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Old 11-01-2011, 05:01 PM   #1 (permalink)
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Default BES reporting incorrect IMEI numbers (serial numbers)

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BES 4.1.6.9

Our BES server is reporting incorrect IMEI numbers for 18 of our 80 or so Blackberries. All 18 are showing as 001020001234560. (This is the number displayed in the Serial numbers column in BES).

I thought this was a brand new problem, but I see from a dump of the numbers I did a few months ago that there were 13 dud numbers back then. That dump was done soon after the phones were activated, so they've been like that since the start, i.e. they didn't become corrupted. All are 9780s.

Has anyone seen this before, and what can I try to fix it?

So far I've tried rebooting the server, refreshing the screen.

I've no idea if this can affect the operation of the phones, but I need correct IMEI numbers for documentation.
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Old 11-01-2011, 05:08 PM   #2 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

On BES 4.x, I seem to remember the most reliable way to resolve this is to delete the Desktop[Sync] service book from the affected handheds and then undelete it.
It should force a new slowsync process and result in the repopulation of that data in the BES database.
We used this method many times, mostly when the BES database was missing device data such as the IMEI or SIM phone number.
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Old 11-01-2011, 05:31 PM   #3 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

4.1.7 is a bit more reliable with IMEI and SIM numbers.

Can also send out another activation and it will populate as well.
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Old 11-02-2011, 12:09 AM   #4 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by knottyrope View Post
4.1.7 is a bit more reliable with IMEI and SIM numbers.
I assumed we had the most recent 4.x. When did 4.1.7 come out?

We've had BES and Blackberries here for years, and I've never seen this until now. We activated a big batch of phones within a few days, and significant numbers have this problem. Any idea what causes it?
Quote:
Can also send out another activation and it will populate as well.
By "send out another activation", do you mean just reactivate the phones? Or is there a way to do it from the BES server without having to get hold of each phone?
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Old 11-02-2011, 12:22 AM   #5 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by penguin3107 View Post
On BES 4.x, I seem to remember the most reliable way to resolve this is to delete the Desktop[Sync] service book from the affected handheds and then undelete it.
It should force a new slowsync process and result in the repopulation of that data in the BES database.
We used this method many times, mostly when the BES database was missing device data such as the IMEI or SIM phone number.
Can you please explain how to do that? I've never used BES for much other than adding and removing users, and setting activation passwords. I can't see where I would delete that item, let alone where to undelete it.

A read of coreygilmore.com/blog/tag/service-book/ indicates that it's something I'd have to do on each phone. Is that correct? If there's any way to do it from the server without having to get hold of each phone then I'd much prefer that.
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Old 11-02-2011, 08:06 AM   #6 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
I assumed we had the most recent 4.x. When did 4.1.7 come out?
17-Nov-09

You should also put the latest MR on top which is MR3 + a couple of security updates.

You find all the downloads here:
https://swdownloads.blackberry.com/D...7224027CE111BC
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Old 11-02-2011, 08:42 AM   #7 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by pshute View Post
A read of coreygilmore.com/blog/tag/service-book/ indicates that it's something I'd have to do on each phone. Is that correct?
Correct.

Quote:
Originally Posted by pshute View Post
If there's any way to do it from the server without having to get hold of each phone then I'd much prefer that.
There's no solution for your problem that doesn't involve some type of end-user action on the device side.
You can't blindly fix this.

(That said, try updating to SP7 and maybe it will magically fix itself. Stranger things have happened.)
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Old 11-02-2011, 09:46 AM   #8 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by pshute View Post
I assumed we had the most recent 4.x. When did 4.1.7 come out?

We've had BES and Blackberries here for years, and I've never seen this until now. We activated a big batch of phones within a few days, and significant numbers have this problem. Any idea what causes it?

By "send out another activation", do you mean just reactivate the phones? Or is there a way to do it from the BES server without having to get hold of each phone?
On BES
select users, right click, email enterprise activation
inform users they have to do this.
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Old 11-03-2011, 12:23 AM   #9 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by freakinvibe View Post
17-Nov-09

You should also put the latest MR on top which is MR3 + a couple of security updates.

You find all the downloads here:
https://swdownloads.blackberry.com/D...7224027CE111BC
According to RIM KB05131, we're on the latest version, just a few (7!) maintenance releases not installed. We're on SP6, bundle 30.

We're on Exchange, I think whoever mentioned 4.1.7 must be using the IBM Domino version.

I'll install the maintenance release and see what happens, otherwise I'll just try reactivating them.
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Old 11-03-2011, 02:59 AM   #10 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
We're on Exchange, I think whoever mentioned 4.1.7 must be using the IBM Domino version.
No, I have installed SP7 for BES for Exchange myself and it worked well. Take a look here:

BES for Exchange Compatibility Matrix:
http://na.blackberry.com/eng/support..._aug_10_11.pdf

Release Notes - BlackBerry Enterprise Server for Microsoft Exchange 4.1.7:
http://docs.blackberry.com/en/admin/...1-4.1.7-US.pdf

The KB you are mentioning is outdated.
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Old 11-03-2011, 11:04 AM   #11 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by pshute View Post
We're on Exchange, I think whoever mentioned 4.1.7 must be using the IBM Domino version.
I am on Exchange with BES 4.1.7.
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Old 11-20-2011, 10:19 PM   #12 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

I've now reactivated a couple of these phones. One (being activated for a different user) put the correct IMEI in the BES database, and the other (being reactivated for the same user) didn't. The latter updated the IMEI ok after I upgraded its OS and reactivated again.

Still haven't upgraded BES software.
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Old 11-21-2011, 12:03 PM   #13 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

what phone type did not update? I usually see CDMA ones dont all the time.
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Old 11-22-2011, 12:53 AM   #14 (permalink)
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Quote:
Originally Posted by knottyrope View Post
what phone type did not update? I usually see CDMA ones dont all the time.
All are 9780s, all 3G. It never happened with any of our 9000s, 9700s, 9800s, 8800s or any previous models.
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Old 11-22-2011, 06:29 AM   #15 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Are you sure you have an updated device.xml and vendor.xml BES?
When was the last time you updated those?

http://www.blackberry.com/btsc/KB13589
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Old 11-23-2011, 12:29 AM   #16 (permalink)
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Quote:
Originally Posted by penguin3107 View Post
Are you sure you have an updated device.xml and vendor.xml BES?
When was the last time you updated those?

KB13589-How to update the "device.xml" and "vendor.xml" files
I've NEVER updated them! What do they do?

I've just remembered that we also changed Telcos (Telstra to Optus) when we got this latest batch of phones. They told us we wouldn't have to reconfigure anything.

Still, if this is the answer then it's odd that the right IMEI came through for so many of them.
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Old 11-23-2011, 02:34 PM   #17 (permalink)
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Default Re: BES reporting incorrect IMEI numbers (serial numbers)

Quote:
Originally Posted by pshute View Post
I've NEVER updated them! What do they do?

I've just remembered that we also changed Telcos (Telstra to Optus) when we got this latest batch of phones. They told us we wouldn't have to reconfigure anything.

Still, if this is the answer then it's odd that the right IMEI came through for so many of them.
Posted via BlackBerryForums.com Mobile
Those files allow BES to recognize each type of device and the features they support.
They're necessary for proper BES operation.
If they're out of date, then it's possible your BES doesn't know/recognize the newer handhelds and OS versions that were released after your BES was set up.
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