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Old 06-02-2006, 12:12 PM   #1 (permalink)
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Exclamation 4.1 - BES Manager Missing User Information

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We recently upgraded to BES 4.1, and for the most everything seems to be functioning correctly.

I have two small issues that have surfaced though:

1. Around 1/4 of the users do not have the detailed information about their handhelds in the manager. The devices show up, they are working properly, but info like software verison, model, memory, etc.. are blank. It seems to be effecting newer and older units, regardless of model or software version.

2. Wireless reconcile of email works, but only after "manually" selecting the RECONCILE NOW from the options menu. It will not do it automatically.

Any help would greatly be appreciated.
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Old 06-05-2006, 05:19 PM   #2 (permalink)
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Quote:
Originally Posted by mparella

1. Around 1/4 of the users do not have the detailed information about their handhelds in the manager. The devices show up, they are working properly, but info like software verison, model, memory, etc.. are blank. It seems to be effecting newer and older units, regardless of model or software version.
We've seen this for a couple of reasons:
1. handheld is running a pre-4.0 version of the handheld code
2. handheld did not complete activation

You'd have to contact each user to determine if either of these are the root cause for the individual user. If the device is running pre 4.0, upgrade the handheld software to something more recent. If the handheld is running 4.0 handheld code or higher, try reactivating the user. The user can send/receive before activation completes, and if activation hangs or is cancelled before the "Activation Complete!" message appears, BES won't report the devices specifics.

If you have devices that aren't showing the wireless number, either have the user enter their wireless number (if they know it) into Options -> SIM Card -> Edit Phone Number field, or contact the vendor to have an Over the Air (OTA) update sent to the device. If the phone number appears in the "My Number" field in the phone app, it should report on BES, as well. Most of our users are data-only, so this has been an issue for us. If a device is lost and BES doesn't report the wireless number, it's quite a bit of research to try to figure out which line to suspend with the vendor.
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