Blackberry Express - Activating a user

Hi all,

 I have a BES Express installation, we have 5 users provisioned on it, all of which were done in the last week.

I have one remote user who I have been unable to provision. No error message on device other than failed to activate.

An excerpt of my MAGT log file is attached.

Any ideas?

Thanks,


[40239] (11/19 14:38:05.831):{0x28D4} {tony@contoso.ca} Still handled by desktop
[40000] (11/19 14:38:05.846):{0x28D4} {tony@contoso.ca} UserControl::UpdateMailboxITPolicy - Updating ITPolicy Information in the user's mailbox.
[30160] (11/19 14:38:05.847):{0x28D4} {tony@contoso.ca} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[30179] (11/19 14:38:06.292):{0x28D4} {tony@contoso.ca} OpenStateDB: calendar sync state not found (0x8004010f) creating new state
[40188] (11/19 14:38:06.393):{0x28D4} {tony@contoso.ca} Conflict resolution set to DESKTOP WINS
[41079] (11/19 14:38:06.425):{0x28D4} {tony@contoso.ca} PagerImp::SaveChanges: changed items = 4, 23, 24, 42, 44, 45, 51, 52, 53, 59, 65, 75, 76, 77, 84, 86, 87, 88, 89, 95 Size = 2841
[40000] (11/19 14:38:06.495):{0x28D4} {tony@contoso.ca} Queued a SWAP_DATASOURCE_ID for the Policy Server
[40442] (11/19 14:38:06.495):{0x28D4} User settings: email=tony@contoso.ca, routing=tony@contoso.ca, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=TWalker, server=contosoSBS (session : 0x039310a8), pending=0
[40367] (11/19 14:38:06.495):{0x28D4} {tony@contoso.ca} User Stats - Msgs: Latency 0s, Sent/Min 0, Received/Min 0
[40702] (11/19 14:38:06.496):{0x28DC} {tony@contoso.ca} Starting message rescan due to user start
[40703] (11/19 14:38:06.497):{0x28DC} {tony@contoso.ca} Message rescan completed
[30000] (11/19 14:38:06.499):{0x28D4} {tony@contoso.ca} Sending data to Dispatcher, size=86, Tag=2453
[40000] (11/19 14:38:06.499):{0x28D4} {tony@contoso.ca} SendToDispatcher, Tag=2453
[40000] (11/19 14:38:06.499):{0x283C} [BIPP] Send data, Tag=2453
[40000] (11/19 14:38:06.500):{0x2838} [BIPP] Received status DELIVERED, Tag=2453
[40000] (11/19 14:38:06.501):{0x2838} [BIPP] Received datagram, Tag=1786
[40000] (11/19 14:38:06.501):{0x2838} [BIPP] Received datagram, Tag=1787
[40845] (11/19 14:38:06.520):{0x28D8} {tony@contoso.ca} SetPIMState - Registering for PIM synchronization (bState=1, bRet=1)
[30416] (11/19 14:38:06.520):{0x28D8} {tony@contoso.ca} Established session with PIM Connector
[40799] (11/19 14:38:06.520):{0x28D8} {tony@contoso.ca} Processed request from PIM Connector: cmd=0x5, Tag=1786
[40279] (11/19 14:38:06.521):{0x28D8} {tony@contoso.ca} SubmitToRelaySendQ, Tag=1786
[40000] (11/19 14:38:06.521):{0x283C} [BIPP] Send status DATA_ACCEPTED, Tag=1786
[40239] (11/19 14:38:06.522):{0x28D0} {tony@contoso.ca} Still handled by desktop
[30160] (11/19 14:38:06.522):{0x28D0} {tony@contoso.ca} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[41079] (11/19 14:38:06.566):{0x28D0} {tony@contoso.ca} PagerImp::SaveChanges: changed items = 96, 97, 100, 101 Size = 0
[40442] (11/19 14:38:06.566):{0x28D0} User settings: email=tony@contoso.ca, routing=tony@contoso.ca, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=TWalker, server=contosoSBS (session : 0x039310a8), pending=0
[40239] (11/19 14:38:06.568):{0x28DC} {tony@contoso.ca} Still handled by desktop
