Originally Posted by Silverfuel
If there are issues while trying to activate a users device, is it common practice to delete their account off the BES, create a new account and try to activate the device again?
RIM support has suggested several times that I delete the user from BES if I am having trouble activating. It seems as if this is part of their troubleshooting steps and say they do this fairly often. What do you generally do when you run into activation issues with a certain device? They also mentioned that when a user is switching devices, RIM recommends that the user is deleted from BES and recreated before the new devices is activated.
RIM support probably suggest this crap because it is an easy way to fix a lot of "issues" - but in my mind, it is not really a fix, more of a workaround.
If I am having trouble activating a device/user, then I use "removing them from BES" as a last step, because it tells me nothing about what is/was wrong.
I never remove users from the BES to swap their devices out. I just EA them on a new one by generating an EA password and putting it into the new device. For a plain device swap, I cannot think of a single reason why removing and re-adding to BES would be of any benefit whatsoever. In fact it would be a pain, as you would lose the BES backup of user settings, so would then need to use DM backup/restore OR device-swap-wizard (shudder) to do the change over. Or give the user a new device with none of their settings on it, which usually really annoys them, and isn't helpful to anyone.
Typically, for me, if a device/user is not activating:
a) I will run the BB PIN through the RIM EA readiness check - often with new devices, especially for my users in Asia Pacific, the networks really struggle to understand and add the Corp BB plans. This is unlikely to be anything to do with your issues, but you asked what I do, so here it is LOL
b) I will take the BES user and try activating them on one of my "known good" devices - i.e. a BB device and SIM card that definitely work (I have been known to use my own for testing). IF they EA on my BB, then it means their device/SIM is the issue. If they cannot EA on my BB, then chances are their device/SIM are OK and it is something to do with their account on Exchange or the BES.
c) Device/SIM issues go back to the network (for warranty replacement blah)
d) Non-device issues require troubleshooting. Does the BESAdmin account have proper permissions to their mailbox? Can the BES reach their mail database/server? I then try a test EA (often from the RIM tech support site again) and look to see whether the EA message gets to their inbox or gets junked/spammed along the way.
e) It gets harder to specify what I do next from here, as we are getting into the land of strange-little-problems, so we would be here all day. At this point I might
try deleting them from the BES and re-adding, LOL