[metalgalle]

Hi eveybody!

I read tons of topics regarding this issue, most of them on this forum, but I sill can't resolve.

Background:
- Exchange 2007
- BES 4.1.4.3
- 12 users up and running from a long time ago

I need to create a new user but the enterprise activation does not works, unless I have done the same steps used for all others users.

As I said, reading tons of topics, I done a lot of tests, but without solution.

I think that my problem is about this log message "Still handled by desktop".

In order to troubleshoot this issue, after some tests, I tried to create a fresh new user in AD with a fresh new mailbox on the exchange.

Here the MAGT log extract, of course the user is "bbtest" (note: I changed "@" into "_at_"):

***

[30041] (01/27 12:27:24.601):{0x2DC} Starting handheld for BB Test
[40704] (01/27 12:27:24.601):{0x2DC} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=Impresa Rigamonti/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=SERVER05/cn=Microsoft Private MDB, MailboxDN=/o=Impresa Rigamonti/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=bbtest
[40739] (01/27 12:27:24.601):{0x2DC} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=Impresa Rigamonti/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=bbtest'
[40430] (01/27 12:27:24.742):{0x2DC} {bbtest_at_rigamonti.it} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x01792610 (SERVER05)
[40193] (01/27 12:27:24.757):{0x2DC} {bbtest_at_rigamonti.it} MAPIMailbox::CreateSearchFolder - creating search folder
[40193] (01/27 12:27:24.773):{0x2DC} {bbtest_at_rigamonti.it} MAPIMailbox::CreateSearchFolder - creating search folder
[40153] (01/27 12:27:24.773):{0x2DC} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (01/27 12:27:24.773):{0x2DC} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[41079] (01/27 12:27:24.788):{0x2DC} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 5, 6, 9, 27, 31, 43, 54 Size = 24
[30068] (01/27 12:27:24.788):{0x2DC} User bbtest_at_rigamonti.it starting up...
[30069] (01/27 12:27:24.788):{0x2DC} {bbtest_at_rigamonti.it} Mailbox name is bbtest
[40221] (01/27 12:27:24.788):{0x2DC} {bbtest_at_rigamonti.it} In Cradle timer is 801000
[40683] (01/27 12:27:24.788):{0x3B8} {bbtest_at_rigamonti.it} Updating the RefId generation number
[40684] (01/27 12:27:24.788):{0x3B8} {bbtest_at_rigamonti.it} Updating DataSourceId '7f9034'
[40861] (01/27 12:27:24.804):{0x3B8} {bbtest_at_rigamonti.it} New user added to the server - setting pending fields to this server's settings
[50094] (01/27 12:27:24.804):{0x3B8} [AUDIT] bbtest_at_rigamonti.it - User added to the BES
[40239] (01/27 12:27:24.804):{0x3B8} {bbtest_at_rigamonti.it} Still handled by desktop
[41079] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 23, 24, 45, 84, 86, 87, 88, 89, 95 Size = 2096
[40000] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} UserControl::UpdateMailboxITPolicy - Updating ITPolicy Information in the user's mailbox.
[30160] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} UserControl::HandleDatabaseChange - CalSyncState is empty
[40747] (01/27 12:27:24.820):{0x2DC} License total: 16, used = 14, free = 2
[30362] (01/27 12:27:24.820):{0x2DC} This agent will handle 14 user(s)
[30000] (01/27 12:27:24.820):{0x2DC} Optimize ThreadPools, total number of started users 14
[40413] (01/27 12:27:24.820):{0x2DC} Before optimization: total number of worker threads 13, where 2 non-removable
[40415] (01/27 12:27:24.820):{0x2DC} Worker thread 0x1330 added to thread pool for session 0x01792610 (SERVER05)
[40416] (01/27 12:27:24.820):{0x2DC} Thread pool for session 0x01792610 (SERVER05) has 14 threads to serve 14 handhelds
[40417] (01/27 12:27:24.820):{0x2DC} After optimization: total number of worker threads 14, where 2 non-removable
[30000] (01/27 12:27:24.820):{0x1330} [DIAG] EVENT=Register_thread, THREADID=0x1330, THREADNAME="UserWorkerThread<SERVER05>"
[41079] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 38, 42, 44, 51, 52, 53, 59, 65, 75, 76, 77 Size = 62
[40442] (01/27 12:27:24.820):{0x3B8} User settings: email=bbtest_at_rigamonti.it, routing=bbtest_at_rigamonti.it, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=bbtest, server=SERVER05
[30000] (01/27 12:27:24.835):{0x15D4} {bbtest_at_rigamonti.it} Sending data to Dispatcher, size=82, Tag=142789
[40000] (01/27 12:27:24.835):{0x15D4} {bbtest_at_rigamonti.it} SendToDispatcher, Tag=142789
[40000] (01/27 12:27:24.835):{0x2B0} [BIPP] Send data, Tag=142789
[40000] (01/27 12:27:24.835):{0x179C} [BIPP] Received status DELIVERED, Tag=142789
[40000] (01/27 12:27:24.835):{0x179C} [BIPP] Received datagram, Tag=211247
[40239] (01/27 12:27:24.835):{0x1134} {bbtest_at_rigamonti.it} Still handled by desktop
[30160] (01/27 12:27:24.835):{0x1134} {bbtest_at_rigamonti.it} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (01/27 12:27:24.835):{0x1134} {bbtest_at_rigamonti.it} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (01/27 12:27:24.835):{0x1134} User settings: email=bbtest_at_rigamonti.it, routing=bbtest_at_rigamonti.it, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=bbtest, server=SERVER05
[40000] (01/27 12:27:24.835):{0x1288} {bbtest_at_rigamonti.it} FindDeviceSendTransaction: transaction not found in current device send list, Tag=142789
[41079] (01/27 12:27:24.835):{0x4AC} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 96, 97 Size = 10029
[40239] (01/27 12:27:24.835):{0x1460} {bbtest_at_rigamonti.it} Still handled by desktop
[30160] (01/27 12:27:24.835):{0x1460} {bbtest_at_rigamonti.it} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (01/27 12:27:24.835):{0x1460} {bbtest_at_rigamonti.it} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (01/27 12:27:24.835):{0x1460} User settings: email=bbtest_at_rigamonti.it, routing=bbtest_at_rigamonti.it, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=bbtest, server=SERVER05
[40690] (01/27 12:27:29.242):{0x3B8} {b.rigamonti_at_rigamonti.it} Starting message status rescan
[40691] (01/27 12:27:29.257):{0x3B8} {b.rigamonti_at_rigamonti.it} Message status rescan completed

