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Blackberry not activating on BES

Posted on 2013-01-07
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Last Modified: 2013-01-12
Our company is going through an email transition (company was sold and we are moving to the new company's email/BES).  I've gone through the process of adding devices to the new BES (wiping the device, adding them to the BES, going through enterprise activation).  I've done this on at least five different devices (including my own) and have had no problems.  There is one device linked to one user that just will not activate.  It gets stuck on "Contacting server".  I've contacted Blackberry on this and they suggested wiping the device to factory defaults.  I did that and still the same result.  So I switched devices (called VZW, switched devices).  Still nothing.  SO I thought I'd try it on the old BES (the one that is eventually being decommissioned).  Didn't go through, BUT I saw it get caught by the spam filter.  So I asked that someone check the spam filter (I don't have access to it).  I was told it was not there.  Thinking it was maybe the user account, I added a test account to the BES and tried to activate it on the device.  Still nothing.  I know the device works because it will attempt to activate on another BES, and while I'm told there's nothing in the spam filter, it worked with no problems for every other user who switched BESes.  Suggestions?
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Question by:Winstink
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LVL 15

Assisted Solution

by:jerseysam
jerseysam earned 300 total points
ID: 38751550
I would wipe the device.

I would then remove the user from BES.

Then add the user again and set a new activation password on the BES. Make sure you type it twice for validation (I have made that mistake). resend service book etc.
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LVL 11

Assisted Solution

by:sysreq2000
sysreq2000 earned 300 total points
ID: 38751737
Do you have physical access to the BES server? If so try connecting the device to the server via USB and set it up that way. I've had a similar problem to what you're having a couple of times and connecting the device by USB has always worked. Once it's activated by cable I never had any problems with the device working normally.

Sorry it's been too long so I don't remeber precisely the steps, but once you connect the device go into BES local ports tab and the device should show there. Then you provision device I believe and it should work.
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LVL 2

Accepted Solution

by:
Winstink earned 0 total points
ID: 38751950
I ended up attaching it to another PC, and configuring the desktop manager software, and it acticated that way.
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Author Closing Comment

by:Winstink
ID: 38769722
I didn't have physical access to the BES (it's virtual) but I did connect it to another machine, and before wiping it I was able to activate it via the desktop manager.
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