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Old 03-16-2007, 02:45 AM   #1 (permalink)
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Default Can't get email to work (BES & 8700G)

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Hi all – great forum I had a look here prior to getting a handset, good stuff.

I have a problem that I can’t send or receive any emails from my BB (sent ones look like they are going out, they get a tick icon but don’t arrive. No incoming emails arrive on the handset but I can get them on my computer so they are not blocked).

I really hope someone can help me out with some ideas or point me in the right direction. I’ve done some searching on the bb site, google, your faqs and the forum but not found much out that helps me.

I’m a noob to BB and not really a computer/IT specialist so be gentle with me. Anything at all would be gratefully received I’m tearing my hair out and my IT people are just shrugging over the phone at me.

I will list as much info as I think might be helpful, if anything else would be useful let me know.
Sorry this makes it quite a long post.
  • Computer – Sony Laptop (PCG-TR5GP)
  • Op Sys – Windows XP PRO (version 2002, Service Pack 2)
  • Email - Outlook (2002 - SP3)
  • Connecting via MSexchange to corporate email client. I have to connect Nortell VPN to connect to my companies email system.
  • Blackberry – 8700G,
  • BB Server - BES (version 4 I think)
  • Network – Taiwan Mobile (currently have a GPRS connection signal -74 to -85 dBM)

DETAILS OF PROBLEM

When I first got my handset I tried to do a BES Enterprise set up with a code emailed to me from the BES server. I tried several times but kept getting an error saying :
“The server is not responding. Please contact your administrator”
I spent some time checking possible solutions that I found from these two links

blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB03 378&sliceId=SAL_Public&dialogID=3344271&stateId=0% 200%202621428]BlackBerry Search Results

blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB03 947&sliceId=SAL_Public&dialogID=3344271&stateId=0% 200%202621428]BlackBerry Search Results

It seemed like none of these were the problem and the most likely reason was that network speed or signal strength were causing some sort of timeout error during set up (I can’t get an EDGE signal where I am).

I noticed in outlook that during one of the set up attempts that a setup email had made it to the server inbox and was transfered to my computer during a normal send receive (it had an ETP.DAT file attached and said in the message it was used to carry data between BB Handheld and associated server).

This seemed to indicate that communication over the network was happening but there was a timeout error or something like that. As I decided to use the BB desktop software and my computer to configure the handheld.

So I installed the BB Desktop software (without any problems) and then used this to configure the handset.
I had to select options-> connection and check use USB
The software tied to connect and I got the pop up box saying “generating encryption key, please move your mouse”
This box would stay up for a while but then would give an error saying “this computer doesn’t know message account address – either the message system is not configured correctly or the messaging system is not supported”

After a couple of tries but getting the same error I started my VPN and started outlook, logged in on the server so basically my mail client was running (and I could send and receive messages from the inbox on my companies server).

Next I started up the BB Desktop Software and connected my BB handset via USB cable.
This time it went through the ‘generating encryption’ bit and the BB connected up, it seemed without problems.

I shut everything down and tried to send an email from the handset. It let me write a message (whereas previously it would have said “no mail account configured”) and it looked like this was sending. The little data arrows in the top right flashed to say it was transferring and a tick appeared by the sent message. Happy days I thought but the email never reached any accounts (hotmail, gmail or my own corporate address).

Similar problem when I tried to send emails to my corporate address (from hotmail and gmail). The messages never arrived (after 30minutes or more) at the BB handset.

I looked in the BB Desktop software and there were two filters that were not checked (one to receive mail addressed “TO” me and the other for “CC” me). I checked the boxes for both of these filters but still mail would not come through.

Later on I connected up my VPN and Outlook and did a send/receive – all the messages I had sent plus some from outside people were in my inbox on the server (in my inbox on the server) and send/rec transferred these messages to the inbox on my harddrive no problem.

