RIM has found the cause of the issue I've been having with newly activated devices showing as 'No PIN' in the Blackberry Management console. I'm not sure if this is related to SP6 for BES 4.0 (for Exchange), but I don't remember ever having this issue prior to installing SP6.

Here's the problem: When I activate a new BB (either adding a new user or activating a new device for an existing user), the BES will show 'No PIN' in the Status column (where it should show 'Running' after activation).

After sending RIM 3 days worth of Blackberry Logs and a backup copy of our SQL database, they have come back with the following information (I've replaced with user name with 'Mickey Mouse':

We traced thru the logs for this one user Mickey.Mouse and tracing thru the logs during the time you Enterprise activate this user points me to the following error in the logs:

[30000] (03/21 10:11:43):{0xFAC} {Mickey.Mouse@MyCompany.com} Sending data to Dispatcher, size=392, Tag=1047332 [40000] (03/21 10:11:43):{0xFAC} {Mickey.Mouse@MyCompany.com} SendToDispatcher, Tag=1047332
[40583] (03/21 10:11:43):{0xFAC} {Mickey.Mouse@MyCompany.com} Sending packet to device, Size=48, Tag=1047338, TransactionId=-972997346
[40279] (03/21 10:11:43):{0xFAC} {Mickey.Mouse@MyCompany.com} SubmitToRelaySendQ, Tag=1047338
[30160] (03/21 10:11:43):{0xFAC} {Mickey.Mouse@MyCompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40188] (03/21 10:11:44):{0xFAC} {Mickey.Mouse@MyCompany.com} Conflict resolution set to DESKTOP WINS.
[40255] (03/21 10:11:44):{0xFAC} {Mickey.Mouse@MyCompany.com} *****Redirection is disabled due to incomplete configuration*****

From the above, what we are seeing is that during the EA, the BES server was not able to detect the PIN number for the said user. If BES fails to do that, it will not complete the user configuration and as such mail flow and slow synch will not work for the user. This is what you are currently experiencing. From the backup of the database however, I can see that the user pin number is in fact reflected correctly as below

Mickey Mouse Mickey Mouse 32BXXXXX (replaced PIN for this post)

However, when you open the user stats on the BlackBerry Manager, you still see the PIN number as "No PIN".

This is a known issue and a software defect report has been created.

SDR 119683 states that this condition will occur if while performing EA. The specific user's property window was open before the BES was able to update the pin number. This will cause the pin number not to be updated to the user mailbox. If this happens, BES will throw out the error "***Redirection is disabled due to incomplete configuration***" and that will cause message redirection and slow synch not to occur.

This SDR will be addressed in SP7 for BES 4.0. The time frame for which this SP will be released is not known yet. The workaround however is to perform the following:

1-Everytime you EA a user, after you have set the Activation password. Always close the user property window. This will make sure that the BES will be able to pick up the user PIN number and update the mailbox accordingly.

2- For all those users currently in this state, you can just set the Activation password, close their property window and EA the handheld again.

ONLY when the message appear on the hh that states "Activation complete" can we open up the user property window to check if the PIN number is updated.

Now, like I stated above, I'm not 100% sure if this happened prior to SP6, but I started noticing it on all 4 of my BES servers after applying SP6. I guess it's good to know that it's *only* a bug, and not some configuration on the BES that I screwed up.

This cause/resolution may already be posted here somewhere, but I wasn't able to easily search for it since the word 'No' is too common (along with 'PIN'), so I thought I'd post it anyway.

Yeah, we know what's on your mind...

"This is a known problem and we're working on it"
Yeah, right. That's for the hot tip, RIM.
"Hey Rocky, watch me pull a Blackberry out of my hat."

Shhh....only 41 days until Orlando!!!

is this impacting all new activations?

It does if I have the user's 'Properties' window open at the time they are performing the activation. I've done several activations since this post and make sure both the Properties window and the BES Management console window are both closed.

Activations zip right thru - no problems.

Just to add a note I believe we have the same issue allthough a slightly different error in the logs.

[20173] (04/18 14:30:03):{0x165C} {Micky.Mouse@rim.com} GetDeviceId() failed
[20314] (04/18 14:30:03):{0x165C} {Mickey.Mouse@rim.com} Device ID used to be 80081E5 but is now blank.
[40245] (04/18 14:30:03):{0x165C} {Mickey.Mouse@rim.com} Device ID changed
[30000] (04/18 14:30:03):{0x165C} {Mickey.Mouse@rim.com} Sending data to Dispatcher, size=400, Tag=3787157
[40000] (04/18 14:30:03):{0x165C} {Mickey.Mouse@rim.com} SendToDispatcher, Tag=3787157
[40000] (04/18 14:30:03):{0x12FC} [BIPP] Send data, Tag=3787157
[40000] (04/18 14:30:03):{0x12F8} [BIPP] Received status DELIVERED, Tag=3787157
[40255] (04/18 14:30:03):{0x165C} {Mickey.Mouse@rim.com} *****Redirection is disabled due to incomplete configuration*****

We have been advised to close all management consoles on all beservers that are using the same SQL database.