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Old 06-27-2006, 12:16 PM   #1 (permalink)
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Default Odd Activation Issues today

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Ok, I apologize in advance if anyone is able to search for this - cuz I wasn't able to find anything.

I am having some very odd enterprise activation issues today and I'm not sure if it's my BES (4.0.3, using Exchange 2003, SP1) or something to do with RIM. On Sunday we moved the database from MSDE2000 (on the BES) to a dedicated SQL2000 server. Email, calendar, etc, all are working fine.

The first issue was for a new user who has a Verizon 7130 device that would not activate - took an hour on the phone with RIM and it suddenly started to activate. Here's the screwy part.....when I look on in the Management console on the BES, there is no PIN number, no stats, and the Status is Initizlizing. However, When I look at the handheld in the Configuration Tool I can see all of the information about the user's device - PIN, phone, device, OS. Why won't it show in the Management console?!?!

And now I have another issue for an existing user (had a 7520) who I'm trying to switch to a T-Mobile 7290. Before I sent him the 7290, I activated with my generic 'telecom' account and it worked FINE. I was able to send/recieve email, etc. I wiped the device and mailed it to the user and we cannot get the thing to activate. When he tries to activate he gets 'system error, contact system adminstrator'. I've removed him from the BES, had him wipe the device, and readded him (more than once). Odd thing I noticed is when I removed him from the BES, I could still see his device information in the Configuration Tool.

Ok so I guess my question is, does this sound right? When you remove a user from the Management Console, shouldn't they disappear from the Configuration Tool? I guess I never really checked before RIGHT after I removed someone, and I'm just nervous since we moved the database on Sunday.

Something else weird I just noticed while poking around on the BES is something that may not be right. The new SQL server name ends with AP26, but when I right-click on 'Blackberry Server Management', go to Properties, and then click on the Database tab, the OLD server name is still listed there. How can that be??

UGH!! Where's my hammer!?!??
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Old 06-27-2006, 12:56 PM   #2 (permalink)
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Just as a side note, when I go into the Blackberry Server Configuration, the new SQL server is listed there and a test of the connection works fine. The ODBC data source is also pointing to the SQL server and that test of the DB works fine.

Still holding with RIM.....
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Old 06-27-2006, 03:38 PM   #3 (permalink)
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On occasion, when we delete and recreate the BES account I still have issues activating the user. Wiping the BlackBerry helps sometimes. Other times we have to delete the 'state database' after deleting the BES account. Think of it as a hidden profile to the BES account. I am not sure if this a Lotus Domino specific thing or not.
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Old 06-27-2006, 07:50 PM   #4 (permalink)
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Default Got It!

Found the problem. Although I followed the steps in KB-03112, there was something that didn't work quite right. After attaching the database in SQL, I then followed these steps on the BES:

11. On both instances of BlackBerry Enterprise Server, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration, then click Change Database.
12. In the confirmation dialog box, click Yes, then click Next.
13. In the SQL Server Name field, type the new server name.
14. In the Database Name field, type the same configuration database name.
15. Complete the BlackBerry Server Configuration procedure.
16. In the ODBC Data Source Administrator of the Microsoft Administrative Tools, click the System DSN tab.
17. From the System Data Sources, select the configuration database and click Configure.
18. From the Which SQL server do you want to connect to? drop-down list, choose the correct MSDE or SQL Server.
19. Click Next and verify the other options are set correctly.
20. When the ODBC Microsoft SQL Server Setup window appears, click Test Data Source to establish proper connectivity to the configuration database.

Those steps all worked without any errors. However, upon completion of steps 11-15, the database name was supposed to get automatically changed in the Blackberry Server Management properties (on the Database tab) - and it did not change there. It was still pointing to the BES, which was causing the problems. I changed it to point to the SQL server, rebooted the BES and activations completed without a hitch.

I almost feel smart since I figured this out before RIM answered the phone

PHEW!
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Old 06-27-2006, 11:00 PM   #5 (permalink)
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Congrats on resolving the problem and thanks for sharing the solution.
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