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Unable to Sync/Activate Device on Newley Created Blackberry Enterprise Server Express for Exchange

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Last Modified: 2012-05-12
Hello Experts,

I Have recently setup a blackberry enterprise express server for exchange within my office environment using the step by step guide below

https://www.blackberry.com/blackberrytraining/web/_content/indexExternal.html?cc=3731382d30323339305f42455358496e7374616c6c&cx=3230393930393136&cl=656e

However when i send a user an activation code or generate an activation email to a remote wireless.  Activation fails on the device with a conecting to server timeout.

In the server settings i have ensured that the "Permit wireless activation in your WIFI environment" box is checked on the OTA Wifi Activation tab.

I have also verified that the server can talk to gb.srp.blackberry.com over port 3101 from the blackberry router tab. - Note i have not opened/routed any other ports in from the external firewall to the Blackberry Server.

With these issues occuring i tried to Activate the users device locally via USB cable and associate the device with a user i get an error stating that the blackberry server cannot find details for the device.


--A little about the environment--

The Blackberry Server is  version 5.0.3.1.3 running on a Server 2003 32bit OS.
The Exchange Server is a Microsoft Exchange 2007 SP1 Server running on a Server 2008 64bit OS
Traffic on All ports is allowed between the 2 servers.
The Phone in Question is a Blackberry Torch

Thank you for your time.

If i can provide any further information which might help troubleshooting please ask.
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Jamie McKillopIT Director
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Commented:
Hello,

Have you ensured that you a have a BES plan on the phone? Note, this is a special data plan you must request from your telco and is not the same as the standard BIS plan they put on BlackBerries.

JJ
The phone itself was previously attached to another BES server from the users previous company.
Jamie McKillopIT Director
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Commented:
So, the user owns the phone and pays for the data plan and that plan was not modified since the user switched companies?

JJ
I will have to check on this, but i believe that is the case
the user has confirmed they are on the same network with the same data plan
the user has confirmed his data plan is Blackberry Internet Services
Jamie McKillopIT Director
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Commented:
That is the wrong plan. You need Blackberry Enterprise Services, not Blackberry Internet Services.

JJ
Is this the case even for BES Express edition?
Jamie McKillopIT Director
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Commented:
Yes. BES Express and BES work the same. You use BIS when you don't have a BES or BES Express server. BIS uses your telco's service, which connects to your Exchange server through the OWA interface.

JJ
the user has advised me they do infact have full Enterprise activation registered on their phone.

Forgive my ignorance on the workings of a bes server.

but my understanding is that the Device to activate will contact blackberry's own servers which will then communicate with my internal blackberry server on port 3103 ?

I can see from my internal server that connection to blackberry on 3103 is working correctly.

The users phone times out when attempting to use the enterprise activation app during the sync process
Jamie McKillopIT Director
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Commented:
Yes, that is correct.

I assume you have set the user up in BES and you have set an activation password. The user is using that password when attempting to activate the phone? Also, have you ensured that mail from blackberry.net is not being filtered by your SPAM filters?

JJ

 
I have set the activation password through the admin web console.

The user is trying to activate with the correct email + activation password combination

should i be recieving email from blackberry.net?
Jamie McKillopIT Director
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Commented:
Yeah, during the activation process the RIM NOC sends an email to the email account. If this doesn't get through, the activation won't succeed.

Have you gone through the troubleshooting steps here: http://us.blackberry.com/support/enterpriseactivation/#tab_tab_troubleshooting

JJ
I can see that the Blackberry Email user account (local) is emailing the user  his activation password but i cannot see any emails back from blackberry.net to either the users email or the Blackberry Email user account. (local).

I cannot see any mail being filted out as spam.

When the user tries to activate using the password he just gets a timeout when trying to find server
Jamie McKillopIT Director
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Commented:
Check to make sure all your BES services are running. Check the event logs for errors.

Is this the first device you ahve tried to activate or do you already have devices activated?

JJ
This is the first device i have tried to activate
Ive noticed alot of errors popped up in the Application Log after restarting the services.

MailStoreExchange::SendEmailMessageBlock - GetReceiveFolder failed, result=0x80040115.

Failed to mail Subject BlackBerry activation password to user@domain.com

{user@domain.com} MAPIMailbox::Construct - Open BlackBerry configuration folder failed

{user} MAPIMailbox::~MAPIMailbox - DeleteAllDeviceSearches (0x00000000) failed

User  not started

SCS::CheckDBforUserConfigChanges - Skip processing as a check is already in progress

[CFG] Controller won't generate userdump files. userdump.exe or cdb.exe were not found..
Googled a few of those error codes, turns out I'd forgotten to apply the permissions to the BESAdmin account.  After applying them and restarting the server, now getting lots of errors  saying that it can't connect to the SQL sever.

In the BlackBerry Server Configuration tool, clicking the Test SQL Server Connection button says that it was successful, but errors like these pop up in the Event Viewer:

IDS_25000               getListBESdatabases: COM Error 0x80004005 - Unspecified error - Source: Microsoft OLE DB Provider for SQL Server - Description [DBNETLIB][ConnectionOpen (Connect()).]SQL Server does not exist or access denied. - Command: getListBESdatabases.
Jamie McKillopIT Director
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Commented:
Make sure your besadmin account has dbowner permissions on the database.

JJ
The bes Admin was not a dbowner of the BESMgnt database.

we have made this change but are still getting the same errors
New errors now:
{DbConfig::setConfigValues} SQL Auth Login not found
{DbConfig::setConfigValues} SQL Auth Password not found

In the BlackBerry Server Config tool, its set to Windows authentication, so it should just pick up the details automatically.
IT Director
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Commented:
When you setup the BESAdmin account in SQL, did you make sure to set it up as a domain account and not a SQL account?

JJ
Yes it was a domain account, which is also an admin account on the local machine.
Appears to be working now, user now has his emails and calender synced.

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