[Jadey]

Originally Posted by SteveO86

SIM card might be the culprit, Our pin exchange worked fine..

Has RIM said anything useful.. I wonder if the pins that are not working are in the same geographical location, maybe a network issue on RIM's side. The people that stay in pending are you able to send normal PIN messages to them, that would eliminate a network issue.

No, RIM have not. In fact, my call with them is verging on the ridiculous...

Non-working PINs all in NA, but different places. I am unable to send normal PIN messages to those users (well my handheld appears to send them, I get the "tick" but never a "D" next to the tick, and those users do not get the PIN messages.)

Ultimately my inability to PIN specific devices is causing the BBM issues. I can receive their messages and invites, but they do not receive my BBM acceptances or invitations.

Progress with RIM:

a) I logged the task
b) They verified I could PIN my BES users
c) They verified that I could PIN some non-BES users
d) They insisted I was using peer-to-peer encryption on BES - worked through it with them proving was not, and rebooted BES to be sure
e) They said IT Policy blocking it - they gave up on that when was able to PIN exchange with RIM
f) They have had me do every type of battery pull / service book renewal / etc
g) I have submitted all my testing to them, but it does not seem to change the path I am on with RIM
h) I had given them EZ's old PIN as a "problem" (he was using device at the time) - last night RIM emailed me with EZ's old PIN and said "your PIN is not working as your device is not activated." Explained again it was not MY PIN, and that the user had retired that device since task opened with RIM
i) I sent them my PIN and daphne's (as that still won't work with mine) and I kid you not, this is the reply:

----------------------------------------
I'm suspecting you have pin encryption enabled on your server. You can confirm this by having the recipient which you are trying to send to perform the following:

1) open options, security on their handheld
2) Go to Firewall.
3) Check the counter beside "pin" blocked.
4) send a test pin to the recipient who cannot receive you pin
5) Does the number increment for "pin blocked" on their handheld?
----------------------------------------

The first thing I DID with RIM was confirm no peer-to-peer encryption on BES. So I wrote back:

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I do not have PIN encryption enabled. Please please please check task notes. We are going round in circles here.
----------------------------------------

The reply I got made me want to just finish the entire bottle of Gavi that I had started at home

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I have checked the PIN:(jadeysPIN) and it appears to be fine. As a precaution I resent the carrier service books to your BlackBerry smartphone incase some where missing. I also sent you a PIN message. Let us know if you received it.

Another step to try is to call your carrier and have the data plan removed and put back on your account to see if that helps.

Please confirm that you are enabled from the ability to send PIN messages. Attached is 2 places on the BlackBerry Enterprise Server where PIN messages can be stopped.

We recommend that you call us at the earliest convenience as we would like to trouble shoot this problem over the phone.
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I cannot believe they asked me to "please confirm that you are enabled from the ability to send PIN messages" - do they not listen to me at all?!

So anyway, I responded to their PIN message (and it worked) and will call them later today - wish me luck!!!

[Serkle K]

Wow, and just when I thought their support was one of the best around... I mean it still is tops, but wow... Good luck!!

[ezrunner]

sounds to me like they are not certain of the problem
Jadey if necessary I can use the old 8800 on my tmo line if it might help at all

[Jadey]

OK, this is getting better. Spare SIM card arrived, can't decide whether to swap before or after have spoken to RIM.

Got a BBM request from a tech support guy at RIM. He wants a call later. He's training for next 2.5 hours so said he would call then. Poor guy probably doesn't realise I am in England, and it will be 7pm by then. But it is all good, I will take the call at 7 if it means pushing on with this.

[Jadey]

I just swapped SIM cards.

Had t-mobile activate a brand new SIM I had, with my number and data plans.

It is NOT the SIM card. Which is a shame. Because now I will have to talk to RIM at 7pm from my front room. Oh well.

[Jadey]

OK, RIM called the other night. Spent 1hr 15m on phone, ultimately did not find a fix BUT at least RIM now understand/accept problem.
The RIM rep ended up spending a lot of time having daphne do tasks on HER phone, but after those steps we are no closer to exchanging PIN msgs, lol.

FYI, a few points of interest:

RIM seem to think that this is a carrier problem on recipient's (daphne) end. This is because when I send daphne a PIN msg, I get the checkmark. This means (according to RIM) that the message has successfully passed from my BB to the RIM wireless network. RIM then pass the message out to daphne's carrier. RIM seemed to think the fact that I never get a "D" next to sent checkmark, and fact daphne never receives my messages, is because her BB/network is blocking msg.

We just need to work out WHY that would happen now, as there are too many people/devices/networks with this issue for it to be a "one-off"

I'll keep you posted peeps! Daph, if you get a few secs, could you document what RIM had you do (just to keep this thread as full of info as possible...)

[Serkle K]

Originally Posted by Jadey

RIM seem to think that this is a carrier problem on recipient's (daphne) end. This is because when I send daphne a PIN msg, I get the checkmark. This means (according to RIM) that the message has successfully passed from my BB to the RIM wireless network. RIM then pass the message out to daphne's carrier. RIM seemed to think the fact that I never get a "D" next to sent checkmark, and fact daphne never receives my messages, is because her BB/network is blocking msg.

