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Blackberry handsets not connecting - Bes express 5.02 installed connecting to Exchange 2010 SP1 on separate box

Posted on 2011-05-05
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Last Modified: 2012-05-11
Anybody had this scenario?
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Question by:Michy2010
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Author Comment

by:Michy2010
ID: 35696785
Handset just says retrying
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Mike Sullivan earned 2000 total points
ID: 35704475
OK, are we talking about using Enterprise Activation to activate the devices? If so, there are several things that you can try. First, try connecting the handset directly to the BES with a USB cable and provision the device locally. If the device provisions correctly and functions normally then you know your BES configuration is fine. Next, take a look at how incoming emails are handled. When a BlackBerry is activated wirelessly, it sends an email to the specified email address with an attachment called ETP.DAT. If ANYTHING modifies that email, the activation will fail. So, if you have anti-virus or anti-spam tools that modify the subject line, the body text or the headers of the email, the activation process will not work.

Beyond this, you will need to give me some more detail about your infrastructure, configuration and history of the problem before I can guide you any further.
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Author Comment

by:Michy2010
ID: 35719097
Hi

Yes correct Enterprise Activation to activate the devices and use receiving attachment called ETP.DAT
What specific info about infrastructure do you require. Running Exchange 2010 Sp1, Bes 5.0.2 on VM Windows 2008 R2
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Expert Comment

by:Mike Sullivan
ID: 35719198
Thanks Michy,

Did you try doing a USB activation to test whether it was the configuration of the BES or the transfer of the ETP.DAT file that was causing the problem?
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Author Comment

by:Michy2010
ID: 35720653
Yes I tried doing a USB activation to test but it failed, just says retrying, retryiing on the handset
ETP.DAT file is received by the user.
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Expert Comment

by:Mike Sullivan
ID: 35720685
OK, slightly confused now. If you activate via a USB cable, you should get the brief screen change as the provisioning information is sent to the handset then the handset will prompt you to reboot as the IT policy is applied. After that it will list all of the Desktop services that require synchronisation. At which point in this process are you seeing 'Retrying'?
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Author Comment

by:Michy2010
ID: 35727355
Ok it does reboot for the IT policy says Desktop services and it is synchronising but just takes a long time , should it take longer than 5 min?
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Expert Comment

by:Mike Sullivan
ID: 35727370
Yes. The process can take 20-30 minutes depending on the upstream broadband connection from your BES Server to the outside world.
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Author Comment

by:Michy2010
ID: 35727791
ok i'll just be patient, thanks Mike for you help thus far
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Author Comment

by:Michy2010
ID: 35727797
Do I have to wipe the device if there is a previous IT policy in place?
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Expert Comment

by:Mike Sullivan
ID: 35727826
If it is a policy from an entirely separate system, you will need to reset the handset to factory defaults to get rid of it. If the policy isd from the same server a wipe wil be sufficient.
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Assisted Solution

by:Michy2010
Michy2010 earned 0 total points
ID: 35737331
Connected, the SRP connector was disconnected - this was because one of the other sites also using BES EXPRESS was using my serial keys and activation codes, once the service for that server was stopped then the SRP CONNECTOR CONNECTED

Thanks Mike for your option of connecting the handset as it did work very well.
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Author Closing Comment

by:Michy2010
ID: 35806973
once the service for that server was stopped then the SRP CONNECTOR CONNECTED
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