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Blackberry users in England can't connect to server in US

Posted on 2008-10-15
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Last Modified: 2010-05-18
I have a Blackberry Enterprise Server 4.1.6.9 which is located in California, US. Two of our employees are located in England. They are using Vodafone Blackberry Bold. When the enterprise activation is sent they get a can not connect to the server error. I have no problems with users across the US and Canada. Is there another protocol used in England?
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Question by:benje02
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10 Comments
 
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Expert Comment

by:amorgan2000
ID: 22723519
Nope same protocols.  It shouldn't be a problem.  Are all these people on the same mail server?  First off, I would guess that the BES service account does not have permission to their mailboxes.
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Author Comment

by:benje02
ID: 22723576
All users are on the same email server which works fine for users in the US. The besadmin has permission to their mailbox.
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Expert Comment

by:amorgan2000
ID: 22723598
Then perhaps their device was configured incorrectly by the carrier.  
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Author Comment

by:benje02
ID: 22723661
Could be...I think I'm going to have the user wipe his handheld, delete and recreate his account on BES and try again. I can't think of anything else to do. It should work.
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amorgan2000 earned 250 total points
ID: 22723678
If you want to ensure its not the users accounts.  You could have them activate the device as yours or another test account that you know works.  That will tell you for sure if its the device/carrier.  But you shouldn't have a problem other than that.
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Author Comment

by:benje02
ID: 22732105
Okay we made some progress. The user was able to initilize his device with BES. However, all he can reconcile is his calendar. No email???
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Assisted Solution

by:amorgan2000
amorgan2000 earned 250 total points
ID: 22732186
Can you be more specific?  Are they able to send/recieve mail?  You said calendar reconciliation works, how do you know?  How do you know the other reconcilations didn't work?
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Author Comment

by:benje02
ID: 22732450
Here's the email I received from the user:

This has activated but it is only syncing my calendar not my mailbox. When I look in the Default Services set-up, there is a Calendar (CICAL0 default of Desktop but there is nothing set up for messaging. So I suggest we recheck the set-up and try again today and re-activate.

All users recieve the the same IT Policy and it works for everyone but the two users in the UK???
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Author Comment

by:benje02
ID: 22732470
And when I look at the properties of the users account I don't see a Blackberry device. All the other users list a device.
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Author Comment

by:benje02
ID: 22733038
I resent the IT Policy and Service Book and had the user remove the battery from the handheld. It works now. Thanks for the help.
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