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Blackberry Enterprise Activation Problem

I have a new BES 4 server installation and have successfully activated one Blackberry device. The device has all the appropriate policies and is syncing all mail and calendar items from Exchange with no issue.

I now have another user that wants to sync their Blackberry to the BES server, but when the device tries to active after I sent the activation email and password, it just gets hung up and says "retrying" but never actually completes the activation.

There are no error messages on the device so I don't know how to troubleshoot this issue.
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DVation191
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DVation191
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1 Solution
 
MesthaCommented:
The first thing to check is whether the activation message actually arrived on the server. If the user got something in their mailbox then that is a good sign.

However do check that the user has BES enabled on their account with the mobile phone provider. Blackberry comes in at least two versions, and you need to have BES specifically enabled.

I have also seen the activation email get blocked by antispam filters, so you may want to check that as well.

Simon.
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DVation191Author Commented:
Yes, the user received the activation email.
I'll see if we can follow up on the Blackberry activation through the wireless carrier.
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MesthaCommented:
If the user received the activation email, then I think that means BES is enabled with the mobile phone company.
Seeing the message normally means the permissions aren't correct for the besadmin account on that mailbox and BES didn't "see" the message. You shouldn't have seen the activation email, it should have been picked up by the BES.

Simon.
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jderaCommented:
Check with the carrier if they have the appropriate enterprise data plan.  This would stop activation.  If they have the correct plan, then step 2 would be to activate the new bb with the usb cable hooked to the bb and BES.  If that fails, then let us know as there are a few other things that can be checked.
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Gary CutriCommented:
If you want to quickly get the user up and running you can connect the device directly to the BES via USB, then in BlackBerry Manager right mouse click the user and select Assign Device.  Once the device is activated you can test to see if it work wirelessly, if it fails contact the carrier as mentioned above and have them check that the account has a BlackBerry Enterprise data plan.
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DVation191Author Commented:
If the account wasn't set up right with the carrier, will a activation via usb work? Will the device be able to sync? Or should I expect activation to work (because it's connecting via usb) but not syncronize using the cellular network?
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Gary CutriCommented:
The activation will still work via USB if the carrier hasnt got the correct plan assigned to the account.
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DVation191Author Commented:
Turned out that although the user insisted she had the BES plan, we found out she did not when we contacted Verizon. Problem solved! Thank you.
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