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Old 01-12-2009, 02:14 AM   #1 (permalink)
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Unhappy Encryption Key Error

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Hi Guys,

I am new to the BlackBerry game, but I will endevour to give you as much technical information as possible so a solution can be found.

I am working on a service desk for a large department and there is a problem with some of the blackberry devices.

Problem

User's handheld activates on BES sucessfully, recieves applications succesfully and then recieves IT Policy and Group. User is able to recieve email and browse the internet. The after a period of time, usually about a week, the email and internet stops working.

A Complete wipe and Reactivation works, but is a bandaid fix as some users have reactivated multiple times and the wipe doesn't seem to fix the problem. I have had to do over 200 reactivations between 1/09/08 and 1/10/09, and there are just over 300 blackberies (Not all devices have needed reactivation). 90% of the blackberries are the 8310 type.

Today one of the effected users gave me some more information about the device settings when it happens, in the connection settings log the error is "invalid encryption key". This sounds like the source of the problem, but it is only 1 out of 200 that I know have had the problem.

Could there be a setting somewhere in the IT Policy that automatically regenerates a encryption key weekly then for some reason the users handheld does not get the updated key or is not set up to get the new key?


Infrastructure Background

System implemented July 2008
Have BES and BlackBerry Router Servers.
Running Windows 2003 R2 Standard x64 SP2
Using BlackBerry Manager version 4.1.6.9
Devices used 8100, 8310, 8700 & 8800
Use 2 different security policies

Cheers.

Tim

Last edited by TekkaTim : 01-14-2009 at 01:55 AM.
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Old 01-12-2009, 07:47 AM   #2 (permalink)
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The encryption should be automatically generated you can manually generate the encryption key by right clicking the and choosing the option Generate encryption key.

Does the device in question have enough signal strenght?
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Old 01-14-2009, 01:44 AM   #3 (permalink)
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Hi Steve086,

Thanks for the reply.

There is no option for "Generate Encryption Key". Only thing is to "Resend Peer-to-peer key". It is odd to me that a BlackBerry device that has fully activated and been working for a week with no problems suddenly gets an invalid encryption key. This is not the only one to be doing this.

Yes there is full signal strength on the device.

Cheers,
Tim
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Old 01-14-2009, 11:03 AM   #4 (permalink)
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"Resend Peer-to-peer key" Thats the option I ment.

I've seen that error once on one of the devices during activaion but I think it was due to the signal.

What I did was a quick wipe of the handheld and then removed/re-added the user back to BES and the next activation was successful, you situation sounds different. You might want to check out the BES Admin forum.
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