[30160] (11/19 14:38:06.568):{0x28DC} {tony@contoso.ca} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40442] (11/19 14:38:06.568):{0x28DC} User settings: email=tony@contoso.ca, routing=tony@contoso.ca, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=TWalker, server=contosoSBS (session : 0x039310a8), pending=0
[30315] (11/19 14:38:06.569):{0x3BA0} {tony@contoso.ca} Sending data to PIM Connector, size=351
[40279] (11/19 14:38:06.569):{0x3BA0} {tony@contoso.ca} SubmitToRelaySendQ, Tag=2454
[40000] (11/19 14:38:06.569):{0x283C} [BIPP] Send data, Tag=2454
[40793] (11/19 14:38:06.569):{0x3BA0} {tony@contoso.ca} GetConfig request sent to the PIM Connector. Target=GetConfig
[40000] (11/19 14:38:06.571):{0x2838} [BIPP] Received status DELIVERED, Tag=2454
[30384] (11/19 14:38:06.571):{0x28D4} {tony@contoso.ca} Packet has been delivered to PIM Connector, Tag=2454
[40000] (11/19 14:38:06.576):{0x2838} [BIPP] Received datagram, Tag=1788
[30418] (11/19 14:38:06.579):{0x28D0} {tony@contoso.ca} Updated PIM config
[40799] (11/19 14:38:06.579):{0x28D0} {tony@contoso.ca} Processed request from PIM Connector: cmd=0x5, Tag=1788
[40279] (11/19 14:38:06.579):{0x28D0} {tony@contoso.ca} SubmitToRelaySendQ, Tag=1788
[40000] (11/19 14:38:06.579):{0x283C} [BIPP] Send status DATA_ACCEPTED, Tag=1788
[40702] (11/19 14:38:07.048):{0x28DC} {byron@contoso.ca} Starting message rescan due to rescan timer
[40703] (11/19 14:38:07.049):{0x28DC} {byron@contoso.ca} Message rescan completed
[40423] (11/19 14:38:12.583):{0x2354} {tony@contoso.ca} Queuing new mail through notification (external). EntryId=8727
[40724] (11/19 14:38:12.583):{0x3BA0} {tony@contoso.ca} Get record key for this MAPI object, EntryId=8727
[40435] (11/19 14:38:12.583):{0x3BA0} {tony@contoso.ca} Queuing new mail through notification. EntryId=8727. Msgs Pending 0
[40719] (11/19 14:38:12.585):{0x3BA0} {tony@contoso.ca} GetFolderIDFromList No folder ID in list for EntryID
[40282] (11/19 14:38:12.665):{0x3BA0} {tony@contoso.ca} Queuing DATA from network@etp1007.etp.na.blackberry.net, Tag=-1804874648, EntryId=8727
[30083] (11/19 14:38:12.785):{0x3BA0} {tony@contoso.ca} Sent ETP::STATUS to BlackBerry system, Tag=-1804874648
[40700] (11/19 14:38:12.786):{0x28D4} {tony@contoso.ca} Receiving packet from device, size=471, TransactionId=-490128097, Tag=-1804874648, content type=OTAKEYGEN, cmd=0x3
[40000] (11/19 14:38:12.810):{0x28D4} {tony@contoso.ca} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 127877411
[40000] (11/19 14:38:12.810):{0x28D4} {tony@contoso.ca} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 127877411
[30000] (11/19 14:38:12.829):{0x28D4} {tony@contoso.ca} Sending data to Dispatcher, size=89, Tag=2455
[40000] (11/19 14:38:12.829):{0x28D4} {tony@contoso.ca} SendToDispatcher, Tag=2455
[40000] (11/19 14:38:12.829):{0x283C} [BIPP] Send data, Tag=2455
[40000] (11/19 14:38:12.830):{0x28D4} {tony@contoso.ca} *** OTAKEYGEN *** Generating AES256 key
[40000] (11/19 14:38:12.830):{0x2838} [BIPP] Received status DELIVERED, Tag=2455
[41079] (11/19 14:38:12.860):{0x28D4} {tony@contoso.ca} PagerImp::SaveChanges: changed items = 54, 70, 74, 85 Size = 279
[40000] (11/19 14:38:12.893):{0x28D4} {tony@contoso.ca} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 127877411
[40583] (11/19 14:38:12.894):{0x28D4} {tony@contoso.ca} Sending packet to device, Size=251, Tag=2456, TransactionId=-857291817
[40279] (11/19 14:38:12.894):{0x28D4} {tony@contoso.ca} SubmitToRelaySendQ, Tag=2456
[40000] (11/19 14:38:12.894):{0x283C} [BIPP] Send data, Tag=2456
[40279] (11/19 14:38:12.894):{0x28D4} {tony@contoso.ca} SubmitToRelaySendQ, Tag=-1804874648