The messages I had tried sending from my BB did not appear in the sent folder on the server or on my C:

Other Info (not sure if its relevant or not) 2 points:

1/ My Company is in the UK but I live and work in Taiwan. My computer is set up as a standalone but I connect to the corporate email server for work emails.
My outlook is set up so that when I send/receive emails I do not leave a copy of the email on the server (not sure if this is important).
Ie there is one inbox on the server where messages sit until I connect and do a send/rec all messages on the server are then moved to an inbox on my C:
(I don’t leave copies of received messages on the server, simarly sent messages just stay in a sent folder on my C: they don’t get copied to the servers sent items).

I hoped that the BB could cope with outlook being configured this way – its slightly different to the way other corporate users (with working BBs) are set up in my company (they all synch with the server or something like that - not sure exactly).

2/ When I bought my black berry handset I got the SIM before receiving the handset therefore the 1st few times I used the SIM it was in a standard GSM phone handset (some SMS were received from the network at that time and I do wonder if its possible some sort of set up info didn’t make it to the BB handset? The voice and SMS bit of the handset are working fine. If I go options-> advanced options -> service book then all the items in there (CMIME, IPPP, BBIMconfig, etc are all ticked so appear to be there).
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Old 03-18-2007, 08:50 PM   #2 (permalink)
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Hi, sorry to double post but does anyone have any thoughts, i'd really appreciate any suggestions as i'm clueless.

Looking at suggestions in other threads people quite often talk about resending the "post book" (service book?) or CMIME data.
I'm a bit unsure about how to do this - should i delete everything in options/advanced options/service book? (ie CICAL, CMIME, through BBFS2/YHO)?

Is it worth totally resetting the Blackberry and starting again using the desktop software to set up (maybe the failed BES Enterprise attempts messed with something)? Whats the best procedure to try and get a clean slate to start from?

<edit> I've seen this as a suggested procedure to start again:
1) Have IT remove you from BES. 2) Wipe the handheld. 3) Probably not needed, but pull the batt for ~ 30 seconds & reinsert. 4) Have IT add you back to BES. 5) Reactivate, making sure not to mess with it during the activation.
if i wipe the handheld do i manually need to resend the "post book" stuff or would this be done automatically?


Thanks
Alex

Last edited by AJB1973 : 03-18-2007 at 09:04 PM.
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Old 03-18-2007, 09:27 PM   #3 (permalink)
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Can you set up your email using BIS/POP3 account rather than BES? If the company is in the UK, they shouldn't expect you to set up BES yourself. I am no BES experet, but from what I understand, it isn't that easy.

Also, do you have a BB dataplan?
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Old 03-18-2007, 09:27 PM   #4 (permalink)
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Alex,
Welcome to the forums,
Yes, quite a long post. I am not a BES admin but it would appear to me that your BB never activated on the BES. When you entered your email address and password received from the BES admin it should have said [email address] is now configured, etc...and then should have syncronized exchange with your BB. That never took place. You really need to talk with your BES admins about getting another activation password for your email account. Also, I would check with your carrier and make sure that BES support is provisioned on your account. Once they verify that your BES support is provisioned correctly then try activating again. Before beginning the activation again wipe the device by going to Options >Security Options >General Settings >click the wheel and select "Wipe Handheld." Then enter the email address and password supplied by your BES admins. If the Enterprise Activation icon is gone just go to >Options >Advanced Options >Enterprise Activation.

Plugging in to Desktop Manager will work to restore a BES connection once you've activated the first time. Before that it won't work.

You really can't do anything here without the help of your IT department. You haven't successfully activated your device on the BES. Once that's done you should be wearing out your thumbs in no time.

John
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Old 03-18-2007, 10:38 PM   #5 (permalink)
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Hi - thanks both of you. Company has a BES server set up and running for several users.

