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New Contributor
Posts: 6
Registered: ‎03-27-2009
My Device: 8310

Groupwise Units will not activate.

[ Edited ]

Ok, this issue is killing me.  I have several units which we are replacing old and damaged blackberrys with new units and they will not activate.  Additionally I have some units which have been in use and are now not receiving email, but they can send, attempting to re-activate these units also fails.  I am able to send PIN messages to the ones which have stopped receiving mail and these units are also still able to send. 

 

So far I have rebooted both Blackberrys and BES, and sent test messages using the PIN.  I have also deleted the affected user and re-added them.  Regular email will not send and the units will not activate.  Something new this morning is that the Blackberrys now show a message that they have not received a response from the BES.

 

Environment:

Windows Ent. Server 2003 R2

BES for Groupwise 4.1.6.13

38 Users/28 contacted today, 2 not contacted for over 1 month, and 8 that have never activated. 

 

Any suggestions would be welcome.

 

Jeff Sorrells, CISSP, CCNA
Dallas County Schools

============================================
I worked for a long time to create something good for this, but then decided it was hopeless like most of the people I have worked with.
Guru III
Posts: 32,116
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Units will not activate.

Sounds like a dataplan issue for activation and possible a BES issue on not receiving.

Lets get the dataplan ruled out.

 


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.




 




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New Contributor
Posts: 6
Registered: ‎03-27-2009
My Device: 8310

Re: Units will not activate.

Ran the tool, and it is provisioned correctly.  So now what can I check on the BES itself?  At present I am on the phone with AT&T support and I'm sorry but it would help if AT&T's tech staff had a clue as to what it is that they are supposed to support. 

Jeff Sorrells, CISSP, CCNA
Dallas County Schools

============================================
I worked for a long time to create something good for this, but then decided it was hopeless like most of the people I have worked with.
New Contributor
Posts: 6
Registered: ‎03-27-2009
My Device: 8310

Re: Units will not activate.

Please some one offer another possible solution.  I have been on the phone with AT&T for over 2 hours now and I am ready to slit my own wrist!  2 hours and so far they are still asking me **bleep** about the Desktop Manager and the only question on the BES is do I have a login to it. 

 

Does anyone have a phone number for RIM's BES support?

Jeff Sorrells, CISSP, CCNA
Dallas County Schools

============================================
I worked for a long time to create something good for this, but then decided it was hopeless like most of the people I have worked with.