BlackBerry® Enterprise Solution

[mirmujahed]

Hi,

I am facing a really strange issue with 1 user in my organization. I am trying to activate his account on BES server but the enterprise activation just does not progess and says "Contacting server" and finally gives the error "The Blackberry Enterprise server has not responded to your activation request. An error may have occured".

I though maybe problem with SIM provisioning or device, so i added 2 different users and all users working fine after activation. And all other existing users on server working fine. Only problem with this one user.

Strangley the logs does not show any specific error. Below are logs related to the user.

{user1@sabic.com} New user added to the server - setting pending fields to this server's settings
[50094] (11/28 13:40:46.166):{0x1F90} [AUDIT] user1@sabic.com - User added to the BES
[40239] (11/28 13:40:46.166):{0x1F90} {user1@sabic.com} Still handled by desktop
[30160] (11/28 13:40:46.510):{0x1F90} {user1@sabic.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40188] (11/28 13:40:46.525):{0x1F90} {user1@sabic.com} Conflict resolution set to DESKTOP WINS
[41079] (11/28 13:40:46.525):{0x1F90} {user1@sabic.com} PagerImp:aveChanges: changed items = 23, 24, 42, 44, 51, 52, 59, 89, 95 Size = 64
[40442] (11/28 13:40:46.822):{0x1F90} User settings: email=user1@sabic.com, routing=user1@sabic.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=22663, server=SS-RHQ-MSGCL2-1 (session : 0x04705670), pending=0
[40367] (11/28 13:40:46.822):{0x1F90} {user1@sabic.com} User Stats - Msgs: Latency 0s, Sent/Min 0, Received/Min 0
[40702] (11/28 13:40:46.822):{0x1F84} {user1@sabic.com} Starting message rescan due to user start
[40703] (11/28 13:40:46.822):{0x1F84} {user1@sabic.com} Message rescan completed
[30000] (11/28 13:40:46.885):{0x1DCC} {user1@sabic.com} Sending data to Dispatcher, size=113, Tag=2543297
[40000] (11/28 13:40:46.885):{0x1DCC} {user1@sabic.com} SendToDispatcher, Tag=2543297
[40000] (11/28 13:40:46.885):{0x17E0} [BIPP] Send data, Tag=2543297
[40000] (11/28 13:40:46.885):{0x17E8} [BIPP] Received status DELIVERED, Tag=2543297
[40000] (11/28 13:40:46.900):{0x17E8} [BIPP] Received datagram, Tag=8315030
[40000] (11/28 13:40:46.900):{0x17E8} [BIPP] Received datagram, Tag=8315031
[40845] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} SetPIMState - Registering for PIM synchronization (bState=1, bRet=1)
[30416] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} Established session with PIM Connector
[40799] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} Processed request from PIM Connector: cmd=0x5, Tag=8315030
[40279] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} SubmitToRelaySendQ, Tag=8315030
[40000] (11/28 13:40:47.353):{0x17E0} [BIPP] Send status DATA_ACCEPTED, Tag=8315030
[40239] (11/28 13:40:47.353):{0x1DD0} {user1@sabic.com} Still handled by desktop
[30160] (11/28 13:40:47.353):{0x1DD0} {user1@sabic.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[41079] (11/28 13:40:47.369):{0x1DD0} {user1@sabic.com} PagerImp:aveChanges: changed items = 96, 97, 100, 101 Size = 0
[40442] (11/28 13:40:47.369):{0x1DD0} User settings: email=user1@sabic.com, routing=user1@sabic.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=22663, server=SS-RHQ-MSGCL2-1 (session : 0x04705670), pending=0
[40239] (11/28 13:40:47.369):{0x1F8C} {user1@sabic.com} Still handled by desktop
[30160] (11/28 13:40:47.369):{0x1F8C} {user1@sabic.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40442] (11/28 13:40:47.369):{0x1F8C} User settings: email=user1@sabic.com, routing=user1@sabic.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=22663, server=SS-RHQ-MSGCL2-1 (session : 0x04705670), pending=0
[30315] (11/28 13:40:47.369):{0x1FA0} {user1@sabic.com} Sending data to PIM Connector, size=298
[40279] (11/28 13:40:47.369):{0x1FA0} {user1@sabic.com} SubmitToRelaySendQ, Tag=2543298
[40793] (11/28 13:40:47.369):{0x1FA0} {user1@sabic.com} GetConfig request sent to the PIM Connector. Target=GetConfig
[40000] (11/28 13:40:47.369):{0x17E0} [BIPP] Send data, Tag=2543298
[40000] (11/28 13:40:47.385):{0x17E8} [BIPP] Received status DELIVERED, Tag=2543298
[30384] (11/28 13:40:47.385):{0x1F94} {user1@sabic.com} Packet has been delivered to PIM Connector, Tag=2543298
[40000] (11/28 13:40:47.385):{0x17E8} [BIPP] Received datagram, Tag=8315032
[30418] (11/28 13:40:47.400):{0x1FA4} {nuser1@sabic.com} Updated PIM config
[40799] (11/28 13:40:47.400):{0x1FA4} {user1@sabic.com} Processed request from PIM Connector: cmd=0x5, Tag=8315032
[40279] (11/28 13:40:47.400):{0x1FA4} {user1@sabic.com} SubmitToRelaySendQ, Tag=8315032

Please help. Appreciate your prompt response. Thank you very much. 

[mirmujahed]

I referred below article but no success as user does not have desktop manager installed on his pc.

http://btsc.webapps.blackberry.com/btsc/viewdocument.do?noCount=true&externalId=KB00789&sliceId=1&cm...

[knottyrope]

version BES?

Mail server version?

you said you tried to others, was it with the same SIM or not?

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.

[mirmujahed]

Here are the answers:

version BES? 5.0.3

Mail server version? Exchange 2007 sp 3

you said you tried to others, was it with the same SIM or not? With same SIM

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.

As i tested other accounts successfully with same SIM, then the issue is not related to provisioning from service provider. I gues it has to do something with the account permissions or something else.

[knottyrope]

run this test on the affected user

http://docs.blackberry.com/en/admin/deliverables/25747/Verify_Win_account_access_to_Exchange_usrs_61...

Double check permission according to this

KB02276 - Assigning permissions for a BlackBerry Enterprise Server service account

KB15582 - BlackBerry Enterprise Server might not work correctly in Microsoft Exchange environments w...

What is the BESAdmin service account?
http://supportforums.blackberry.com/t5/BlackBerry-Enterprise-Solution/What-is-the-BESAdmin-service-a...

[mirmujahed]

I had run the below IEMSTEST for the affected user and I find only one difference as compared to some other users:

Unable to find user in AD

I get the "No Send As Permission error message" displayed in the IEMSTest.exe results for all users which the below RIM article says can be ignored.

http://btsc.webapps.blackberry.com/btsc/viewdocument.do?noCount=true&externalId=KB24959&sliceId=1&cm...