03-09-2012 06:58 PM
This is a user-to-user community support forum. We are not RIM employees, but volunteers who enjoy assisting other users. RIM personnel rarely comment on queries posted here. You would have noticed this in the EULA and message upon registration.
If you a technical support issue, call your mobile provider. Any issue they cannot resolve, ask to have it escalated up to RIM level tech support.'
Or, alternatively, ask here. There are many very knowledgeable users here.
03-15-2012 10:15 AM
Long time Joey!
I understand the community forum and we all appreciate what the volunteers do.
However, this is where RIM directs people for support for BBCS, yet how many people have a great understanding about supporting BBCS? Sure, I know the data flow and what limited features it has from the two BES 5 servers I also admin, but I'm at a loss with BBSC. I have many places to go for help with the physical BES, but currently am on an island with others.
I entered a support incident a month ago through our BTSC account about a duplicate email issue and have never heard a peep. The lack of information on BBCS makes me furious. I am in the same boat with too many questions and nobody on this forum with answers. Documentation is extremely basic for a product that was beta for some time. For the number of times I've taken BB beta exams on new products and versions, the documentation for BBCS is poor at best. There is nothing that contains any real troubleshooting information.
I've had no issues activating until today. Where can I go to see where there are issues in the cloud? Apparently nowhere. Microsoft's dashboard says all systems are go. The devices sent the ETP.DAT file to the mailbox, but ut's sitting there and I have no idea how to determine where the issue lies. The devices time out and I can't look into any logs to get a clue about anything.
03-15-2012 10:57 AM
Hey man, I know you ! lol
My comments above were to let the individual know that "he's probably not saying anything that RIM will hear", because this is a user-to-user to forum, we're users just like him.
If you, on the other hand, have a paid support contract with RIM that includes BBCS, I sure wouldn't stand for a month-long waiting period for support.
But I do understand there are very few users that are knowledgeable on BBCS. I can ask a friend to take a look over here... but they'd need specific threads (like your issue) posted. They won't answer general "RIM won't support us" posts like the one above.
03-15-2012 11:02 AM - edited 03-15-2012 11:02 AM
I understand. I could relate to the other user's frustration and lack of information or help for BBCS. You are so right about the lack of details. That is one of my own pet peeves where I work.
I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier
03-15-2012 01:06 PM
remove all etp dat files from mailbox and try again after a battery pull
EA will only work on a BES dataplan
For BIS you use a wiped device or the app in app world.
BIS or BES should work with webdesktop manager for a wired activation.
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. If you dont have a SRP you can get a free one from a BES 5 Express download.
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.
03-15-2012 02:34 PM
Thanks J Sanders for the reprimand. For some strange reason, I thought SOMEBODY from RIM would be scouring these boards on support.BLACKBERRY.com. I am sorry if I offended you.