I think I can see how they may think it's a carrier issue... Are they thinking it's a difference between 2 different carriers?? or just the recipiants carrier only? I ask because my girlfriend, and our friend have had this issue, but we are all on the same network. His fiance just got her pearl over the weekend, and she had no trouble sending a BBM invite to my girlfriend and myself.

[Jadey]

Serkle K, I have no idea TBH mate. RIM seemed to think it is something to do with the recipient, but I was at home and it was late and I can't recall everything (spent over an hour testing this, that and everything).

Basically, we tested the progress of my PIN message to daphne as far as when RIM hands it over to recipient carrier, as such. Still not sure of what happens in between, whether it is that the message never gets to the BB, or that the BB rejects it. Basically the effect is a one way data flow, daphne --> Jadey works fine with PIN, but Jadey --> Daphne does not deliver.

The big question, still, is why

[mig1964]

I was having similar problems re-adding my wife to my contacts after performing a hard reset and device software upgrade to her 8330. I sent her a request which she received and accepted - but we remained "pending" on both devices. I deleted us from both devices and tried adding from her phone, and I never received the request.

It turned out to be related to service books. Even though she was receiving mail on her bberry she has apparently unable to send, and we didn't notice. We went to the blackberry website and re-sent her service books. For good measure I deleted and resent mine too. After this everything works fine and we are now back on each other's contact lists.

I hope this helps someone. It was a frustrating problem.

[chynagyrl1980]

I had the same issue, you have to have both sides delete the request and then start over again from scratch, but before you request a new add, you have to make SURE the other person has already canceled the pending request, or deleted the request, even if they show they already completed the add. Strange, but once I did that it worked for 3 different contacts.

[DarthBBerry]

Perhaps this is part of the problem....
View Document

[emkwan]

lol interesting post and advice!

[Jadey]

Originally Posted by DarthBBerry

Perhaps this is part of the problem....
View Document

Not for me, I have a 4.6 device and send BBM invitations to daphne via PIN. (That article seems to imply the invitations are sent using the email option).

[Jadey]

Originally Posted by chynagyrl1980

you have to have both sides delete the request and then start over again from scratch, but before you request a new add, you have to make SURE the other person has already canceled the pending request, or deleted the request, even if they show they already completed the add.

Originally Posted by mig1964

It turned out to be related to service books. Even though she was receiving mail on her bberry she has apparently unable to send, and we didn't notice. We went to the blackberry website and re-sent her service books. For good measure I deleted and resent mine too. After this everything works fine and we are now back on each other's contact lists.

Thanks for both your posts. Neither of these fixes apply to me. daphne and I have (with supervision from RIM tech support) reloaded OS, resent service books, cleared all pending requests... still no dice.

I do still have a task open with RIM, and am still working through the tests they keep sending me. Have not updated for a while as none of the tests have turned up any new info.

[Serkle K]

Originally Posted by chynagyrl1980

I had the same issue, you have to have both sides delete the request and then start over again from scratch, but before you request a new add, you have to make SURE the other person has already canceled the pending request, or deleted the request, even if they show they already completed the add. Strange, but once I did that it worked for 3 different contacts.

Jadey, I think this is something along the lines of how I was able to get it to work for my girlfriend and our other friend. Again I don't remember too well, but I had both handsets in my hand at the time, and I was able to get it to work in a few minutes... Has Daphne been able to add BBM or exchange PINs with anyone else? I would assume so, but, just really wondering how many other "pending" contacts she may have gotten for others that took alot longer then a "normal" amount of time before it showed up propperly.

But as you said, you still have a ticket open with RIM and you both have been running through tests with them... my head hurts, lol... I'll just go back to reading your findings when you have any new ones, lol!

[Jadey]

Yes, daphne and I could both BBM pair with "Wayne" at RIM. But not with each other. There is another mod (not EZ) who I cannot PIN. Plus one or two other contacts.

I need to re-motivate myself on this task. Start chasing RIM again.

[jdoom]

When I try to add contacts to BBM they accept and then I get the following email with subject:
<$RemoveOnDelivery,SuppressSaveInSentItems> BLACKBERRYMESSENGERINVITESTAGE2

Using gmail on ATT. I have tried this with people on Sprint, ATT and Verizon with the same result. Some on BES and BIS. It is definitely something with me. Contacts that I currently have accepted in the past work just fine (again ATT, Verizon, BIS and BES).

Could not find anything on internet. Any help?

[Jadey]

Try adding each other via PIN than email

[Jadey]

K, so I had a BBM contact that had been working fine for months. All of a sudden, we "developed" this issue. Could not re-add each other etc.

What fixed it?

1. Wipe both handhelds
2. Connect to jl_cmdr and use the "reset to factory" option
3. Add in BBM (worked)
4. Reactivate each device against their respective BES

Hmmmmmmmm.
I will see whether I can apply this "fix" to another one of my "problem" contacts - thing is, it is a lot to ask someone to factory reset their BB to test a BBM issue, lol.

[Serkle K]

is this why you thought your BBM wasn't working a few weeks back?