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

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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benje02
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benje02
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2 Solutions
 
amorgan2000Commented:
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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benje02Author Commented:
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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amorgan2000Commented:
Then perhaps their device was configured incorrectly by the carrier.  
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benje02Author Commented:
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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amorgan2000Commented:
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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benje02Author Commented:
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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amorgan2000Commented:
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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benje02Author Commented:
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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benje02Author Commented:
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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benje02Author Commented:
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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