***

Strange behaviour, because this is a fresh user and at that time I never configured the activation password, so, how can the BES say that my device is handled by desktop?????



Thanx in advance to everyone!


Bye!

[Hannah814]

When you try to activate are you getting an ETP.Dat message in the users mailbox? When you activate which part of the activation process does it fail on? Contacting server/waiting for services etc?

Have you tried activating the user via the wire?

[penguin3107]

"Still handled by desktop" means that BES thinks the user's device is currently set up with Desktop Redirector on the user's PC.
I would suggest checking with the user to see if they ever attempted to use Desktop Redirector on any of their PCs. If so, delete it.

You will also likely need to remove any [Desktop] service books and/or do a manual wipe on the handheld before trying to activate on BES.

[greg42]

Every time I bumped into that issue, it was due to the BES option not being enabled on the data plan.

[metalgalle]

Sorry everyone, but I missed your replies!

However, this is what i tried to do:

- I've done some clean wipes of the handheld.
- The activation mail with the .dat attach correctly go into the user mailbox
- My customer tried to swap two handelds (and SIM of course) in order to ensure that is not a problem related to a specific BB or SIM
- In order to ensure that the desktop manager is not take in place, I created a brand-new AD/exchange user, without assign it to any computer or BB, and also, without doing any logon.


My suspect is that there are no way to add any new user to the BES, because, the "still handled..." error appears in the log also adding a user in the BES, but without assignig to it any device....

[Andi]

Did you verify that the account with the provider has Blackberry Enterprise Service?

[metalgalle]

Originally Posted by Andi

Did you verify that the account with the provider has Blackberry Enterprise Service?

Not yet, but (I'm not expert in BB...) if I don't create the activation password, how can the "still handled by desktop" error apperas? I think that in this case the BES cannot know what is the handheld that I wat to use...

[mrucef]

When i try to activate
- The activation mail with the .dat attach correctly go into the mailbox
After that the activation is in progress....
That's All
Posted via BlackBerryForums.com Mobile

[Andi]

Originally Posted by metalgalle

Not yet, but (I'm not expert in BB...) if I don't create the activation password, how can the "still handled by desktop" error apperas? I think that in this case the BES cannot know what is the handheld that I wat to use...

blackberry still handled by desktop - Yahoo! Search Results

[rbodri]

Does the ETP.dat message passes through a Anti Spam or Anti Virus?
If this is the case you have to check that the ETP.dat message isn't tagged, because in this case the BES won't retrieve the message from user's Inbox.

