9900 Blackberry wont contact BES

Posted on 2012-09-18
Last Modified: 2012-10-05
I have 1 blackberry on T-Mobile that wont contact the BES that is hosted through Office 365. Office 365 doesn't report any service health issues. I have defined a new activation password and tried to reconnect the device. I've also deleted the user on the BES server and recreated it with a new password. No luck.

This started happening in the early morning and was working and then suddenly dropped.

Question by:Brohodin
    LVL 14

    Expert Comment

    by:Justin Yeung
    when you click on activate under enterprise activation

    what do you have.........
    does it only show "contacting server"
    or do you have an error message?

    The most important, check if the phone is provisioned in BB network..........

    Author Comment

    It is provisioned, it's giving a message that It's unable to connect to the blackberry server but again, all the other phones do fine in the same office and it has perfect 4g and wifi signal.

    LVL 14

    Accepted Solution

    Hi Brohodin,

    This sounds suspiciously like a network tariff issue. The best test for this is to try and send a PIN message directly from the affected BlackBerry to another. If the PIN message delivers fine, then the BlackBerry is correctly connected to the data network HOWEVER if the tariff is only set up for BIS (rather than BES) then wireless activations won't be possible unless you use the RIM Enterprise Activation app from the App World.

    If the PIN message doesn't work at all, contact your network provider.

    Hope this helps,

    LVL 14

    Expert Comment

    by:Justin Yeung
    change the connection from 4G/3G to 2G and run the enterprise activation.
    LVL 28

    Expert Comment

    Have you tried removing the battery and SIM card and putting it back together to do a "cold boot"?

    I've had this fix quite a few blackberry connectivity issues.

    Author Closing Comment

    Thanks, that was it

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