BlackBerry® Enterprise Solution

[Thrasonic]

Hello everyone.  I have a user with a new 8330 and I'm having problems activating it with our BES.  He has a BES account and the activation password has been set.  When I go to activate his device it just sits at "Activating" for what seems like an eternity before it says it's retrying and than it starts all over.  I'm wondering if the fact that he brought it to me with an Internet e-mail account already setup and active on the device has anything to do with it.  Should I reset the device back to factory defaults and try again?  I've never had this issue with activating a Blackberry over the air with our BES.  I'm stifled.

[mbails]

I have exactly the same issue with a user who switched from a 8830 to a 8330. 

In the Bes Manager, the IT Policy has an Error status code and there Device info is only partially filled in.  (Model, hardware ID, serial number, home carrier)

The Policy Log reads:

[40000] (05/16 07:38:03.625):{0x1648} {user@domain.com PIN=319F2323, UserId=2}SCS:: PollDBQueueNewRequests - Queuing SET_ITPOLICY_REQUEST request
[40000] (05/16 07:38:13.031):{0x1550} [BIPP] Ping 14436 sent
[40000] (05/16 07:38:13.031):{0x1548} [BIPP] PingResponse 14436 received
[40000] (05/16 07:38:13.562):{0x2DC} {user@domain.com, PIN=319F2323, UserId=2}RequestHandler:endToRelay - SubmitToRelaySendQ, Tag=45
[40000] (05/16 07:38:13.562):{0x1550} [BIPP] Send cancel, Tag=45
[30000] (05/16 07:38:13.562):{0x2DC} {user@domain.com, PIN=319F2323, UserId=2}RequestHandler:endQueuedITAdminCommandToDevice Sending data to device, contentType=ITADMIN, size=301, RefId=0, TransactionId=-937401864, Tag=48
[40000] (05/16 07:38:13.562):{0x2DC} {user@domain.com PIN=319F2323, UserId=2}RequestHandler:endToRelay - SubmitToRelaySendQ, Tag=48
[40000] (05/16 07:38:13.562):{0x1550} [BIPP] Send data, Tag=48
[40000] (05/16 07:38:13.656):{0x1548} [BIPP] Received status FAILED, Tag=48
[30000] (05/16 07:38:13.656):{0x1554} {user@domain.com PIN=319F2323, UserId=2}RequestHandler:: DoDeviceSentProcessing - Message returned as FAILED - could not be delivered to device, Tag=48
[40000] (05/16 07:38:13.656):{0x1554} {user@domain.com, PIN=319F2323, UserId=2}RequestHandler:: DoITPolicyDeviceSentProcessing - ITPolicy GME Receive Ack for the command SET_IT_POLICY_COMMAND - Processing packet, Tag=48
[40000] (05/16 07:39:13.656):{0x1550} [BIPP] Ping 14437 sent
[40000] (05/16 07:39:13.656):{0x1548} [BIPP] PingResponse 14437 received

And in the DISP log:

[30222] (05/16 07:38:13.578):{0x1FE4} {user} MTH: contentType=ITADMIN, sizeOTA=316, sizeOTW=263, TransactionId=-937401864, Tag=35174
[30313] (05/16 07:38:13.578):{0x1FE4} {user} Sending external data to device, contentType=ITADMIN, routing=S50018152, device=319F2323, size=356, cmd=0x3, TransactionId=-937401864, Tag=35174, Submit=0
[30375] (05/16 07:38:13.656):{0x1FE8} {user} Packet returned as FAILED - could not be delivered to device, Tag=35174

Any help here would be appreciated...

Message Edited by mbails on 05-16-2008 11:11 AM

[bunger]

I've got an 8330 and had the same issue.  The fix for me was to call my cell provider and ensure the account was provisioned for Blackberry Enterprise Services instead of Internet Services.  It turns out it was not provisioned for Enterprise Services and once they made the change, my BES activation worked like a champ...

Hope that helps...

Bill 

[mbails]

Turns out this was the issue.  What kills me is I called yesterday and they told me it was setup with BES service.  Morons.

Hope this helps Thrasonic...

Matt

[Thrasonic]

Hey all, this ended up being the problem for the 8330 that my end user was having.  Even though he asked them multiple times about enterprise activation it was never turned on until a day ago.  Ridiculous.  Now it's working perfectly fine.

[hamiljockey]

I have had this problem with 6 different 8830 phones from Verizon.  They seem to work eventually (5-6 hours later).  I did have one employee call to confirm that his phone was provisioned and even though all Verizon Blackberries should be set this way from the get go, as they do not charge an enterprise fee, the phone immediately began to work... even after Verizon said they had changed nothing and it was already provisioned correctly.

[rbell]

After banging my head against the wall, called a colleague and he suggested restarting ALL Blackberry services. Tried it and guess what.....IT WORKED!

At first I would actually get a "Contact your admin" message (no messages before, only cannot reach server) then it worked!

[xOrphenochx]

No they are not that way from the beginning, what they told you was incorrect. I work for Verizon Telecom, I've had to call them so many times to get these things provisioned correctly.