Enterprise Activation for user/device in China
 

I am having problems getting a device activated. The BES is located in the US while the user/device resides in China. I have had them try multiple times to do an Enterprise Activation, but it will always fail, either 'Server not responding' or 'An error occured. Please contact system administrator'. The strange thing is that another user, same location, same BB model activated just fine along with other users in the US, so I don't believe it is a server issue. Any suggestions/tips/tricks are appreciated. Syncing with Novell Groupwise.

Thanks.

"An error occured. Please contact system administrator" usually means the password is wrong, believe it or not. Try setting it to something simple like 1-4 characters and no numbers.

The other one means the server did not respond to the request. This is a timeout on the handheld. Could mean the email never hit the mailbox or it just took too long.

Welcome to the forums.

As DarkWater mentioned, it is commonly a password related issues. It could also be that the device is not Provisioned for BES access. Try removing the user from the BES, have the user wipe the device, readd the user to the BES and try an activation. I typically make the password easy like the letter "a" or "l" or "m". very little chance of error that way.

If it wasn't provisioned all you would get is the timeout error or most likely wouldn't even have the EA option.

The password error means the request hit the server, but the server rejected it.

So they are using China Mobile in China? I've got many users in China through China Mobile and the Enterprise Activation works just fine. My guess is that it's either not provisioned correctly, or the password is wrong. In the BES Manager, did the last message sent get updated? I've seen it say "Failed" when the account was provisioned for BIS and not BES.

Yes, it is through China Mobile. They have told me that they have checked and that it is provisioned correctly for BES. I will try to have them wipe the handheld and re-create their account.

Thanks for the help and suggestions.

Thanks for everyone's help and suggestions. It turned out that the .dat file that was being sent was blocked by the enterprise email spam blocker. I had the user activate, then had email admin release the .dat file from filter, and activation went smooth.

Gee Golly, those spam filters!! Glad to hear it is working for you now!