Hi,

I work for a large NHS trust and we have been using a BES on version 3.6 for the past 2 years now recently we have decided to purchase version 4.0 (Only because we currently have older 7230 devices) we have 48 users currently on our server however before the engineer comes out we have noticed what seems to be a problem, instead of having the one database we seem to have two, they are as follows

1. Small computer icon with Yellow screen
2. Small computer icon with Green screen

When we attempt to remove one of them the other one disappears too, looking at the one with the yellow screen it contains absolutely no information at all, the green one however contains all 48 users’ Inc stats etc!

I queried this with RIM who has said they don’t know what has caused it and not too worry, however we also have another BES on one of our sister sites and this one only has the one database (currently on version 4)

I was wondering if anyone has encountered this before and know what possible problems/solutions there could be.

Thanks

Seems like you have 2 instances of BES on the same box. Right click each computer icon and check the properties. If I'm right your SRP for the working BES will start with an 'S' and the SRP for the non working (yellow) BES will start with a 'T'. Either way the yellow icon indicates a non active BES, which would make sense if it's an expired trial key. Check this and come back to us.

Thanks for getting back to me, I have checked this with our previous people and we did indeed have the BES in originally as an eval and it was decided to take it on fulltime, on checking both databases however I have found that not only do both databases have an SRP identifier beginning with 'S' but they both have the same exact authentication key starting with 'q55z', will this be causing a problem?

The status of the yellow one is incidicated as 'unknown state' were as the working green one tells me its running on version 3.6.2.14

I'd delete the Yellow one and not worry about it.

Another thing you need to do is update your BES (your engineer should have made you aware of this really). To run an upgrade for BES 4.0 your current 3.6 BES must be running a minimum of Service Pack 3. I note from your version that you only have Service Pack 2 so you must run this update before the install.

We've tried removing the yellow one and have noticed that it also removes the working green one (Which you could imagine caused panic at 1st) its almost as if they are tied in with each other

The engineer hasn't so far made us aware that sp3 needs to be installed on the 3.6 server before upgrade, however because our current BES is located on an older dell server we've also decided to install this onto a new hp server, which I presume shouldn't cause us problems with sp2 being installed or does it (as I thought this would be more a migrate of the current database on a new install)

Thanks for your help so far

OK, here's what I'd do:

1. Export the user list from the current 3.6 BES and backup the database
2. Shut down the current BES (VERY important before installing on the new machine)
3. Install a new instance of BES on the new machine and create a new database
4. Restore the database information to the new database from your backup, and import the user list in to the new BES instance.
5. Run at least service pack 3 on the new BES instance.
6. Run your update to version 4.0
7. Make sure your 4.0 BES is service packed up as well.