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Old 09-04-2007, 09:32 PM   #1 (permalink)
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Hello, I just setup a new user on my BES server for her 8100 phone she bought, I plugged it into the server via USB and it uploaded about 120 messages or so and seemed to be working fine, then when I unplugged the device messages stopped being delivered. She has a wireless signal, she's activated on the network and the server, everything seems fine except messages are still failing to be sent wirelessly, all services are set to communicate properly, but nothing, has anyone had this problem before and/or can anyone help me with possible troubleshooting? I am new to BES administration so I'm a little behind, thanks
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Old 09-05-2007, 03:10 AM   #2 (permalink)
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Are you able to send? If you cannot, then what error do you get on the HH?

I believe you were trying cradled activation, for cradled activation there are a few things you need to keep in mind:

- DO NOT switch the wireless off during cradled activation
- When you started cradled activation did you a "Enterprise Activation" icon?

Now, on the device, go to options->advance options->services books. Can you list all the service books starting with Desktop..

Also, was this is a fresh device or being used by some other BES user? You need to wipe the device before reactivating.
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Old 09-05-2007, 02:33 PM   #3 (permalink)
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the device could not send or recieve except when it was connected to the server, I don't know what cradled activation is but this was a brand new phone and I just followed the instructions, I got an Enterprise password for the phone and activated it, it said the phone was activated but still nothing. Here are the disconcerting logs I got, unfortunately the person with the phone is not here today so I can only access server side info, any ideas:

[30222] (09/04 17:09:15.984):{0x22D0} {Megan Jasper} MTH: contentType=CMIME, sizeOTA=770, sizeOTW=1682, TransactionId=-958534831, Tag=324933
[30310] (09/04 17:09:15.984):{0x22D0} {Megan Jasper} Forwarding internal data to device, contentType=CMIME, routing=S81772631, device=24159184, size=808, cmd=0x3, ack=0, TransactionId=-958534831, intTag=280589, Tag=324933, Submit=1
[30375] (09/04 17:09:16.390):{0x22D4} {Megan Jasper} Packet returned as FAILED - could not be delivered to device, Tag=324933
[30388] (09/04 17:09:16.390):{0x22D4} [BIPPa] {Megan Jasper} Forwarding status to BES Agent, intTag=280589, extTag=324933
[30222] (09/04 17:09:21.765):{0x22D8} {Megan Jasper} MTH: contentType=CMIME, sizeOTA=50, sizeOTW=13, TransactionId=-958534830, Tag=324934
[30310] (09/04 17:09:21.765):{0x22D8} {Megan Jasper} Forwarding internal data to device, contentType=CMIME, routing=S81772631, device=24159184, size=87, cmd=0x3, ack=0, TransactionId=-958534830, intTag=280590, Tag=324934, Submit=1
[30375] (09/04 17:09:21.953):{0x22DC} {Megan Jasper} Packet returned as FAILED - could not be delivered to device, Tag=324934
[30388] (09/04 17:09:21.953):{0x22DC} [BIPPa] {Megan Jasper} Forwarding status to BES Agent, intTag=280590, extTag=324934
[30450] (09/04 17:09:28.343):{0x22A8} {Megan Jasper} User unchanged (disp): id=9, email=meganj@subpop.com, device=24159184[24159184], routing=S81772631, agent=001, ext=1, wl=0, keys=(0:3:0)
[30222] (09/04 19:59:15.812):{0xCE4} {Megan Jasper} MTH: contentType=CMIME, sizeOTA=954, sizeOTW=1754, TransactionId=-958528996, Tag=325157
[30310] (09/04 19:59:15.812):{0xCE4} {Megan Jasper} Forwarding internal data to device, contentType=CMIME, routing=S81772631, device=24159184, size=992, cmd=0x3, ack=0,
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Old 09-05-2007, 02:37 PM   #4 (permalink)
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Check with the carrier to make sure this phone / SIM has an Enterprise BlackBerry data plan.
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Old 09-05-2007, 02:39 PM   #5 (permalink)
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will do, but since she recieved 123 messages already when connected to the server wouldn't that mean that it's activated for enterprise?
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Old 09-05-2007, 04:10 PM   #6 (permalink)
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Nope, I agree with hdawg. I would bet she has the BIS plan, not the BES plan.
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Old 09-11-2007, 02:19 PM   #7 (permalink)
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Ok, I have confirmed that she has the BES plan and also her outlook calendar is updating while she's mobile but her email is not, any ideas? Is there a permissions level that may not be properly set?
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Old 09-12-2007, 02:26 PM   #8 (permalink)
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What version & service pack of BES?
What version & service pack of Exchange?
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Old 09-12-2007, 04:25 PM   #9 (permalink)
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BES is 4.1.2

Exchange is 2003 service pack 2

when I attach the device to the desktop blackberry desktop manager pops up and messages forward along just fine. When it's unattached I get nothing but calendar updates and contacts synching. I tried to send a message unattached and it failed because it tried to send via the desktop which I thought was weird, is there a configuration besides wireless message reconciling that I'm missing? I know it has to be something easy, but it's quite annoying right now.
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Old 09-12-2007, 04:52 PM   #10 (permalink)
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The device will connect to the BES server via the USB cable and receive messages that way. You do not need wireless even enabled for this to happen, which is why you can get 123 messages but have it not work when trying wireless. This is why we guessed it was a wireless carrier issue.

When it says sending via desktop that only means it is using one of the Desktop service books, this does not exactly mean that it is trying to use the "desktop" usb connection, so I would ignore this.

If the device is truly receiving calendar and contacts wirelessly but not messages then I am stumped. Usually you will only see FAILED in the logs when the carrier has not provisioned the device properly.

Can you swap the SIM card out with a SIM that you know works. This will isolate the issue to the carrier provisioning (if the known good sim works) or the device / BES interaction if not.
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Old 09-12-2007, 07:00 PM   #11 (permalink)
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none of our other blackberry users are on AT&T so I don't know that their sims would switch. My next question, is there a way I can get blackberry to help me without paying them $150 for a call? If not I am going to go to the place of purchase and try to get some answers, any ideas would be awesome. Perhaps I will also try wiping the phone to factory defaults and restoring the whole thing...
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Old 09-12-2007, 07:10 PM   #12 (permalink)
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Check this out: Troubleshooting BlackBerry device wireless email reconciliation
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Old 09-12-2007, 08:06 PM   #13 (permalink)
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tried all of those to no avail, I think I'll just wipe the device, delete her account on the BES and start from scratch to see if that goes over, then go to the service provider with questions unless there's any other help that blackberry offers for this type of junk...
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