BlackBerry® Professional Software and BlackBerry® Enterprise Server Express

[LyleSmith]

I am having a strange problem with two of our users. We had a small user trial of various BlackBerry devices which these two users were part of. Now we have decided on using 9810's so we have taken back the old devices and given these two users 9810 but we can't activate them.

We have deleted them off the BES Express server and left it for hours and also security wiped their devices more times than I can remember but still nothing.

Does anyone have any ideas?

Thanks

Lyle

[knottyrope]

What was the old device?

is yor xml files up to date?

KB13589 - How to update the device.xml and vendor.xml files

do they have the correct 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.

[LyleSmith]

Thanks for the reply.

The previous device was a 9860, the same device was used for testing by the same user.

I will check the XML file versions to check this is okay. It is a new BES Expres server which was built around two months ago and all handsets are brand new so I would hope this is okay but will double check.

We have tried their SIM cards and SIM cards we know are working but neither work. They go to initialising then fail.

I know the pain of getting carriers to apply the right data plan that's why I tried a known working SIM but that seems to make no difference.

I will check "Manage Connecion" for the status.

Thanks

[knottyrope]

did you get activated yet?