Failed Wireless Blackberry Activation

Wireless activation is the only thing I can do is it not given the user is in a different country? What does he need to do to wipe the BB?

Wireless activation should work as long as the BB device can connect to the local network.

To wipe the device the user has to go to toolbox - security settings, press the wheel and choose wipe, and then he will be prompted to type in the word
blackberry
 to confirm the wipe.  It takes a minute or two.

I hope this helps !

Is there any way I can confirm he has a connection to the local network?

You need to make sure the antenna is on and that his signal is good.
This is dependent on the BB device provider.

You will need to contact them.

As an example
Nextel BB devices require that  NXTL in upper case appear in the upper right corner in order for all services to work properly.

This is documented in the instructions that come with the BB device.

I hope this helps !

Thanks, the user is currently in transit into Toronto with a connecting flight to Mexico. With any luck I can get him activated while he's on the ground and able to communicate freely.

Cheers!

Deleted the user from the BES and readded him, wiped the BB, and he is still receiving the message "The server is not responding, please contact the system administrator". He is now in Toronto for the night so I can't imagine his reception is not good although I have not verified that.

Also learned he has the new BlackBerry Pearl and we are running BES 4.1.0.40. Could there be any incompatability?

Restart the BES server.  Also is the users email account sitting on the mail server that the BES server is connected too?

Please review the link below to assist in identifying and troubleshooting enterprise activation issues:

http://www.blackberryforums.com.au/forums/general-bes-discussion/300-identifying-troubleshooting-enterprise-activation-issues.html

garycutri

BES server was rebooted. Email account is on an Exchange Server networked to the BES server. I've been through that link previous, it's very good but doesn't seem to provide the solution. Do you know anything about BES logs? I found the following in the BES DISP_01_20061221_0001 log:
~~~~~~~~~~~~~~~~~~~~~
[30310] (12/21 18:54:13):{0xDAC} {USERNAME} Forwarding internal data to device, contentType=OTAKEYGEN,
routing=user@xxxx.com, device=204F8EAD, size=265, cmd=0x3, ack=0, TransactionId=-981171141, intTag=43597, Tag=45231,
Submit=1
[30375] (12/21 18:54:13):{0xDB4} {USERNAME} Packet returned as FAILED - could not be delivered to device, Tag=45231
~~~~~~~~~~~~~~~~~~~~~
The BES appears to be finding the BB as the device is his PIN. I am still waiting for word on whether he signed up for the Enterprise Service as well as who he signed up with.

Personally I would do a cabled activation to get the devices running.  This can be done in BlackBerry Manager by selecting the user and going to "Device Management" in the users properties.  Then all you need to do is connect the device to the server via USB and then select "Assign Device".

It seems the user is still in Mexico as I have not received any response back from him yet. I would tend to agree with your statement of the rejected attempt although I don't know why. Until I hear back from the user I don't know who he signed up with so I don't know yet who to contact.

Regarding a cabled activation, that would be great if he was in Vancouver. :(

Thanks for the feedback. I have also removed him from the server one last time and recreated his account. I was also advised that a single character activation p/w may not work which I had been using. I have now changed that as well.

I'll keep you advised.

Well, the user is now in the office, still unsuccessful with a wireless activation, and upon connecting the Pearl to the server with BES 4.1 and go to assign the device, I receive a message that there are no connected devices.

Is there something with Pearl and BES?

HELP!!!!

Managed to assign the device via USB but as soon as the cable is disconnected, an error occurs and the account remains in the status of "initializing". I've even had higher level tech support on site today for other issues, and they made an unsuccessful attempt as well. A call is going into the Provider this week.

Just ensure the Pearl isn't set to Mass Storage Mode.  This can be checked in Options, Advanced Options, Media Card and ensure under "Auto Enable Mass Storgae Mode When Connected" it is set to No or Prompt.

Also once you select Assign Device leave the device connected for 10 minutes or so, you can view it's progress if you go into Enterprise Activation in Advanced options or if the icon still exists on the home screen.

I've passed this on to my tech support. They have tried activating the Pearl on 3 different servers/companies, some of which have Pearls on the system but to no avail. It sounds like it may be an issue with O2 in the UK given the local carrier, Rogers, is supposedly seeing the communication and forwarding it to O2. What happens to it there is currently unkown.

I'll keep you informed of what we find.

Put a SIM card from a working device in this Pearl and then try and activate it.  This will test if it is the network.

I appreciate all the feedback. Unfortunately the Pearl is now once again in the UK and I suspect the user is not going to have access to such. He tends to have a very high degree of frustration with technology, no that's pretty much anything, so as far as he is concerned either O2 resolves the issue or he is returning the BB. I would be hard pressed to convince him of continuing the troubleshooting.