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New Contributor
Posts: 4
Registered: ‎05-17-2011
My Device: Blackberry 9800 Torch
My Carrier: Vodafone

Wireless Activation of new BES Express User with US BES Server

I have just supplied a new customer of mine with a new BB 9900 Bold. The customer has an exisitng group of 9900 users all connected to a BES server in the US.

The new device will not connect. I have been advised by Vodaofne to download the new Enterprise Activation App form Blackberry App World and use this to complete the connection.

I have done this however the deice gives me the same repsonse. It states "contacting server" once I enter the email address and activation code. It then sits in this state for a few minutes and then times out.

It then surggests to contine or cancel request. The continue option just sends the device off in a loop again. Never establishing the connection.

Not had this issue before! Any help would proove very usefull.

 

Many thanks

Forums Advisor I
Posts: 652
Registered: ‎05-23-2008
My Device: BB10 and WiFi PB
My Carrier: .

Re: Wireless Activation of new BES Express User with US BES Server

Maybe BES cannot connect to the users Mailbox (check MAGT logfile) or there is a anti spam application that deletes or alters that email.
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Find more information about Enterprise Mobility Management at EMMAdmin.com
New Contributor
Posts: 4
Registered: ‎05-17-2011
My Device: Blackberry 9800 Torch
My Carrier: Vodafone

Re: Wireless Activation of new BES Express User with US BES Server

The adminitrater in the US has connected one of his own BB devices with the same user profile no problem. For some reason I'm still unable to connect the UK BB device. He has tried resetting the user profile and password still no joy I'm afraid.
Regular Contributor
Posts: 50
Registered: ‎08-02-2010
My Device: z10
My Carrier: TMUK

Re: Wireless Activation of new BES Express User with US BES Server

Can you confirm that the SIM is definitely provisioned for BES services (I.e. not BIS)? This type of activity can occur with incorrect SIM provisioning.

 

You can check to confirm if the device/SIM is provisioned and doing it's job properly by trying an activation using a test hotmail/gmail/etc email address and fake password. In the test inbox (Or spam folder), you should see an ETP activation message appear as the device tries to activate.

 

Obviously it won't complete with an email account like this, but by confirming that the ETP message is delivered, you would at least know that the device connectivity and provisioning is correct.
 If this is the case, my next next step would be to confirm if the ETP message is arriving to the user's inbox and if not, troubleshoot from there...

 

Hope this helps.

Guru III
Posts: 32,202
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry DTEK60, 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: Wireless Activation of new BES Express User with US BES Server

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.




 




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