My package from Taiwan Mobile includes data, etc and they tell me it should be working and problem is my server end. One time when i tried an "Enterprise Activation" a set up (.dat) message was generated but communication must have dropped out mid-setup. (John it never got as far as saying [email address] was working - i got an error saying can't communicate with server)

My IT department confirmed that my account is not activated on the server even after the desktop set up last week. So this would definately account for why nothing is sending or receiving.

I will speak to IT this afternoon, get them to remove me from the BES server, wipe the handheld as above and then get a new enterprise activation password and try again.

John - sorry to be a pain but can i just confirm;

>If i do the wipe handheld procedure do i manually have to get the service book (CMIME) type stuff resent or would this be done during the enterprise activation?

>Will wiping the handset empty my contacts in the address book & received SMS messages?
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Old 03-18-2007, 10:47 PM   #6 (permalink)
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All the service books you need will be pushed when you activate on the BES.

Yes, when you wipe the handheld you will lose your contacts. However, if your contacts are in Outlook you should end up with your Outlook contacts on your BB. And, yes, your sms messages will be lost.

As I said before the desktop setup won't work until you get the bb activated on the server for the first time.

No communication with the server sometimes can mean that your data plan doesn't include BES services. Make sure your plan includes BES services. Then try the wireless activation again after wiping the phone.
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Old 03-18-2007, 10:48 PM   #7 (permalink)
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Thanks very much, I will try this when the UK start work this afternoon.
Appreciate the help,
Alex
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Old 03-20-2007, 01:25 AM   #8 (permalink)
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Stranger and stranger...

I wiped the handset pretty much as described. I wasn't asked for email/password just to enter "blackberry" to continue.

When the handset switches back on the 'radio' setting is switched off.
At this point the 'enterprise activation' icon is on the desktop. I can also find it through the menus >Options >Advanced Options >Enterprise Activation (its between the lines for cell broadcast and host routing table).

If i switch the radio on, then as soon as the handset registers on the network it kicks straight in to the 'email settings' screen (Says "new users - you need to create an account.....etc").

If i exit out of this screen enterprise activation has disappeared from BOTH the desktop and also the advanced option screen (there now is no line for it between 'cell broadcast' and 'host routing table'

What am i doing wrong? Why does my BB hate me ;)
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Old 03-20-2007, 06:48 AM   #9 (permalink)
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Make sure the data you have is a BB dataplan. No other data package will work.
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Old 03-20-2007, 09:19 AM   #10 (permalink)
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Quote:
Originally Posted by AJB1973
Stranger and stranger...

I wiped the handset pretty much as described. I wasn't asked for email/password just to enter "blackberry" to continue.

When the handset switches back on the 'radio' setting is switched off.
At this point the 'enterprise activation' icon is on the desktop. I can also find it through the menus >Options >Advanced Options >Enterprise Activation (its between the lines for cell broadcast and host routing table).

If i switch the radio on, then as soon as the handset registers on the network it kicks straight in to the 'email settings' screen (Says "new users - you need to create an account.....etc").

If i exit out of this screen enterprise activation has disappeared from BOTH the desktop and also the advanced option screen (there now is no line for it between 'cell broadcast' and 'host routing table'

What am i doing wrong? Why does my BB hate me ;)

It sounds like you have a data plan but your data plan doesn't support BES services. You are on a BIS data plan only. Please call your carrier and switch to a Blackberry Data Plan with BES services support.
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Old 03-21-2007, 07:47 AM   #11 (permalink)
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Finally - its working! Sent and received emails in Taiwan, Hong Kong and China today (work trip).

I did speak to my service provider regarding the missing 'enterprise activation' problem. They say they did something and low and behold it reappeared this morning whilst i was at the airport.

The other thing i had to do was reconfigure the way outlook/mycomputer/server worked together. Originally all messages were beeing moved from the server to a .pst file on my C:
I went through outlook settings and altered them so that i have an offline outlook file that synchronises with the server (hope that makes sense).

Thought i'd post it up in case anyone else has similar problems.

Thanks very much to everyone here that helped.
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