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Old 06-12-2006, 05:49 AM   #1 (permalink)
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Hello

I have a user who has lost all addresses except the domain to which he belongs. Not being a Bberry expert myself, i thought maybe somebody here could point me int he right direction. I have e-mailed him to ask for the model of his BBerry as i know that would probably help. Thanks
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Old 06-12-2006, 06:22 AM   #2 (permalink)
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Quote:
Originally Posted by havenlad
Hello

I have a user who has lost all addresses except the domain to which he belongs. Not being a Bberry expert myself, i thought maybe somebody here could point me int he right direction. I have e-mailed him to ask for the model of his BBerry as i know that would probably help. Thanks
Actually the model is fairly irrelevant. Info you need to know:
  • Assuming this is a BES setup, what version of BES?
  • What BB model (yes I know what I said...)
  • What BB OS Version
  • What Provider?

The reason I said the model is fairly irrelevant is because all Blackberries behave pretty much the same. You need to know the Model/OS/Provider to determine the latest version of the BB OS, and should update to that version if needed.

If this isn't a BES setup, all bets are off!


J
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Old 06-12-2006, 06:33 AM   #3 (permalink)
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Thanks for the reply

The model is 7230
Provider O2
OS is 4.0192 (so im told)
BES 4

Hope that helps

Have advised him to reset power so the device synchs with BES

Oh and it's a wireless with no desktop software if that is of use?
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Old 06-12-2006, 07:09 AM   #4 (permalink)
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Quote:
Originally Posted by havenlad
Thanks for the reply
The model is 7230
Provider O2
OS is 4.0192 (so im told)
BES 4

Hope that helps
Have advised him to reset power so the device synchs with BES
Oh and it's a wireless with no desktop software if that is of use?
Sounds like you did an Over The Air (OTA) Enterprise Activation (EA). In my experience OTA EA can have problems after the fact. It seems like service books get corrupted. Deleting the Desktop[CMIME] service book sometimes resolves the problem, sometimes all the Desktop service books need to be deleted. However, when I do this I typically reconnect with Desktop Manager so the service books come in through a wired connection instead of OTA.

Another thing - under Options --> Settings --> SMS, if there's an option Network to send over, set it to GPRS Preferred if it's available.

If neither of those things work, first thing to do is to wipe the device. Then, upgrade it to version 4.0.2.35 firmware. Download it from: http://www.my-blackberryfromo2.com/help_software.asp?page=help_software Those minor incremental updates are sometimes more important than major updates as they tend to be published to fix a problem! Of course, then you'll need Desktop Manager (or at least the Application Loader) to perform the upgrade.
You can get that by going to http://www.blackberry.com/support/index.shtml, then click Service Packs and follow the directions.

Hope that helps.

J
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Old 06-12-2006, 08:09 AM   #5 (permalink)
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Thanks

All the options seemed to refer to Desktop Software. We don't have desktop software. We have wireless only. The BES sends direct to the devices and goes nowhere near the software.
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Old 06-12-2006, 05:41 PM   #6 (permalink)
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Quote:
Originally Posted by havenlad
Thanks

All the options seemed to refer to Desktop Software. We don't have desktop software. We have wireless only. The BES sends direct to the devices and goes nowhere near the software.
The first suggestion don't rely on DM. You can delete the service books and do a reconcile and they should come back. I mentioned that it's more reliable wired.

The second option has nothing to do with DM - it's a setting on the Berry.

I gave you the Desktop Manager option because I don't think OTA EA is anywhere near as reliable as Wired EA. It's a bit more work, but I can set up Outlook, DM, Wipe, and EA in under an hour - even on a user's machine using remote desktop. I'd rather spend a bit extra time doing that than get a call every two weeks with problems like this.


J
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Old 06-13-2006, 04:59 AM   #7 (permalink)
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Ok - sorry for the misunderstanding

And thanks for the help
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Old 06-13-2006, 03:03 PM   #8 (permalink)
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Are you running Exchange 2003 SP1 on the BES? Is the version of the emsmdb32.dll 6.5.7226.0? You may have a memory leak. You may want to update the BES 4.0 SP4 HF3, and download and install ESM 2003 SP2 on the BES.
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