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Old 08-30-2007, 01:46 PM   #1 (permalink)
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Default Desktop manager breaks Verizon 8830?

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Hello all. I am in IT support, and I have recently encountered two Verizon 8830 users that have the exact same issues with connecting to their PCs with Desktop manager. Here is what happens:
1. Loss of the Send command when replying to an email.
2. Unable to "Delete Prior" emails.
3. Loss of internet connectivity

The only fix I have found is do wipe the handhelds, but as soon as they plug them back in, the issues return. Both handhelds run BES, wireless sync, and the reason they plug in is so that they don't get email on the handheld while sitting at their desks with Outlook open. I have touched pretty much every model BB out there and this is the first time I have seen anything like this. Anyone seen anything like this before, or have any suggestions? So far all I've gotten out of Verizon tech support is "Did you try wiping the handheld?"
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Old 08-30-2007, 03:19 PM   #2 (permalink)
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Sounds to me like there is an IT Policy in place to prohibit using DM. Have you checked that out?

You can also try a battery pull for 30 seconds or so and letting the BB reboot. That seems to cure a lot of ills.
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Old 08-30-2007, 03:28 PM   #3 (permalink)
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It's not you - we've had two units on T-Mobile with the exact same issue. It's not a policy, it's not a service book either. Resetting the batttery doesn't do it.

The only solution we could find was (drum roll) replace the units entirely.

Ouch.
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Old 08-30-2007, 09:19 PM   #4 (permalink)
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Wirelessly posted (Mozilla/2.0 (compatible; MSIE 3.02; Windows CE; PPC; 240x320) BlackBerry8830/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

What about resending the service books?
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Old 08-30-2007, 09:33 PM   #5 (permalink)
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They are plugging the devices in to an improperly installed Desktop Manager. Make sure Desktop Manager is installed for BES use and whatever email system you're using, i.e. Outlook, etc. Then make sure that Desktop Manager picks up the proper email profile when it opens up. Then they should be able to plug in.

An improperly setup desktop Manager will bring BES email to a screeching halt. It will kill the encryption and will require reactivation.
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Old 08-30-2007, 09:58 PM   #6 (permalink)
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Ahh... so setting up Desktop Manager to interface with BIS when it should be set up for BES will cause that havoc??

So the fix should be to uninstall Desktop Manager and insure that 'BlackBerry Enterprise Server' is selected during setup. Make sense?
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Old 08-30-2007, 10:06 PM   #7 (permalink)
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Well, setting up a Desktop Manager for BIS and using it with a BES connected BB will work fine (although you won't be able to connect to BES email settings in Desktop Manager.)

However, setting it up improperly for BES or redirector and then connecting a BES connected BB will kill the BES mail.
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Old 08-30-2007, 10:13 PM   #8 (permalink)
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Yep... makes sense.
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Old 08-31-2007, 12:56 AM   #9 (permalink)
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A simple wipe and OS reload will fix that issue.
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Old 08-31-2007, 01:00 AM   #10 (permalink)
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Is an OS reload necessary? My experience is that the link to the BES gets broken when plugged into an improperly setup Desktop Manager. You're a BES Admin (I'm not)....is there something different about the 8830 and the BES/Desktop manager that I'm not aware of?

I've fixed this by setting up the Desktop Manager properly and simply plugging it in again or wiping and reactivating.
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Old 09-04-2007, 10:40 AM   #11 (permalink)
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I have installed the Desktop Manager properly to the best of my knowledge. I have multiple BB users across the country and the only people having this issue are the 8830 users.
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Old 09-04-2007, 10:53 AM   #12 (permalink)
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Make sure you are running the latest DM... 4.2 SP2. From what I have seen this is something new you're running into. Also make sure the 8830 users have the latest OS on their handheld for the 8830. I didn't have any issues with .66, but who knows. I've never seen something like this happen unless the setup on the BB and DM is botched like others have said above.

Something to note. If you need to call for support, call Verizon and request to be transfered to RIM for BB support. They will do it since they are useless for BB support themselves. The RIM people can usually fix anything if you go to level 2.

Last edited by JRSCCivic98 : 09-04-2007 at 10:56 AM.
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Old 09-04-2007, 11:13 AM   #13 (permalink)
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Using a 8830 w/DM 4.2 SP2 with CAC sled. In replying to email the "send" option is not there. Any ideas?
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Old 09-04-2007, 01:35 PM   #14 (permalink)
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Quote:
Originally Posted by jacksdj View Post
Using a 8830 w/DM 4.2 SP2 with CAC sled. In replying to email the "send" option is not there. Any ideas?
Do you have internet access? Also, who is your carrier?
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Old 09-04-2007, 01:36 PM   #15 (permalink)
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Update: Spent 2.5 hours on the phone with verizon and BB support. Ended up wiping twice, reinstalling the desktop manager, and all appears to be well so far. Will watch it for a full day then report back
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Old 09-13-2007, 11:17 AM   #16 (permalink)
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Any updates on this situation?
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