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Old 06-13-2007, 10:46 AM   #1 (permalink)
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Default Request_Key_Generation Error on BES 4.1.3

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I recently upgraded from BES 3.6 for Exchange to BES 4.1.3 for Exchange. The upgrade went without a hitch. I have a couple of users however that are "stuck" on the enterprise activation on there handheld. We are with Verizon, and one of the devices is a 7250, the other is an 8703. They both have the most recent handheld software. I've checked the Application Event Log on the BES and there are error entries for both of these users. Basically the entry looks like this ...

{user@domain.com, PIN=xxxxxxx, UserID=xx}
Requesthandler::HandleTADMINDataCommand - IT Policy Fail Ack for the command REQUEST_KEY_GENERATION, ErrorCode 0x0, ErrorText "20 Unknown Error" - Processing packet, Tag=9416567

Both of these users are actively sending/receiving email on their Blackberry, but full wireless synchronization does not appear to be taking place. Any help on troubleshooting this will be much appreciated. I've Googled and searched the TSupport site but have not found anything useful.

Thanks in advance!
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Old 06-13-2007, 01:45 PM   #2 (permalink)
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It appears that our spam filtering was blocking the RIM network message that was trying to contact the device for authentication. Once I released that message to the user, then the activation completed successfully.
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Old 06-13-2007, 03:02 PM   #3 (permalink)
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Quote:
Originally Posted by mr.e-man View Post
It appears that our spam filtering was blocking the RIM network message that was trying to contact the device for authentication. Once I released that message to the user, then the activation completed successfully.

glad it fixed itself
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