Otherwise you can make a cradle activation.

[mrucef]

How can i do a cradle activation ?
Any help would be thankfull
Posted via BlackBerryForums.com Mobile

[timmyBES]

Check with your provider to make sure that the BES provisioning is still enabled after switching devices.
Also please search the kB for KB00789.

ETP message is picked up by the server but no activity takes place on the BlackBerry smartphone and the Enterprise Activation times out.
The BlackBerry Enterprise Server logs show the following information:
[4] (08/24 00:42:38):{0x111} {<user@domain.com>} Email Address is <user@domain.com>

[4] (08/24 00:42:38):{0x111} {<user@domain.com>} Routing Info is<user@domain.com>

[4] (08/24 00:42:38):{0x111} {<user@domain.com>} Still handled by desktop

[2] (08/24 00:42:38):{0x111} {user@domain.com} GetDeviceId() failed


The 'Still handled by desktop andGetDeviceId()failed' line indicates that the BlackBerry smartphone user has BlackBerry Desktop Redirector installed on their local workstation.


Resolution
To resolve this issue complete the following steps:

Uninstall the BlackBerry Desktop Manager from the workstation. For instructions reffer to KB02206.
Re-Activate the BlackBerry smartphone.

[BB-Tech support]

Originally Posted by metalgalle

Hi eveybody!

I read tons of topics regarding this issue, most of them on this forum, but I sill can't resolve.

Background:
- Exchange 2007
- BES 4.1.4.3
- 12 users up and running from a long time ago

I need to create a new user but the enterprise activation does not works, unless I have done the same steps used for all others users.

As I said, reading tons of topics, I done a lot of tests, but without solution.

I think that my problem is about this log message "Still handled by desktop".

In order to troubleshoot this issue, after some tests, I tried to create a fresh new user in AD with a fresh new mailbox on the exchange.

Here the MAGT log extract, of course the user is "bbtest" (note: I changed "@" into "_at_"):

