We have a user who is traveling now and his blackberry went on the fritz. He was shipped a new on through warranty to where he is and now needs to get his email running again. His email is running over redirector, can he regenerate the encryption key remotely in order to get his mail or must the BB be physically connected to the computer running redirector? Alternatively, if he restores a backup from the old BB to the new BB will the encryption key transfer over and enable his mail?

He would have to be on the BES 4.0 to regenerate an encryption key remotely. so yes he needs to cradle up and manually regenerate. and if you restore a backup file... I doubt it. he could try going into options -> service books and deleting his desktop service book. see if the redirector pushes a new one out.

I still wonder about a backup file, will test this out at some point. Redirector will not push out new service books.

What version is he using? If he is using 4.0 and you have a 4.0 server, give him a password for the Enterprise Activation and call him with the information and how to perform an Enterprise Activation.....

Big drawback to redirector: If it stops working, you have to be AT the computer it's running on to troubleshoot it.

Temporary solution? Delete desktop svc books. Set up a Web Client account. You can do this on the unit itself in most cases. Have a hard forward set up by your IT guys to forward your Exchange email to your new bb email addy.

When you get home, delete the WC svc books if you're going to go back to redirector or you'll get flycatcher/network msgs.

The Wizard

why not just use bes 4.0 as the solution? and he can re-generate enc keys themselves from their device and no need to have one sent to them-

He isn't on BES. It turns out that the restore of the encryption won't fix this issue because when the BB is connected to the desktop redirector asks if you want to change the PIN associated with this messaging account, then to regenerate an encryption key. Case closed.

that means the Desktop redirector is talking to the server that has his account using another device-if he does accept YES, it wll regenerate and let you create a new enc key and get it up and running.