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Old 04-23-2012, 09:42 AM   #1 (permalink)
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Default BES Activation Issues

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We are using BESX 5.0.3. We have purchased a number of new phones recently and had trouble activating a few of them. They are all Bold Touch phones. The issue seems to be using a SIM card from an old phone (not a BB). Brand new phones with brand new SIM cards work every time. Every phone where we tried to use an existing SIM card from an older phone won't activate on BES. The text and phone parts work fine. Specifically, the activation message from the server gets stuck in the user's mailbox and is never recognized by BES.

Our carrier (Bell) says that its nothing to do with them since they see the correct data going through their network.

Our Bell sales rep said she heard of something like this happening a few weeks ago, so maybe we are not the only ones who have come across this. Has anyone else seen anything like this?

Thanks!
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Old 04-23-2012, 10:18 AM   #2 (permalink)
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Default Re: BES Activation Issues

Do you have the right dataplan on the phones?

It is a BESAdmin rite of passage to go through the gauntlet of correcting the right BES data plan with your carrier.

Under Manage Connections on the device (OS 5 and higher), there's a services status which tells if connected to the data network.

For BES dataplan testing.







Want to check if a device is provisioned correctly?
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 04-23-2012, 11:26 AM   #3 (permalink)
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Default Re: BES Activation Issues

Sounds like exactly what I need...

"We apologize, an error occurred while processing your request. If the error persists, please try again later."

Well, hopefully it will be exactly what I need later.
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Old 04-23-2012, 12:17 PM   #4 (permalink)
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Default Re: BES Activation Issues

I was able to get in, might take a lil bit for the tools to show
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Old 04-24-2012, 11:18 AM   #5 (permalink)
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Default Re: BES Activation Issues

Old SIM cards will not work on newer phones. Now, having said that, they can't be that old since Bell hasn't been doing SIM cards for very long so they should all work. The old SIM card problem I'm referring to is specific to Rogers (and probably any GSM network like AT&T). So we have had to swap out SIM cards for newer ones to get the phones to work.
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Old 04-25-2012, 09:08 AM   #6 (permalink)
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Default Re: BES Activation Issues

Solved. Bell did mention they had problems with older SIM cards on new phones, but a new SIM did not solve the problem in this case.

Issue was the default MAPI connection limit in Windows. Solved by increasing the limit in the registry: KB20066-BlackBerry Enterprise Server is unable to start some or all BlackBerry smartphones with the error "MAPIMailbox - OpenMsgStore (0x8004011d) failed"

And then recreate the MAPI profile: KB10285-How to recreate the BlackBerry Enterprise Server MAPI profile

To tell the truth, if this isn't already in the setup documnetation, it should be as many sites will have this issues, I'm sure.
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