***

[30041] (01/27 12:27:24.601):{0x2DC} Starting handheld for BB Test
[40704] (01/27 12:27:24.601):{0x2DC} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=Impresa Rigamonti/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=SERVER05/cn=Microsoft Private MDB, MailboxDN=/o=Impresa Rigamonti/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=bbtest
[40739] (01/27 12:27:24.601):{0x2DC} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=Impresa Rigamonti/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Recipients/cn=bbtest'
[40430] (01/27 12:27:24.742):{0x2DC} {bbtest_at_rigamonti.it} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x01792610 (SERVER05)
[40193] (01/27 12:27:24.757):{0x2DC} {bbtest_at_rigamonti.it} MAPIMailbox::CreateSearchFolder - creating search folder
[40193] (01/27 12:27:24.773):{0x2DC} {bbtest_at_rigamonti.it} MAPIMailbox::CreateSearchFolder - creating search folder
[40153] (01/27 12:27:24.773):{0x2DC} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (01/27 12:27:24.773):{0x2DC} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[41079] (01/27 12:27:24.788):{0x2DC} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 5, 6, 9, 27, 31, 43, 54 Size = 24
[30068] (01/27 12:27:24.788):{0x2DC} User bbtest_at_rigamonti.it starting up...
[30069] (01/27 12:27:24.788):{0x2DC} {bbtest_at_rigamonti.it} Mailbox name is bbtest
[40221] (01/27 12:27:24.788):{0x2DC} {bbtest_at_rigamonti.it} In Cradle timer is 801000
[40683] (01/27 12:27:24.788):{0x3B8} {bbtest_at_rigamonti.it} Updating the RefId generation number
[40684] (01/27 12:27:24.788):{0x3B8} {bbtest_at_rigamonti.it} Updating DataSourceId '7f9034'
[40861] (01/27 12:27:24.804):{0x3B8} {bbtest_at_rigamonti.it} New user added to the server - setting pending fields to this server's settings
[50094] (01/27 12:27:24.804):{0x3B8} [AUDIT] bbtest_at_rigamonti.it - User added to the BES
[40239] (01/27 12:27:24.804):{0x3B8} {bbtest_at_rigamonti.it} Still handled by desktop
[41079] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 23, 24, 45, 84, 86, 87, 88, 89, 95 Size = 2096
[40000] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} UserControl::UpdateMailboxITPolicy - Updating ITPolicy Information in the user's mailbox.
[30160] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} UserControl::HandleDatabaseChange - CalSyncState is empty
[40747] (01/27 12:27:24.820):{0x2DC} License total: 16, used = 14, free = 2
[30362] (01/27 12:27:24.820):{0x2DC} This agent will handle 14 user(s)
[30000] (01/27 12:27:24.820):{0x2DC} Optimize ThreadPools, total number of started users 14
[40413] (01/27 12:27:24.820):{0x2DC} Before optimization: total number of worker threads 13, where 2 non-removable
[40415] (01/27 12:27:24.820):{0x2DC} Worker thread 0x1330 added to thread pool for session 0x01792610 (SERVER05)
[40416] (01/27 12:27:24.820):{0x2DC} Thread pool for session 0x01792610 (SERVER05) has 14 threads to serve 14 handhelds
[40417] (01/27 12:27:24.820):{0x2DC} After optimization: total number of worker threads 14, where 2 non-removable
[30000] (01/27 12:27:24.820):{0x1330} [DIAG] EVENT=Register_thread, THREADID=0x1330, THREADNAME="UserWorkerThread<SERVER05>"
[41079] (01/27 12:27:24.820):{0x3B8} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 38, 42, 44, 51, 52, 53, 59, 65, 75, 76, 77 Size = 62
[40442] (01/27 12:27:24.820):{0x3B8} User settings: email=bbtest_at_rigamonti.it, routing=bbtest_at_rigamonti.it, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=bbtest, server=SERVER05
[30000] (01/27 12:27:24.835):{0x15D4} {bbtest_at_rigamonti.it} Sending data to Dispatcher, size=82, Tag=142789
[40000] (01/27 12:27:24.835):{0x15D4} {bbtest_at_rigamonti.it} SendToDispatcher, Tag=142789
[40000] (01/27 12:27:24.835):{0x2B0} [BIPP] Send data, Tag=142789
[40000] (01/27 12:27:24.835):{0x179C} [BIPP] Received status DELIVERED, Tag=142789
[40000] (01/27 12:27:24.835):{0x179C} [BIPP] Received datagram, Tag=211247
[40239] (01/27 12:27:24.835):{0x1134} {bbtest_at_rigamonti.it} Still handled by desktop
[30160] (01/27 12:27:24.835):{0x1134} {bbtest_at_rigamonti.it} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (01/27 12:27:24.835):{0x1134} {bbtest_at_rigamonti.it} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (01/27 12:27:24.835):{0x1134} User settings: email=bbtest_at_rigamonti.it, routing=bbtest_at_rigamonti.it, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=bbtest, server=SERVER05
[40000] (01/27 12:27:24.835):{0x1288} {bbtest_at_rigamonti.it} FindDeviceSendTransaction: transaction not found in current device send list, Tag=142789
[41079] (01/27 12:27:24.835):{0x4AC} {bbtest_at_rigamonti.it} PagerImp::SaveChanges: changed items = 96, 97 Size = 10029
[40239] (01/27 12:27:24.835):{0x1460} {bbtest_at_rigamonti.it} Still handled by desktop
[30160] (01/27 12:27:24.835):{0x1460} {bbtest_at_rigamonti.it} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (01/27 12:27:24.835):{0x1460} {bbtest_at_rigamonti.it} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (01/27 12:27:24.835):{0x1460} User settings: email=bbtest_at_rigamonti.it, routing=bbtest_at_rigamonti.it, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=bbtest, server=SERVER05
[40690] (01/27 12:27:29.242):{0x3B8} {b.rigamonti_at_rigamonti.it} Starting message status rescan
[40691] (01/27 12:27:29.257):{0x3B8} {b.rigamonti_at_rigamonti.it} Message status rescan completed

***

Strange behaviour, because this is a fresh user and at that time I never configured the activation password, so, how can the BES say that my device is handled by desktop?????



Thanx in advance to everyone!


Bye!

Hendhled by the desktop means that BES didn't picked up ETP message.
Its seams that your messaging aren't opening mailbox but there is no ETP email.
Try to remove user from bes
also when asking you do you want to remove all settings for a user click yes
[40153] (01/27 12:27:24.773):{0x2DC} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
this line indicates that if you removed user before from BES you never removed that small hidden folder which bes creates in user mailbox
try to activate on any private email address and see if you get any etp.
If you dont get etp email on any private email(google.hotmail.yahoo) it means you do not have enterprise provisioning.


You can always check you blackberry readiness for bes activation from BESC
www.blackberry.com/besc
http://www.blackberry.com/btsc/KB21140