlackBerry Expert Support Center.

https://www.blackberry.com/besc/dashboard/

Then use the Enterprise Activation Readiness tool.

All at absolutely no cost to you or your organization!

The BESC gives you a suite of valuable tools, and includes a Complimentary Support Incident should you need to contact BlackBerry Technical Support directly.
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Old 09-28-2011, 10:36 AM   #7 (permalink)
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Default Re: lost bes settings on handset

also look at MAGT log for that user and see if handled by desktop in there

default location :\Program Files\Research In Motion\BlackBerryEnterprise Server\Logs

Also look in event veiwer to seef if any errors or warnings pertain to your issue

Please post back the log info minus personal info
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Old 09-28-2011, 12:01 PM   #8 (permalink)
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Default Re: lost bes settings on handset

Thanks for the link.
I must have registered 3 years ago when we first got BES, but because it is (until now) so ultra reliable I have never used it.
Enterprise Activation Readiness looks hopeful.
The MAG log is huge (even when put into Excel), what am i looking for?
Everything about the user suggests that the server is working the same as for the other users?
Thanks again for your time.
User has gone for the night and so must I
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Old 09-30-2011, 07:36 AM   #9 (permalink)
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Default Re: lost bes settings on handset

Tools say everthing is OK!! obviously it is not.
Cannot see any way out of this without wiping everything and starting afresh. Not really what I want to do.
Don't understand what is stopping the connection of a handset and a user who two days ago was having no problem.
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Old 09-30-2011, 08:27 AM   #10 (permalink)
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Default Re: lost bes settings on handset

Are the data services turn ON on the device?
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Old 09-30-2011, 09:15 AM   #11 (permalink)
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Default Re: lost bes settings on handset

Are enterprise messages being blocked by the firewall?

Is the mailbox selected for redirection?
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Even a mosquito doesn't get a pat on the back until it starts to work.
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[BES 5.0.3 / GroupWise 2012 HP2]
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