After Blackberry Pro Software Install, none of the users are able to activate wirelessly.

Hi, I have installed BPS v4.1.4 to our SMB 2003, Exchange, server, and after the install I am unable to activate the phones via wireless sync. The phones keep retrying and give up. I have followed the tutorials videos for installation and the first hickup was SQL 2005 being unable to create instances. I had to do the MSDE instruct in order to move forward. There is a dedicated account known as BPSadmin with the required permissions.
Who is Participating?

[Webinar] Streamline your web hosting managementRegister Today

klulue123Connect With a Mentor Commented:
If the phones just keep trying to connect, contact the cell phone provider and make sure that the handhelds have the correct data plan.  Many providers have different plans and if no one ever used BES before, many times it has the wrong plan.
That usually means the message isn't being delivered correctly, is being blocked, or you have not setup the permissions correctly.

The activation message should be seen in message tracking, and not in the user's mailboxes. Did you use a besadmin account to setup the application, or the Administrator account? If it was the latter, it should have been the former, as Administrator will be unable to hold on to the required permissions.

Gary CutriData & Communications SpecialistCommented:
Hi, the main cause is that the Activation Email is either not being sent or it is being blocked by your servers antispam system or if Outlook is open it is possible that the email is being moved into Junk Email.  To ensure that a device is sending the activation email (this will check if the device has the correct Blackberry Enterprise codes) just enter your personal email account (e.g. hotmail) into the activation window and make up and password and activate.  If the email arrives in this alternative account you can instantly determin that the service codes are correct, this will also indicate that the email is not making it to the users mailbox (or it is being moved).
Will You Be GDPR Compliant by 5/28/2018?

GDPR? That's a regulation for the European Union. But, if you collect data from customers or employees within the EU, then you need to know about GDPR and make sure your organization is compliant by May 2018. Check out our preparation checklist to make sure you're on track today!

jrome3Author Commented:
thanks for the input, the activation email is being sent to Outlook and the blackberry phones. THis email says something to the effect of "do not delete this email, it will be used to activate the blackberry phone."All phones have a data plan, its justt when i try to activate the handheld wirelessly it keeps retrying to no avail.
Gary CutriData & Communications SpecialistCommented:
If the activation email stays in the users inbox it can indicate the BES doesn't have the correct permissions to access the users mail file.  Alternatively if emails in Outlook are being delivered to a PST the BES will not be able to access the email.  The only other issue can be is an anti spam or antivirus application is modifying the email, this may be the removal of the .dat attachment or the subject line, header or body is modified (e.g. This email was scanned by ..)
Gary CutriData & Communications SpecialistCommented:
To test the permissions you can perform the following:

1. Open a command prompt and then type cd C:\Programs Files\Research In Motion\BlackBerry Enterprise Server\Utility
2. Type IEMSTest.exe and press ENTER.
3. Select the BlackBerry MAPI profile then click OK.
4. Highlight the mailbox that is having the issues, click Select, and click OK.
5. Review the test results that are displayed
I know you have data plans on the phones, but just give the providor a call and make sure it is the right data plan.  I have setup many small businesses on BES and most of the time when the phone just sits and never connects, I call the providor and find out that the data plan that is on the phone, does not support BES.  It is usually $10 to $15 per month higher and the users did not need that before so they weren't paying for it.  I have also had some providers tell me that unless the call comes in, and the phones have been on and not using BES, they don't turn that on.  I still say give them a call - it should only take 15 - 20 min and if it is the case will save you a lot of troubleshooting on a working system.
Agree with Klulue123 here... of the handful of BES servers I have set up..this has been the #1 problem, bar none, with activating devices. Wrong data plan on the phone or not activated for data use. Call the cell carrier and confirm. Will probably fix you right up.
Gary CutriData & Communications SpecialistCommented:
Generally the activation email would not appear in the users mailbox as stated above if the device was on a BIS plan.  Also if the device is now functioning correctly after a cabled activation this also indicates that the correct BES plan is applied (can you please confirm that they are functioning correctly?).
All Courses

From novice to tech pro — start learning today.