BlackBerry® Professional Software and BlackBerry® Enterprise Server Express

[RVC_Bus_Svcs]

One of our users lost connection to our BESX service about a week and a half ago.  I have tried deleting and recreating the user record; battery pull for hard reset; deleting and reloading service books; switching the user to another device (user has a Curve).  The phone is able to make and recieve phone calls, and browse the internet.  The user made sure his Outlook was clearing the activation e-mail and he does get them. 

In BESX, the user shows as initializing and has not gone beyond that.  The phone fails to make contact with the server.  We run BESX on a virtual server, so could not try to attach the device and connect that way.  We have over 30 other active users and none are having a problem.  The user said he did not download or install any apps prior to having this issue.

I am not the IT guy with server access, nor the IT guy that set BESX up (he has retired).  I am in the business office and oversee our business cell phones.  I do have some IT experience, so tend to understand the language.  I have yet to contact Verizon about the issue, because I do not think they will be able to help resolve it.

I appreciate any information you can provide.

[knottyrope]

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.