[acontiblack]

Hello,

I hear a lot that you have to delete the service books when you have problems and then turn off the device and when back on send the service books again.

What happens by doing this process ?

Thnaks

[penguin3107]

Service Books are pieces of software that are pushed to your device from RIM's network by way of your wireless carrier and BlackBerry Data Plan subscription.

They enable or disable specific features and options on your device.

Service Books can also be pushed from a BlackBerry Enterprise Server if your device is activated on one.

[KalvinCline]

Here's an analogy...

Think of deleting a file in Windows or Outlook. The file disappears but is not gone for ever and ever...more like placed in the Recycle Bin or Deleted items. In order to permentaly delete the file you must preform another action.

Think of turning the device on/off as emptying the trash or deleted items. That being said, I recommend a hard reset (battery pull) because that clears all temp files/cache.

Hope that helps

[acontiblack]

so when you activate a user through BES you actually send his mobile the service books, but at what stage his blackberry must be turned off and battery removed before actually adding it to the BES or after when finished ?

[penguin3107]

BES pushes the service books to the handheld as part of the early stages of the Enterprise Activation process.

There is no need for the device to be powered off and there's also no need to remove the battery.

I'm not sure I'm following what you're asking here.
Are you experiencing an activation problem of some sort?

[acontiblack]

No actually I need to understand the correct procedure,

so to add a new user to BES there is no need to turn off the blackberry with battery, you just add the user, send an activation e-mail password and go to Advanced Enterprise activation from his blackberry.
Also it can be directly connected to the BES Admin web interface and associate current connected device to the new user and in this case there is no need to send the activation password as registration will be done instantly.

When a blackberry device stops receiving e-mails what are the correct troubleshooting steps ?

Thanks

[penguin3107]

Originally Posted by acontiblack

so to add a new user to BES there is no need to turn off the blackberry with battery, you just add the user, send an activation e-mail password and go to Advanced Enterprise activation from his blackberry.

Pretty much, yes.
The device does need to be provisioned with an Enterprise BlackBerry Data Plan in order to do a wireless Enterprise Activation and successfully activate on BES.

Originally Posted by acontiblack

Also it can be directly connected to the BES Admin web interface and associate current connected device to the new user and in this case there is no need to send the activation password as registration will be done instantly.

Correct.

Originally Posted by acontiblack

When a blackberry device stops receiving e-mails what are the correct troubleshooting steps ?

This is difficult to answer without knowing the exact situation and environment.
Your specific troubleshooting steps would be determined by your level of experience, expertise and ability to problem solve.
There's no set guidelines for troubleshooting.

[KalvinCline]

I apologize, I thought you were having issues with the SB's and were inquiring "how and why" to delete the SB's.

Enterprise Activation does not require you to send SB's(they are sent by the BES).

Service Books can be categorized into BIS & BES.

When a personal BlackBerry registers with the wireless network, the carrier data package determines the service books sent to your BlackBerry. The BIS service books allow you to do basic functions and includes custom apps and features.

When you purchase a BES plan, you don't receive new SB's but allows you are premitted to perform wireless activation from the BlackBerry. During the activation process, the BES sends an encryption key, IT Policy, and service books. All three are required to communicate with the BES.

Every email account setup will have a service book. Example of different email SB's are:

BIS -> [CMIME], [CMIME], [CMIME] etc.

BES -> Desktop [CMIME]


The BlackBerry requires a [CMIME] Service Book to send email. If you delete a specific [CMIME] SB and then restart the BB...you will not be able to send a message from the BB using that email address.

[acontiblack]

Thank you for the info however I would have liked to have some steps at least the most common steps to troubleshoot a blackberry that does not receive e-mails anymore.

If it is a problem it s ok but I do not want to just remove and add back the user when something like this happens but would like to investigate and find out more why.

Thnaks

[KalvinCline]

Troubleshooting email delivery to a BlackBerry is a loaded question.

Generally, you need to make sure the email is working and either BES or BIS has access to the email.

Some quick tests:

Can the user send or receive email from the BlackBerry? Although you may think it's all or not...there's a good chance it's only one. If you find it's one and not the other will help you narrow it down quickly.

This may help for BIS...KB02169-Unable to send or receive email messages using the BlackBerry Internet Service

Can the BlackBerry send or receive PIN messages?
Data network and signal strength
Password or mailbox full issues are common