[Danny]

Hello all -

Using BES for exchange v4.0 and have previously activation about 40 folks without any issue at all. I know it worked on 4.0 and also on sp1. But since we don't activate new people very often, not sure when it broke - either on sp2 or sp3. Currently have both sp3 hotfixes installed.

When I try to activate a new handheld, it just sits there on retrying - never moves from that message until it gets to the 'server not responding' screen.

I know for sure an email comes in immediately as i see the smtp connection from smtprelay...blackberry.net, but not sure where it's failing after that.

For the folks who are already activated, the product continues to work - no issues with sending/recv mail or wireless sync.

Here's the rub - since I've never had any previous activation issues, and this technology just sits there and works pretty darn good, i'm pretty light on troubleshooting skills on this product.

If anyone can offer my any suggestions on where to look for the issue(s), it would be greatly appreciated.

Manny Thanks, and Happy, Safe New Year to all.

Danny

[stonent]

Mailbox is full.

[Danny]

Do you mean the mailbox of the person trying to activate is full? If so, I don't think so. The one I'm trying to activate now is a new emp with a 350MB limit - not full.

But to check if this was a problem with this user per se, or activation in general, I created another exchange user, added him to bes, and had the same activation (or lack or activation) result.

thanks.

danny

[only1eagle]

1) is the handheld brand new? (ever been on a BIS)?
2) What is your service provider?

[stonent]

It will also happen if there is a problem with it blocking or filtering the e-mails from RIM as spam.

When you do a wireless activation, RIM sends an e-mail to that account that has an encrypted version of the password you entered. When the server picks it up it verifies everything matches and then the phone starts activating. If the mail gets trashed before the BES can pick it up then it will never activate.

Firstly make sure the mails are coming through.

I had one user here that had outlook set to trash any e-mail that doesn't come from within our company. I had to disable that until I could get the phone activated.

[Danny]

stonent - thanks - i will make sure our corporate spam filter (cobian orangebox) hasn't recently changed to think these are spam - didn't in the past.

only1eagle - 1) yes, virgin - i have wiped numerous times and tried differnt sims and units. 2) cingular

thanks all.

[markerman]

I had the same issue not long ago. I called T-support and they had me do this. Stop all BES services. Then restart in this order.

Blackberry Router
Blackberry Dispatcher
Blackberry Controller
Blackberry Policy Service

Restart the rest in any order.

This worked for me.

[Danny]

OK - Here's some more info on my issue.

The activation email is not being blocked - I see it hit the exchange server, and the user will see it hit the inbox and it's gone within a second. So, I'm assuming the BES mailbox agent is working, but then nothing - the handheld keeps saying 'Retrying...'

The server is functioning great, just no new activations.

Where can I look on the BES to find out what the heck is going on.

I stopped all the BES services, and then restarted per the post from markerman - no love, still no activation.

Many kind thanks.

Danny

[BBTechGuy]

Originally Posted by Danny

OK - Here's some more info on my issue.

The activation email is not being blocked - I see it hit the exchange server, and the user will see it hit the inbox and it's gone within a second. So, I'm assuming the BES mailbox agent is working, but then nothing - the handheld keeps saying 'Retrying...'

The server is functioning great, just no new activations.

Where can I look on the BES to find out what the heck is going on.

I stopped all the BES services, and then restarted per the post from markerman - no love, still no activation.

Many kind thanks.

Danny

You'd need to look in the MAGT log for the etp e-mail to see what's happening.

[wshepherd]

Have you checke to see if a rule in the users Mailbox is moving the before BES can read it?

[Danny]

OK - I just tried to activate again - of course it failed, here are the entries in MAGT log - could someone please point me to problem(s)?

Many thanks.