[40000] (11/19 14:38:12.894):{0x283C} [BIPP] Send status DATA_ACCEPTED, Tag=-1804874648
[40239] (11/19 14:38:12.897):{0x28DC} {tony@contoso.ca} Still handled by desktop
[30160] (11/19 14:38:12.897):{0x28DC} {tony@contoso.ca} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[41079] (11/19 14:38:12.926):{0x28DC} {tony@contoso.ca} PagerImp::SaveChanges: changed items = 91 Size = 8
[40442] (11/19 14:38:12.927):{0x28DC} User settings: email=tony@contoso.ca, routing=tony@contoso.ca, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=TWalker, server=contosoSBS (session : 0x039310a8), pending=0
[40239] (11/19 14:38:12.928):{0x28D8} {tony@contoso.ca} Still handled by desktop
[30160] (11/19 14:38:12.928):{0x28D8} {tony@contoso.ca} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40442] (11/19 14:38:12.929):{0x28D8} User settings: email=tony@contoso.ca, routing=tony@contoso.ca, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=TWalker, server=contosoSBS (session : 0x039310a8), pending=0
[30000] (11/19 14:38:12.929):{0x3BA0} {tony@contoso.ca} Sending data to Dispatcher, size=339, Tag=2457
[40000] (11/19 14:38:12.929):{0x3BA0} {tony@contoso.ca} SendToDispatcher, Tag=2457
[40000] (11/19 14:38:12.929):{0x283C} [BIPP] Send data, Tag=2457
[40000] (11/19 14:38:12.930):{0x2838} [BIPP] Received status DELIVERED, Tag=2457
[40000] (11/19 14:38:12.960):{0x2838} [BIPP] Received status FAILED, Tag=2456
[40941] (11/19 14:39:10.455):{0x28D0} {tony@contoso.ca} Triggering a rescan of 0 public folders
[30421] (11/19 14:39:10.456):{0x28D0} {tony@contoso.ca} Unable to get folders from database for PIM PF Rescan (GetListOfUserFolders)

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LindsayColeAsked:
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junaidITManager, ICT ServicesCommented:
how is the user trying to activate the device? over the air enterprise activation would be possible only if BES service is activated on the device. If it is only bis , he has to attach the device to the computer and do the activation through the desktop management console.

can the remote user access the web desktop manager console remotely?
0
LindsayColeAuthor Commented:
Hey! Thanks for the response.

 I was under the impression that as long as the device has a data plan, it would activate on BES Express. Is this not the case?

The user is a remote user (read: 12 hours away). We do not use the web desktop manager console. I'm still in the process of getting it approved at the company.
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junaidITManager, ICT ServicesCommented:
Over the air enterprise activation will work only for bes data plan and not bis.
0
junaidITManager, ICT ServicesCommented:
Over the air enterprise activation will work only for bes data plan and not bis.
0
LindsayColeAuthor Commented:
But Blackberry Express Server does not require any specific data plan? I was under the impression it only required a data plan.
0
junaidITManager, ICT ServicesCommented:
hi,

BES Express will work using BIS , the only hickup is during the activation, you cannot do a activation over the air. it has to be wired.

if the user is remote, you will have to allow for the web console to be available remotely for the user through changes on your networking side, if not the other option would be to have the data plan upgraded to BES
0

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