07-31-2014 11:53 AM
An employee recently left our company, returning her Q10 to us when she left. We wiped the device to start fresh, and then attempted to set it up for another employee. I've created the new user on our BES 10 and created the device activation password. However, this phone is not able to connect to our server when setting up the work space for the new user. It says "Connecting to Server" for about five minutes, then fails out and says "The Server cannot be contacted. Ensure that you are connected to a network." We have tried over both WIFI and LTE, both of which are working properly. I can set up the emails over Active Sync with our Exchange, but for whatever reason this device can no longer communicate with our BES server following the security wipe, therefore we can't provision the Blackberry Balance.
07-31-2014 03:27 PM
Couple of things here:
What do the EMWS logs say for this activation attempt?
If you change to a different device just to test, does it work?
I am wondering if the PIN is still present in the database even though the user is no longer present on the BAS. I've seen this happen in older versions of BES 10. What exact version are you running?
Also, is the device OS up to date?
07-31-2014 03:35 PM
This has happened with another Q10 that was wiped, so I'm thinking it must be specific to our BES. The OS on both devices were up to date before attempting to add them.
I'm new to BES, so I haven't taken a look at those logs, I'll figure out how and get back to you.
Our BES is Version 10.1.3.11
If it were the pin, how would I clear that from the database?
07-31-2014 04:11 PM
OK, from your BES version I can tell you that 10.1 is prone to issues with deleting users and pending information not being cleared from the database. I would advise you to update to 10.2 preferably with the latest MR3 on top! 10.2 has addressed lots of bugs...
BES 10 database is quite different from BES 5. I can't remember off the top of my head if there is a userconfig table in BES 10...
It's easy in BES 5:
select * from userconfig where PIN=******
However, you can use a stored procedure like this one to search all tables in the database to see if you find the affected PIN. Always run this on a test server first and be very careful when running a query on a production database, you should always backup prior to running anything like this. If you're not experienced, ask your SQL DBA to run it.
CREATE PROC SearchAllTables
CREATE TABLE #Results (ColumnName nvarchar(370), ColumnValue nvarchar(3630))
SET NOCOUNT ON
DECLARE @TableName nvarchar(256), @ColumnName nvarchar(128), @SearchStr2 nvarchar(110)
SET @TableName = ''
SET @SearchStr2 = QUOTENAME('%' + @SearchStr + '%','''')
WHILE @TableName IS NOT NULL
SET @ColumnName = ''
SET @TableName =
SELECT MIN(QUOTENAME(TABLE_SCHEMA) + '.' + QUOTENAME(TABLE_NAME))
WHERE TABLE_TYPE = 'BASE TABLE'
AND QUOTENAME(TABLE_SCHEMA) + '.' + QUOTENAME(TABLE_NAME) > @TableName
QUOTENAME(TABLE_SCHEMA) + '.' + QUOTENAME(TABLE_NAME)
) = 0
WHILE (@TableName IS NOT NULL) AND (@ColumnName IS NOT NULL)
SET @ColumnName =
WHERE TABLE_SCHEMA = PARSENAME(@TableName, 2)
AND TABLE_NAME = PARSENAME(@TableName, 1)
AND DATA_TYPE IN ('char', 'varchar', 'nchar', 'nvarchar')
AND QUOTENAME(COLUMN_NAME) > @ColumnName
IF @ColumnName IS NOT NULL
INSERT INTO #Results
'SELECT ''' + @TableName + '.' + @ColumnName + ''', LEFT(' + @ColumnName + ', 3630)
FROM ' + @TableName + ' (NOLOCK) ' +
' WHERE ' + @ColumnName + ' LIKE ' + @SearchStr2
SELECT ColumnName, ColumnValue FROM #Results
After Stored Procedure is created search using the following
EXEC SearchAllTables 'Keyword goes here'