[40000] (01/04 09:09:24):{0xBD0} [BIPP] Received datagram, Tag=120183
[40799] (01/04 09:09:24):{0x1144} {jack@mail.com} Processed request from PIM Connector: cmd=0x1, Tag=120183
[40279] (01/04 09:09:24):{0x1144} {jack@mail.com} SubmitToRelaySendQ, Tag=120183
[40000] (01/04 09:09:24):{0xBD0} [BIPP] Received datagram, Tag=120184
[40000] (01/04 09:09:24):{0x124C} [BIPP] Send status DATA_ACCEPTED, Tag=120183
[40000] (01/04 09:09:24):{0x124C} [BIPP] Send status DATA_ACCEPTED, Tag=120184
[40423] (01/04 09:09:29):{0xB98} {jack@mail.com} Queuing new mail through notification (external). EntryId=104576
[40724] (01/04 09:09:29):{0x844} {jack@mail.com} Get record key for this MAPI object, EntryId=104576
[40435] (01/04 09:09:29):{0x844} {jack@mail.com} Queuing new mail through notification. EntryId=104576. Msgs Pending 0
[40282] (01/04 09:09:30):{0x844} {jack@mail.com} Queuing DATA from , Tag=1220890471, EntryId=104576
[40700] (01/04 09:09:30):{0x83C} {jack@mail.com} Receiving packet from device, size=279, TransactionId=-322197735, Tag=1220890471, content type=OTAKEYGEN, cmd=0x3
[40000] (01/04 09:09:30):{0x83C} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 1580799039
[40000] (01/04 09:09:30):{0x83C} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 1580799039
[30000] (01/04 09:09:30):{0x83C} {jack@mail.com} Sending data to Dispatcher, size=141, Tag=137759
[40000] (01/04 09:09:30):{0x83C} {jack@mail.com} SendToDispatcher, Tag=137759
[40000] (01/04 09:09:30):{0x124C} [BIPP] Send data, Tag=137759
[40000] (01/04 09:09:30):{0x83C} {jack@mail.com} Generating 3DES key
[40000] (01/04 09:09:30):{0xBD0} [BIPP] Received status DELIVERED, Tag=137759
[41079] (01/04 09:09:30):{0x83C} PagerImp::SaveChanges: changed items = 70, 74, 85
[40000] (01/04 09:09:30):{0x83C} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1580799039
[40583] (01/04 09:09:30):{0x83C} {jack@mail.com} Sending packet to device, Size=250, Tag=137760, TransactionId=-1011167275
[40279] (01/04 09:09:30):{0x83C} {jack@mail.com} SubmitToRelaySendQ, Tag=137760
[40000] (01/04 09:09:30):{0x124C} [BIPP] Send data, Tag=137760
[40279] (01/04 09:09:30):{0x83C} {jack@mail.com} SubmitToRelaySendQ, Tag=1220890471
[40000] (01/04 09:09:30):{0x124C} [BIPP] Send status DATA_ACCEPTED, Tag=1220890471
[40239] (01/04 09:09:30):{0x7BC} {jack@mail.com} Still handled by desktop
[30160] (01/04 09:09:30):{0x7BC} {jack@mail.com} GetDeviceId() failed
[40000] (01/04 09:09:30):{0x7BC} {jack@mail.com}-HandleDatabaseChange- Failed to read Cal Sync State use previous value=0
[40442] (01/04 09:09:30):{0x7BC} User settings: email=jack@mail.com, routing=jack@mail.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=jack, server=mailserver
[40000] (01/04 09:09:30):{0xBD0} [BIPP] Received status REFUSED, Tag=137760
[40423] (01/04 09:09:38):{0xB98} {jack@mail.com} Queuing new mail through notification (external). EntryId=104577
[40724] (01/04 09:09:38):{0xA50} {jack@mail.com} Get record key for this MAPI object, EntryId=104577
[40435] (01/04 09:09:38):{0xA50} {jack@mail.com} Queuing new mail through notification. EntryId=104577. Msgs Pending 0
[30084] (01/04 09:09:39):{0xA50} {jack@mail.com} Ignored - let other server/desktop do it, EntryId=104577
[40000] (01/04 09:09:41):{0x124C} [BIPP] Send data, Tag=137761
[40000] (01/04 09:09:42):{0x124C} [BIPP] Send data, Tag=137762
[40000] (01/04 09:09:42):{0xBD0} [BIPP] Received status DELIVERED, Tag=137762
[40000] (01/04 09:11:06):{0x124C} [BIPP] Send data, Tag=137763
[40239] (01/04 09:13:32):{0x8B0} {jack@mail.com} Still handled by desktop
[30160] (01/04 09:13:32):{0x8B0} {jack@mail.com} GetDeviceId() failed
[40000] (01/04 09:13:32):{0x8B0} {jack@mail.com}-HandleDatabaseChange- Failed to read Cal Sync State use previous value=0
[40442] (01/04 09:13:32):{0x8B0} User settings: email=jack@mail.com, routing=jack@mail.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=jack, server=mailserver
[30000] (01/04 09:13:32):{0x8AC} {jack@mail.com} Sending data to Dispatcher, size=141, Tag=137766
[40000] (01/04 09:13:32):{0x8AC} {jack@mail.com} SendToDispatcher, Tag=137766

[slimbim]

Hi Danny,

Did you ever get this resolved?? I am currently having same exact issue, with same outputs in the log file...

Thanks

[enigmatic]

Hi,

I've had similar issues this week where the ETP message was generated but activation did not complete.

Check your ODBC connectivity to the database and also look to run the 3 SQL jobs manually. Running these jobs worked for me and everything is going again.

RIM referred to this article: KB-04426.

[only1eagle]

did you say that this BB handheld was on a BIS prior to you trying to set it up?

Can you activate a brand new BB?

[jwashburn]

We have to manually restart the services EVERYTIME we want to activate a user. Without fail, an activation will fail unless we restart the services, I dont even know where to start looking for problems

[erwinv]

We have the same problem.

we experienced that if anyone installed the Desktop Manager and activates or updates via de destop manager the wireless activation is disable and you see the message in de MAGT-logs when you try to Wireless activate an account:

[40423] (11/17 10:16:05):{0x171C} {XXXXX@Simac.nl} Queuing new mail through notification (external). EntryId=92883
[40724] (11/17 10:16:05):{0x1130} {XXXXX@Simac.nl} Get record key for this MAPI object, EntryId=92883
[40435] (11/17 10:16:05):{0x1130} {XXXXX@Simac.nl} Queuing new mail through notification. EntryId=92883. Msgs Pending 0
[30084] (11/17 10:16:05):{0x1130} {XXXXX@Simac.nl} Ignored - let other server/desktop do it, EntryId=92883

i'm tring KB-04426 and the services stop start did not solved anthing....