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dvu
New Contributor
dvu
Posts: 5
Registered: ‎06-08-2012
My Device: Blackberry Pearl 9100

cannot reactive after deleting user account in BES Express

[ Edited ]

Hi All,

 

I deleted my own account in BES Express with an option "delete user and remove the Blackberry Information from the user's email system", I have been unable to reactive my BB since then.

What I have tried so far

1. Deleted and recreated user in BES

2. Adding blackberry.net in Whitelist of mail filtering system

3. Tracking message in MS Exchange server 2003, it showed an activation email (etp@...blackberry.net) hit my mailbox everytime I tried activating my BB.

4. I just did activate another user on his new BB without any issues. I compared his tracking message with mine in Exchange server 2003 there is no difference.

5. I can activate different email address on my BB.

6. I turned off all rules and junk filter in my Outlook 2010.

 

BES Express V 5.0

BB Pearl 9100

 

Has anyone come accross this issue?

Thanks in advance

 

 

Guru III
knottyrope
Posts: 30,772
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook, BlackBerry Wireless Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: cannot reactive after deleting user account in BES Express

Did you wait long enough to allow BES to delete the info?

 

Any errors in the MAGT or MDAT log?

 

default location :\Program Files\Research In Motion\BlackBerryEnterprise Server\Logs

Also look in event veiwer to seef if any errors or warnings pertain to your issue

Please post back the log info minus personal info

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
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BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


Forums Advisor III
unleashurself
Posts: 1,077
Registered: ‎04-23-2012
My Device: 9780

Re: cannot reactive after deleting user account in BES Express

Hi,

 

I have already faced this issue, in my case I deleted the ID along with user information available on server but wasn't able to re- create same ID.

 

I found few of the entries left in DB. Please check with DB admin and get all information manually deleted from Database as well.

 

Hope this will help you too.

 

Thanks..!!

Guru III
knottyrope
Posts: 30,772
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook, BlackBerry Wireless Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: cannot reactive after deleting user account in BES Express

If user is stuck in pending delete, you can drop user from database using the following:

1. Open command prompt
2. Type "osql -E"
3. 1>use BESMgmt
4. 2>go
5. 1>delete from userconfig where mailboxsmtpaddr=''user@domain.com''
6. 2>go



To verify if BlackBerry smartphone user accounts are queued for deletion, perform the following steps:

 


    1. Under BlackBerry Solution Management, expand User.

    1. Click Manage Users.

    1. In the Search for users menu, click Advanced search.

    1. In the Email criteria section of the Advanced Search, select True in the Queued removal of BlackBerry services drop-down box.

    1. Click Search.

 

BlackBerry smartphone users who are pending a deletion, but the process has not completed, will be displayed.

 

The BlackBerry smartphone user account can be purged from the database or removed immediately from the BlackBerry service by performing the following steps:



    1. Click the Display name of the BlackBerry smartphone user that is displayed when searching for BlackBerry smartphone users that are Queued removal of BlackBerry services.

 

    1. Click Immediate removal of BlackBerry services.

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


dvu
New Contributor
dvu
Posts: 5
Registered: ‎06-08-2012
My Device: Blackberry Pearl 9100

Re: cannot reactive after deleting user account in BES Express

Thanks for your help and tip. Because I don't have DB admin in our company, I have been fiddling around with MS SQL 2005 recently, could not find any suspicious under my username.

 

 

dvu
New Contributor
dvu
Posts: 5
Registered: ‎06-08-2012
My Device: Blackberry Pearl 9100

Re: cannot reactive after deleting user account in BES Express

Hi knottyrope,

 

Much appreciated your help and support.

I followed your instruction and there is no one by my username.

I had a look at log MAGT, every time I tried activating I got this error in the log

 

Still handled by desktop
GetDeviceId() did not return a PIN, PIN currently is not set for this user.

 

I doulbe checked with my carrier my service is on BES not BIS.

 

Thank you

Guru III
knottyrope
Posts: 30,772
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook, BlackBerry Wireless Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: cannot reactive after deleting user account in BES Express

Still handled by desktop means wrong dataplan or you installed Desktop manager on a PC and used the device on it in BIS/Personal mode. You can uninstall it and reinstall it with BES/Work mode.

 

 

I think it might be a dataplan issue.

 

 

It is a BESAdmin rite of passage to go through the gauntlet of correcting the right BES data plan with your carrier.

Under Manage Connections on the device (OS 5 and higher), there's a services status which tells if connected to the data network.

For BES dataplan testing.

 

 

Want to check if a device is provisioned correctly?
Sign up for free to the BlackBerry Expert Support Center.

https://www.blackberry.com/besc/dashboard/

Then use the Enterprise Activation Readiness tool.

All at absolutely no cost to you or your organization!

The BESC gives you a suite of valuable tools, and includes a Complimentary Support Incident should you need to contact BlackBerry Technical Support directly.




 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


dvu
New Contributor
dvu
Posts: 5
Registered: ‎06-08-2012
My Device: Blackberry Pearl 9100

Re: cannot reactive after deleting user account in BES Express

Hi

 

I did try again today, here is what I have found in the event viewer

 

vent Type: Warning
Event Source: BlackBerry Dispatcher BB_Server
Event Category: None
Event ID: 20000
Date:  14/06/2012
Time:  1:20:53 PM
User:  N/A
Computer: BB_Server
Description:
{My name} Old OTAKEYGEN packet is cancelled, Tag=56184


Event Type: Warning
Event Source: BlackBerry Messaging Agent BB_Server Agent 1
Event Category: None
Event ID: 20196
Date:  14/06/2012
Time:  1:20:53 PM
User:  N/A
Computer: BB_Server
Description:
{Myname@myaddress.com} SendETP() failed: ERR_SUBMIT_MAIL, Tag=400312857

Event Type: Warning
Event Source: BlackBerry Messaging Agent BB_Server Agent 1
Event Category: None
Event ID: 20265
Date:  14/06/2012
Time:  1:20:53 PM
User:  N/A
Computer: BB_Server
Description:
{Myname@myaddress.com} MAPIMailbox::smileyfrustrated:endETP - SubmitMessage (0x80070005) failed

 

 thanks in advance

Guru III
knottyrope
Posts: 30,772
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook, BlackBerry Wireless Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: cannot reactive after deleting user account in BES Express

OTAKEYGEN can be caused by a few things

 

Wrong dataplan on a device:

usually followed by still handled by desktop in logs and a call to the carrier is needed to correct the dataplan.

 

User used DeskTop Manager in BIS personal mode:

usually followed by still handled by desktop in BES logs. Uninstall and reinstall DTM in correct mode.

 

IT admin queue stuck:

removeing user from BES and addding back in fixes this or deelte the IT ADMIN queue entries in the SQL table (I do this in 4.x but have not tried in 5.0)

 

Encryption key need to be updated on device:

from device regenarate the encryption key.

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


dvu
New Contributor
dvu
Posts: 5
Registered: ‎06-08-2012
My Device: Blackberry Pearl 9100

Re: cannot reactive after deleting user account in BES Express

Thank you for all your help. 

Finally I had to log a case with RIM, and they fixed it by turning on static agent on my account temporally to speed up the activation process. Of course before doing it , they checked permission, and all kind of stuff, which were fine.

 

Regards,