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Old 05-26-2007, 02:27 PM   #1 (permalink)
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Default Enterprise Activation - 8100

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Hi all,

I work for a large corporate hosted exchange provider,

we offer BES services to our customers but I must confess my knowledge on the handhelds is a little limited so i'd like some help in trying to sort out a problem if I may request it from some of the pros around here!

Basic Problem:

We have a user who is in Nigeria, they have a Blackberry 8100 Pearl Device.

We setup them up with an account on our BES server, we then sent them over an activation email and password to activate their account with, this is when the problems started.

They rang us saying they could not activate their blackberry,

They can't even see the enterprise activation option, the main menu just has "email settings" and the activation option is missing, I normally see this occur in devices which have BIS services assigned to them.

I got them to go to options --> advanced options --> but the option is not in here either (is it anywhere else on the 8100's?)

So we tested the account by activating on one of our test accounts, it worked fine, after all the initial request was that they could not activate not that they couldn't see the option.

I then got them to wipe/attempt reactivation,

they got back into the device, the Enterprise Activation option had reappeared as normal. They then went to activate but got an error saying they had no network signal and activation could not continue.

I asked them to turn wireless/radio on and they reported they had a good signal, GPRS was in upper case.

Then the option for enterprise activation disappeared and they could no longer even attempt it.

Any ideas?

Regards,
Chris

Strange thing: the device in question appears to jump between GSM and GPRS, they say this is due to Nigerias poor network connection but has anyone heard of this occuring before?

Update: they have since wiped it again and gotten a little further, it's acquired a network connection and is now just sat on activating... for the last few minutes.
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