BlackBerry® Enterprise Solution

[John_Clark]

A wipe will bring back the option but once the device registers on the network it will go away again if the data plan is not provisioned correctly.

[Tony-h]

Checked with our service provider, looks like everything is fine their end, there has been no changes to our

data plan, think i'll try scrubbing the handset, will let you know how it goes.

Tony.

[Tony-h]

Did a full format of the handset, re-installed Enterprise Activation, put in my email address & password, still

can't get connected.....

Any ideas ?

Tony.

[John_Clark]

What is the error message you receive? Your password hasn't timed out, has it? Remember that your password has to be set each time by the IT admin.

[Tony-h]

Password was reset before i started the activation, dunno what the bloody issue is, everything was working fine

up until our server went **bleep** up... should be fairly straight forward to connect again.

Tony.

[Tony-h]

someone has suggested I try the following :

http://helpblog.blackberry.com/2012/01/remove-blackberry-it-policy/

Tony.

[John_Clark]

You can try that. However, there is no IT policy that would prevent a BlackBerry from talking to the very server that pushed the policy in the first place.

Does your company have a T-Support contract with RIM? It might be time to contact them.

[Tony-h]

The message i get is :

The Blackberry Enterprise server has not responded to your activation

request. An error may have occurred.

More Details

Continue Activation

Cancel Activation

Tony.

[John_Clark]

I just read your original post again. You said you all got new handsets a couple months ago? Because the EA option disappeared from all the handsets that really does indicate an incorrect data plan. I know you talked to them and said nothing changed but you need to be 100% sure that the data plan they have you on is a BES plan and not a BIS plan. A BIS only plan will remove the EA option from the BB device. Otherwise the EA option should always stay on the device. I'm on a BES, and a BES plan, and I always have the option. It doesn't go away.

Again, I know you've done this already but you need to be sure your data plan is a BES plan. I really think that is at the heart of the problem.

When you call them back tell them the problem you're having and see if they can get your case escalated to RIM support. You have to press for that as they don't always just offer it. It's no cost to you.

[knottyrope]

If not on BES Express 5, you need a BES dataplan.

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.