Hi Gang,

I have recently rolled out three new blackberry's. it was about 3-4 days before they were activated since the user was added on the bes. The problem I have now is that these 3 devices show as 'initializing' even though these users are claiming they have activated and are receiving messages. Two of the devices haven't even shown in the PIN field. The first one has the PIN field filled in but still shows as initializing.

Any ideas on how to get the status to 'running' and get the PIN field filled out on these 3? i have 3 others that were added a day or two earlier and did not have this problem. We are in Ontario and these 3 particular blackberries are in Alberta. I dont know if this is some kind of sync issue, a time zone issue or coincidence.

Any thoughts or help would be appreciated.

anyone with any thoughts here?

You can do PIN-to-PIN messages without the device active on your BES. If they were activated on your BES but still showing the same, try clicking the Check Configuration Check Status. Sometimes that polls the device and updates the entry on BES.

dumb question perhaps, but where is the check configuration option in BES? And to be more precise in case it matters, the users already the blackberries in their possession, we simply added the users and chose the 'generate and email password' they claim they got it, ran through the enterprise activation procedure, entered their email address and password, etc and activated. they claim they are receiving messages on their handhelds but as mentioned they are showing in BES as being activated nor do they show any stats.

Kinda depends on what version of BES you're using. I'm using 4.1.4 and it's under the User, then Device Management. If you don't have any software configurations assigned to the user, it won't update.
Another option is to stop/restart all Blackberry Services. Risky, but it might refresh the view.

Try regenerating the encryption key

Im running 4.1.4 as well (4.1.4.15). Since I have no software assigned its not allowing the options. I did restart the services yesterday, in fact I even restarted the entire server last night as well just in case there was a dependency service in their that was not restarting along with the BES services. That didnt make a difference either.

These users are sending and receiving through the blackberry's but as mentioned, the server is not showing any stats and doesn't even show them as registered.

Its my understanding this needs to be done on the handheld itself. Is this correct? I took a look and did not see the option in bes anywhere and i remember from the past having to do this on the blackberry itself under security options or something?!

Generally yes ... Generate a new encryption key

Hi all. I'm a new member to the forum.

Sounds like activation never completed. Try to activate the devices again and see where it gets stuck. Backup and wipe the device if needed.

We re-activated one device last night. Deleted the user on BES, waited five minutes or do, re-added them, sent another activation password, they re-activated, we could see the sync emails in the journaling mailbox...they are getting and receiving messages again but again the status has not changed on the bes server from 'initializing'. I highly doubt this is a firewall issue as other blackberries local to our office work fine. We are in London, Ontario. These devices are in Edmonton, Alberta. I am apt to think its Bell's network between here and there is not passing back the correct information.

Anybody have any other ideas on what to try? Its hard to just leave it, because although their email may be working correctly...the status and stats screen should be reflecting properly and I cant stand having a product only working half way.

By the way I am using 4.1.4.15 its the small business/express edition but I dont see that mattering aside from supported license counts.

You know...I just thought of something. They were using the devices previously before being put on the bes server. What we did not do, was initiate a wipe of the device. I dont see that mattering BUT its worth a try.

I will have one of our desktop techs with a user and test this.

I will post back my results. I dont think it will help us but its worth a try.

Thanks

I had a similar issue when porting over numbers from a different carrier. The blackberry was activated with the temp phone number and when the numbers were eventually ported over they info did not update on the BES.

After a call to tech support I think I ended up deleting the desktop service book and re-activating and this seemed to populate the needed info. I agree with N_Pikes above. This info is sent to BES as the last thing done during activation and if it hung up before this completed mail and all of that will pass fine - you just will not get the info updated in the BES until activation completes successfully.

I wonder if your users actually got a pop up on the handheld signalling them that activation was complete or if they just assumed it was because mail was passing.

Jim

That was my question as well. Was the handheld showing activation complete? I also agree with deleting the service book and resending. I had an issue where an activation got hung up at about 18%. I deleted the service book and resent and it went through.