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Old 05-27-2005, 08:31 AM   #1 (permalink)
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Hello All.

I am new to Blackberry. We are running BES SP1 with all hotfixes intalled. We have an Exchange 2003 SP1 environment. The server is a Dell dual processor.

We have port 3101 open in the firewall for connectivity.

Our problem is that we cannot get our devices to activate wirelessly. I add the user via the global address book. Our end users are running 4.0 on the handheld. They receive the activation password. They enter their password, email address and hit activate. The activation tries for a while and then times out. The server never receives the PIN. It stays "Initializing". I have activated a handheld by plugging it into the server. It worked fine. However, I have users all over the US and that would be to cumbersome to have them all send me their phones.

Are their other ports that need to be opened on the firewall besides 3101? Does anyone have any general configuration tips or tricks? Anything would be appreciated.

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Old 05-27-2005, 09:13 AM   #2 (permalink)
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You actually don't need 3101 "open" for it to work right. You just need outbound initiated connections. Meaning your BES server must be able to go out on 3101 and establish a connection.

As far as WA, have you tried restarting either the sync/policy services and/or rebooting the server? Sometimes something as simple as that helps.

Also look for any wierd or out of place messages that might report errors in your application logs or in the BES sync logs.

Third tip would be to call RIM and open a ticket with them.
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Old 05-27-2005, 09:55 AM   #3 (permalink)
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I would make sure that all your bes services are running as domain\besadmin and that besadmin user has local admin, logon locally and log on as service...

go through each of the services on the server and make sure that they are all authenticating properly, and then restart each one... order doesn't matter.

cd.
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Old 05-27-2005, 10:17 AM   #4 (permalink)
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I have many BES 4 customers with these issues...

Deleting the user and re adding them (use DBclean.exe aswell)
deleting the service books and re-regesting
and rebuilding the handheld are the steps i always take...

a good start....
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Old 05-27-2005, 12:08 PM   #5 (permalink)
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Did you try to manually asign a password? Sometimes it does not work with the automatically generated one.
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Old 05-27-2005, 12:11 PM   #6 (permalink)
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I agree that setting the password manually rather than having it generated and sent works better. Also, have you confirmed data connectivity on the handhelds you are having problems with?
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Old 05-27-2005, 12:52 PM   #7 (permalink)
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The EA process may stop for one or more of the following reasons:
1. Incorrect email address
2. Incorrect password
3. The email from [email address] has not been received. Ensure that SPAM filters are not blocking this email address.
4. Corrupt desktop service book
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Old 05-27-2005, 12:03 PM   #8 (permalink)
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Something else to consider....make sure your vendor provisioned the handheld for the Enterprise Service and not the BWC. Our latest shipment of 7100t's came without the Enterprise Service provisioning and I dealt with these same symptoms for 2 weeks before finally finding this out. Additionally after I spoke with T-Mo and was assured that the account changes were made, RIM never received the update. So regardless of how troubleshooting steps I went through the handheld could never receive the activation request.
another .02
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Old 05-27-2005, 10:12 PM   #9 (permalink)
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Try a Security Wipe on one the handhelds and try the Activation again. If you don't get too far then it's probably failing to inject Service Books onto the handheld.
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Old 05-30-2005, 02:57 PM   #10 (permalink)
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Whats good,
Im new to the whole blackberry thing, i got a 5810 as a temp phone a few weeks ago.
i have cingular service and i cant logg on the the media net. it says i need to contact my service provider for the service book. i called and they said that everything should be workin, they gave me an auth. code for registering on the site yet still no service book. what can i do?
thanks
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Old 05-30-2005, 03:13 PM   #11 (permalink)
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Quote:
Originally Posted by MileHi
Something else to consider....make sure your vendor provisioned the handheld for the Enterprise Service and not the BWC. Our latest shipment of 7100t's came without the Enterprise Service provisioning and I dealt with these same symptoms for 2 weeks before finally finding this out. Additionally after I spoke with T-Mo and was assured that the account changes were made, RIM never received the update. So regardless of how troubleshooting steps I went through the handheld could never receive the activation request.
another .02
I don't think it's possible to provision a blackberry for BWC or BES... everything goes through the relay regardless...

cd.
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Old 05-30-2005, 04:10 PM   #12 (permalink)
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try to active on a email address thats not blackberry enabled, you should get a email address sent from "network" in the mailbox , if the mail gets though there isnt a spam filter in the way

as posted above check spam filters before anything else, we usually get people to whitelist blackberry.net to make sure
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Old 05-31-2005, 05:54 AM   #13 (permalink)
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Default Cancel and restart sometimes works for WA

Here's what I've figured out using BES 4.0 for wireless activation:
-If you've got a new user that's never been on the BES before, it generally works on the first time. We use manual passwords.
-If a user is upgrading from a device that had 3.6/7 and/or desktop v3.6, it gets a bit more challenging. We've found that OTA will work if:
-user enters their email and activation password and waits for verification
-if service books do not begin arriving within 5 minutes, user cancels operation on the handheld
-user will then re-do the activation using the same password

In bad cases, we've had to do a reload on the user's profile on the server. It certainly seems to work better if the user is new to BB and does not have any desktop software to interfere. We've added quite a few people using OTA and it seems to be working fine.

Hope that helps.
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Old 10-12-2005, 04:46 PM   #14 (permalink)
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I had the same problem. Couldn't get anyone to activate via USB or OTA and everyone said "initializing" in BBES Mgr. I uninstalled the BBES, renamed the Research In Motion folder (didn't touch SQL), rebooted and reinstalled it. As soon as the reinstall completed, I tried wireless activation and it worked flawlessly on all 15 BBerries.
Using 4.0.2.8 on Win2K server -> Exch 5.5 sp4 on Win2K server.
Handhelds are 7250 - v4.0.0.204
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Old 10-24-2005, 06:41 PM   #15 (permalink)
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Have found that if you are running Exchange 2003 with IMF and client is Outllook 2003, either temporarily disabling Junkmail or importing all 9 blackberry email address from a text file into the users junkmail safesenders list settings fixes the problem. Copy these to a text file and distribute with instructions on how to import with the Enterprise Wireless Activation Password.
etp01.etp.na.blackberry.net
etp02.etp.na.blackberry.net
etp03.etp.na.blackberry.net
etp04.etp.na.blackberry.net
etp05.etp.na.blackberry.net
etp06.etp.na.blackberry.net
etp07.etp.na.blackberry.net
etp07.etp.na.blackberry.net
etp08.etp.na.blackberry.net
etp09.etp.na.blackberry.net
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Old 10-25-2005, 08:14 AM   #16 (permalink)
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Quote:
Originally Posted by corey@12mile
I don't think it's possible to provision a blackberry for BWC or BES... everything goes through the relay regardless...

cd.
You can provision for either or both...
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Old 10-25-2005, 08:15 AM   #17 (permalink)
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Quote:
Originally Posted by markerman
Have found that if you are running Exchange 2003 with IMF and client is Outllook 2003, either temporarily disabling Junkmail or importing all 9 blackberry email address from a text file into the users junkmail safesenders list settings fixes the problem. Copy these to a text file and distribute with instructions on how to import with the Enterprise Wireless Activation Password.
etp01.etp.na.blackberry.net
etp02.etp.na.blackberry.net
etp03.etp.na.blackberry.net
etp04.etp.na.blackberry.net
etp05.etp.na.blackberry.net
etp06.etp.na.blackberry.net
etp07.etp.na.blackberry.net
etp07.etp.na.blackberry.net
etp08.etp.na.blackberry.net
etp09.etp.na.blackberry.net

Yup... or just *.etp.na.blackberry.net
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