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Old 03-07-2006, 02:20 PM   #1 (permalink)
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Exclamation 90% activation lock-ups with GW BES 4 SP3 HF3

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We've been experiencing random lock-ups with wireless activations after installing Service Pack 3 on our Groupwise BES. I was wondering if anyone else was experiencing similar problems. Basically handhelds are getting to 90% of activation and they are freezing. When this happens we are noticing the following error in the Synch log:

[46031] (03/07 00:08:02):{0x12AC} [SYNC-DSession] Submit XML request to DevMgmt connector. [Doe, John:626]
[46055] (03/07 00:08:02):{0x1270} [SYNC-DSession] DevMgmt connector responded FAILED_TO_BACKUP_DATA for Add on Handheld Agent, return ERROR_RETRY_OPERATION to the device. [Doe, John:626, SID=1394062156, CLID=29, ECLID=3, TB=7]

The weird thing is that this is only occuring when we activate 7100i devices or 8700c devices. It doesn't appear to be user related. We can turn around and activate these users fine on other devices. We also have 7130e, 7250, 7510, and 7520 devices on this server and all are activating fine. This also is not effecting all 7100i devices or 8700c devices as some of them are also activating fine but the majority do freeze the first couple of times we make an attempt. Usually if we wait until the next day, the problem goes away and we are able to activate. It's very frustrating. We've been hesitant to activate any more of these devices due to the problems we are having. We currently have a ticket logged with RIM on this issue #2547603 if anyone is having the same issue and would like to reference it. Here are some statistics of our BES:

Groupwise BES software version 4.0 Service Pack 3 Hot Fix 3
Groupwise Client 6.5.6 on the BES
MS Windows Server 2003 Service Pack 1
SQL Database
267 users

We also have an Exchange BES server which is having no problems with activations currently.

Thanks for any advice you can offer, or any pain you can share.
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Old 03-07-2006, 02:31 PM   #2 (permalink)
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there is a RIM KB article i stumbled across when researching something else for GW, that describes this exact problem.
I can't remember the exact jist of it but it happens when a certain peice of data is above 4KB.

I'll have to dig it out again but i would first suggest restarting the sync service if the device is still in the activation process or cancel activation, wipe device, set ne password, restart the sync service on BES as re-activate
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Old 03-07-2006, 02:37 PM   #3 (permalink)
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Quote:
Originally Posted by Dizwayney
We've been experiencing random lock-ups with wireless activations after installing Service Pack 3 on our Groupwise BES. I was wondering if anyone else was experiencing similar problems. Basically handhelds are getting to 90% of activation and they are freezing. When this happens we are noticing the following error in the Synch log:

[46031] (03/07 00:08:02):{0x12AC} [SYNC-DSession] Submit XML request to DevMgmt connector. [Doe, John:626]
[46055] (03/07 00:08:02):{0x1270} [SYNC-DSession] DevMgmt connector responded FAILED_TO_BACKUP_DATA for Add on Handheld Agent, return ERROR_RETRY_OPERATION to the device. [Doe, John:626, SID=1394062156, CLID=29, ECLID=3, TB=7]

The weird thing is that this is only occuring when we activate 7100i devices or 8700c devices. It doesn't appear to be user related. We can turn around and activate these users fine on other devices. We also have 7130e, 7250, 7510, and 7520 devices on this server and all are activating fine. This also is not effecting all 7100i devices or 8700c devices as some of them are also activating fine but the majority do freeze the first couple of times we make an attempt. Usually if we wait until the next day, the problem goes away and we are able to activate. It's very frustrating. We've been hesitant to activate any more of these devices due to the problems we are having. We currently have a ticket logged with RIM on this issue #2547603 if anyone is having the same issue and would like to reference it. Here are some statistics of our BES:

Groupwise BES software version 4.0 Service Pack 3 Hot Fix 3
Groupwise Client 6.5.6 on the BES
MS Windows Server 2003 Service Pack 1
SQL Database
267 users

We also have an Exchange BES server which is having no problems with activations currently.

Thanks for any advice you can offer, or any pain you can share.
This is a known problem, at least with the 8700c. It has been said that if you always perform a security wipe prior to activating the device, you will not see this occur with the 8700c. I presume the same goes for the 7100i.

Try doing a SEARCH on this forum, you will deffinitly find support on this subject in numerous posts.

Good luck.
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Old 03-07-2006, 03:07 PM   #4 (permalink)
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I've searched for the 7100i problem and couldn't find anything here but now that I search for the 8700c I'm finding exactly the same problem I'm having and I see that it's not just me. Thanks a ton!
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Old 03-07-2006, 09:57 PM   #5 (permalink)
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Good luck.

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Old 03-08-2006, 03:08 AM   #6 (permalink)
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I too see this on our Domino 4.0.3 (HF4) when we tried to activate our 8700s. Wiping the device and starting again normally fixes it.
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Old 03-27-2006, 10:33 AM   #7 (permalink)
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I spoke with a RIM rep and he also said that if the 8700c is stuck at activating at 90%, you can remove the battery and put it back in to continue. And if that does not work, to wipe the device and reactivate.
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Old 03-27-2006, 10:41 AM   #8 (permalink)
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while during the activation, hit the ESC key and go back to the main screen, don't actually cancel the activation


from the main screen of the BB:

goto Settings > Options > Advanced Options > Service Book > highlight the one that says Desktop [SYNC], wheel-click and select Delete. Wait about a min, wheel-click again and select "UNDELTE"

It will re-connect to the server and re-start the download without having to do the security wipe, without having to re-load the OS as well as without having to re-enter the email/password info.


So far it's worked for me on all the devices that I've had that issue with.

Also the size of the mailbox does play a role, also if you had a previous blackberry with phone logs and whatnot that are synced back to the server they will take quite a while to download. I've had some units take an hour or more to register.
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Old 03-27-2006, 10:49 AM   #9 (permalink)
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Just to clear up from my previous post, pulling the battery during the activation does not cancel wireless activation. Once the device comes back up, it continues on starting at 90%.

Weird issue. I have activated about 15-8700c's and only half had had issues with the wireless activation. The others were fine.
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Old 04-30-2006, 04:23 PM   #10 (permalink)
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Reading through all of thise, I thought I'd share. The issue is HH related not BES related. So it is not happening becase of the version of BES 4.0 you'vbe recently upgraded to. All new HH's with 4.1 HH code could behave like this. And the simplest and proper thing to do to avaiod the issue is perform a security wipe on the handheld before it is activated, even if it is new out of the box.
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