Blackberry Professional Software for Exchange User changed now BB not able to send/receive

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pnrhait,
I'm a newbie to blackberries, so please forgive my ignorance.

If I delete the user will I have to painstakingly have to reinstall the user? Should I write down some of the user settings for when I recreate the user? If so, which ones?
thanks,

ASKER

Also, the BES can communicate with the devices. In BES I am able to right click the user select "send message" then I'm given a choice of "email" or "by PIN" they can receive both. They just can't seem to get any data from the exchange server.

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omic_admin

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I only have 3 devices, so I'll write down everything from the users setting I can find. Delete user, then recreate. Then send the activations.

I'll let you guys know what happens.

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bigintegration

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bigintegration,

Yes I meant MAPI (sorry fat fingers).

So, the concensious of the group is to delete and recreate the users in the blackberry professional software. And you guys think this will resestablish the connection between the exchange server and the blackberry software?

Seeing as the devices are communicating with the blackberry software, but not the exchange server seems to me to be a connectivity problem between the exchange and Blackberry professional software.

I'll delete one of the users and recreate it and see what happens. Wish me luck.

ASKER

OK, so I deleted one of the blackberry software users and now I can't recreate it. I go to add the user and an error message pops up saying.

"the number of users selected exceeds the number of licenses available. Please select a fewer number of users to add."

I waited 20 minutes and still couldn't add. Rebooted the server and same thing. Went 7.5 hours later still not able to add a user.

ASKER

BTW, I have 4 licenses. I had 4 users. I deleted the user icon for someone who no longer works here and then delete the user I wanted to recreate. The license Management shows 4 licenses total and 4 licenses used. Is there a way to force the license manager to release the unused licenses?

When in the Blackberry manager click on your blackberry server, on the top tabs you will see users pending delete, click the tab. If your users are still in there you can manually purge them out of the system to free up the licenses.

To make sure about your licensing please click on the Blackberry Domain, click the Global tab, Under Account on the right hand side you will see License Management, open this and under the status it will tell how many total licenses as well what is used and still free.

It could be that all of your CALS are in use right now.. As well sorry but I thought there were Blackberry's that were working and these are just new ones. I am getting slightly confused can you please tell me how many blackberry's are currently working?

ASKER

I have 3 BB devices. None of them are receving data from the exchange server (calendar, email, etc). I can send messages to the devices via the PIM. I can also send the IT policy and can send a new activation.

ASKER

Here's a new wrinkle. I deleted one of my users to recreate them, but the licensing won't let me recreate them. it seems to think the license is still in use. The user no longer shows up in the user list, but I can do a "find device" and find the user account in the search list. When I click on "go to user" it takes me back to the user tab in BB software mgr, but that user isn't listed.

So when you go to 'users pending delete' tab are they showing up or have they been purged?

Lets look at the permissions. Your Besadmin account have a mailbox attach to it needed for the MAPI profile?

Mine I have it setup has a domain user but is a local admin on the Server?

When you try to add a new user can you access anyone in your GAL?

Blackberry Server Configuration ' database connectivity ' is your database on the same server and what is your authentication set to?

I am starting to lean more to it being an issue with MAPI profile, please make sure you right down your SRP Authentication Number and Identifer just incase a rebuild is a quicker solution as well as your CALS.

SOLUTION

omic_admin

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All, thanks for all your help.

I ended up contacting Blackberry support and they wanted $249 per incident, but the gal I spoke with told me to contact Verizon Wireless and have them escalate me to Blackberry support. So, I wouldn't have to pay the incident fee.

blackberry support basically walked me through uninstalling, rebooting, reinstalling, rebooting and finalizing the install. We had to change delete the BESAdmin username and create a new BBAdmin account. Basically, we scorched Earthed the install and recreated everything.

My licenses now show 3 in use and are no longer locked in a state of 4 users. one device appears to be passing data back and forth, one device is "initializing" as I type this and the third device is turned off on a flight somewhere over Nebraska.

Whereas I think this problem has been resolved I won't know until tomorrow morning.

ASKER

UPDATE: All seems well, but I still have the one user that I deleted and recreated in a state of "initializing". She is unable to initialize from her blackberry. It just times out. I'm going to call Blackberry support on Monday, but if anyone can figure out how I can initialize her device from the server (she's out of town) before Monday - I'll give you the points.

You can go over top of the user and right click, send activation to Blackberry, this will send them the activation to the mailbox