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Old 01-23-2008, 09:21 AM   #1 (permalink)
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Default Possible trouble during activation

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Good morning.

I'm new here, so please be patient with me as I explain my question.

I just got BES up and running and it seems to be working great. The first device activated seamlessly and flawlessly (fortunately, that was the President's device).

Since then, I've run into two problems. One was solved by contacting the wireless provider and switching the user's device from the "consumer data plan" over to the "corporate data plan" (this was a personal device).

However, the second problem I am having is that another user's device just won't finish the enterprise activation. I put in the email address and password generated by the BES software on the device, his account shows up on the server software and it shows "running" under the status and his PIN number shows up, but then it just sticks on "never" under the "Last contact time" field and his device eventually times out on the activation.

He does have a bunch of contacts (at least 200 - 300), but other than that, I can't spot any issues with his account.

Possible item of note (again, I'm new here): he was synchronizing with the USB cable before and I didn't wipe the device before doing the activation. Does the device have to be wiped clean before switching from USB sychronization over the the Enterprise activation?

Thanks in advance for any help.

Regards,
Scott
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Old 01-23-2008, 09:29 AM   #2 (permalink)
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Try doing it wirelessly.
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Old 01-23-2008, 09:36 AM   #3 (permalink)
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X14,

Thanks for the response. That's what I am attempting now (if by wirelessly you mean over his phone account), but he had been synching with a USB cable up to that point. It gets through the activation message, says a few things like "encryption confirmed", then just stops. It eventually times out (at least it did the first time...now it's just stuck there).

Not sure if I should try cancelling the activation and do something like delete his account for the BES interface and just try setting him up again, or if I should be patient and see if it irons itself out.

Thanks,
Scott
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Old 01-23-2008, 09:45 AM   #4 (permalink)
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Wirelessly means by activating the device over the air (OTA). It wouldn't hurt to remove the user from the BES and then readd him. You generally don't have to wipe a device to activate it on the BES, If it continues to fail, backup the device data and give the wipe a shot.

Also, make sure the activation email is not being filtered from the users inbox.
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Old 01-23-2008, 10:40 AM   #5 (permalink)
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I found the problem.

Turns out that a Windows automatic update had restarted the server over night and not all the services had started up after the system restart. (I have now disabled automatic updating, which I should have already done. I had enabled when I set up the server and just forgot to turn it off.)

The services that weren't running were the "Blackberry Policy Service" and the "Blackberry Synchronization Service". Kind of important.

Oddly, the BES interface listed the server as "started" and all the users who were already set up were having no problems (which led to my confusion).

Still figuring things out as I go. I appreciate all the advice.

Regards,
Scott
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