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Blackberry not activating on BES

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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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.