BlackBerry® Professional Software and BlackBerry® Enterprise Server Express

[Bondy]

Hi,

Im working for a company that runs a BESx server with v 5.0.1 (Bundle 5).

We are having an issue with users connecting/receiving their emails/contact/calendars when they are not on the company network.

The system has been working for about 5 months with only 1 or 2 errors that a reboot clicked back into life.

But I'm stumped as to why they can suddenly only receive this from within the network.

I.E If they are connected to a PC running a VPN it will download emails, if they are connecting to a wireless router with a VPN everything is fine, but any other network including mobile provider networks will not work.

Please if someone could shed a little bit of light on this problem I'd be most grateful.

[jamead1981]

So your users are only able to receive email on their blackberry when the blackberry is connected to a PC via USB or on a WIFI network with a VPN enabled?

[Bondy]

Both, they can only receive emails when either the pc they are connected to or the wireless have been set up on the network.

Anyone using a connection outsite the network cant receive anything or even communicate with the BESx server.

[Bondy]

Hi are there any IT policys that need to be set to enable access from un autherised networks?

Also is there a list of the ports that need to be opened for this the blackberry to talk to the server?

[knottyrope]

Start with this.

KB02068 - How to troubleshoot SRP connectivity issues

Have you made any perimiter or software firewall changes?

Can you flush your DNS server cache?
Are all your BES services running?
DBNS can be ignored.

What are they being logged on as?

Try stopping these services in this order:

Blackberry Controller
Blackberry Dispatcher
Blackberry Router

Starting the services in this Order:

Blackberry Controller
Blackberry Dispatcher
Blackberry Router

Let us know how you progress.

[Bondy]

Hi Knottyrope,

I've run through the list of steps you gave me but will not able to receive anything on our test blackberry.

Its just weird that if we connect to a wireless router or pc thats on the next work it runs fine.

[knottyrope]

Did someone change the dataplans?

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 (Most of OS 5), 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.

[Bondy]

Hi, We have located the issue.

If you do not have BIS provisioned on your sim you cannot use BESx

We were lead to believe that all the Blackberrys customers has purchased through their "Blackberry sales advisor" would be set up with BIS.

[knottyrope]

There are some BBM/email only plans that will not work.