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Help with a few Blackberry Problems

Posted on 2010-11-29
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Last Modified: 2012-06-21
A user of mine has a Blackberry Bold from Verizon.  Prior to bringing the phone to me, he had configured his personal email account and made some other setting changes.  When he brought the phone to me to get setup on our BES the first thing that I did was a wipe of the phone.  After the wipe, I got the phone setup on  our BES and the phone started to pull in his email and contacts.  I thought all was good.

After the long weekend, he brought the phone to me and stated that he cannot get online with the phone.  I attempted to access the internet (using the blackberry browser) and I am prompted with the message "Unable to connect to the selected mobile data service..."  When I change the browser to "internet browser" then I can get online.

Also, when an email is sent to his work account it shows up on his phone and within Outlook (using Exchange 2003) as it should.  If he deletes the message from his phone then it is also removed from Outlook as it should.  However, when he deletes a message from within Outlook it is never removed from his phone.

Can someone help me with why his phone cannot get online using the blackberry browser and why his email messages are not being deleted on the phone?
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Question by:csimmons1324
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Accepted Solution

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dlan75 earned 500 total points
ID: 34233241
Hi,
try resending service books to the unit and the itpolicy
if still not working then try to reactivate the phone.
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Author Comment

by:csimmons1324
ID: 34233623
To reactive the phone do I need to remove the user from our BES first?  Or do I just assign a new activation passord for the user within BES and go through the steps on the phone to do the enterprise activation?
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Author Comment

by:csimmons1324
ID: 34233722
I just did a reactivation (without deleting the user from BES) and I am still experiencing the same problems.  I do not have these issues with any of my other blackberry users.
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Expert Comment

by:dlan75
ID: 34233876
wipe the unit before activating the user again
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Author Comment

by:csimmons1324
ID: 34234325
I did a wipe of the blackberry and reactivated the user.  I am still getting the same error message when trying to access the internet using the blackberry browser.
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LVL 12

Expert Comment

by:dlan75
ID: 34237429
Hum sounds weird, can you call the provider and ask them to resend service books? Check the BB option and data plan also
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Author Comment

by:csimmons1324
ID: 34240054
Ok....I think that I am slowly narrowing down the problem.  Up until now, all of our Blackberry users were outside salesmen and I have never touched one.  Not being a Blackberry user myself, after setting up the BES and getting our outside sales guys connected to the server I simply assumed everything was working properly.  I just spoke with an outside sales guy and it turns out messages are not deleted on his phone either.

I am not thinking that the problem lies with a configuration setting on the BES.  Since I did not change any settings on the BES after installing the software where would I begin to look to make sure bidirectional deletion is set in the policy?
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Expert Comment

by:dlan75
ID: 34240676
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Author Comment

by:csimmons1324
ID: 34242771
dlan75,

Thanks for your help.  As for the email not being deleted on the Blackberry...as it turns out the user was deleting the email message from his inbox in Outlook and then immediatly deleting the message from his deleted items folder (basically a hard delete).  The phone was unable to pick up the move of the email into the deleted items folder quick enough; therefore, just leaving the message on the phone.  To fix the problem, I enabled hard deletes on the BES.

As for the lack of internet access on the phone using the Blackberry browser, it turned out that the BlackBerry MDS Connection Service was set to start automatically but it never turned on.  I simply started the service and everything worked.  

The outside sales guy that I mentioned earlier, when I had him test his phone there is the possibility that he didn't want long enough for the reconcile to happen or he also did a "hard delete."  As of now, with the one device that I have in house it appears to be working properly.
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Author Closing Comment

by:csimmons1324
ID: 34242802
While dlan75's answer did not correct my problem it definitly put me on the right path to troubleshoot my issue and he helped as best as possible with the info given to him.

My post above explains exactly how I resolved my two issues.
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