BES 10 Activation for a Blackberry Z30 Smartfone

Posted on 2014-03-22
Medium Priority
Last Modified: 2014-03-24
Hi, I have a new install of BES 10 running on a server, I can add a user from our domain using Universal Devise service.

The user does not then appear in the Blackberry Administration Server user listing, I am thinking that they will appear once activation has taken place.

I have a Blackberry Z30 smartfone, the user has been generated  an activation passphrase.

On the handset I cannot find the enterprise activation option, I add the user email address and then there is a password field but nothing for BES 10 activation!

I cannot use Active Sync within our environment due to being regulated.  I have googled but nothing at all gives any clue why  might be having an issue.

I need a BES 10 guru to assist please, is there anyone in Experts Exchange able to help?

Many thanks in advance.
Question by:mercuriousu2
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39947509
The user should appear in the Blackberry Device Service immediately. Do you have other Blackberry 10 devices? Did you set the server to send an email with the activation code? Did you receive it?

The Activation is under the advanced menu of the email accounts - labelled Work Account. You need the email address, activation code and server address (usually starts S and then some numbers).


Author Comment

ID: 39947703
Hi Simon, thanks for that info.

Although I added the user into the universal GUI, they did not appear in the BB device Service.  Their account did received the activation email, but I was stuck in trying to find how to activate the handset.

By going into the advance menu on the handset I could see the additional activation area.
I tried to activate the account and it failed.

I went back into the Device service, added the user myself.  Went back onto the handset and it went through and activated!

Looking at the Universal GUI it still shows as waiting for activation?

The handset created the workspace, but unfortunately there are no contacts or work emails anywhere in there.  Any ideas on how to propagate the email etc.,  I can't use Active Sync as it would leave our company uncompliant.

It seems as if the Universal interface and the device service are not connected for some reason.  I did not set this all up and the 3rd party company who did was very unsure it appeared and left the install in what could be deemed a “Vanilla” state.

LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39947760
Have you setup a mail profile in the Blackberry Service? You have to use ActiveSync for the final connection, that is a link between the Exchange server and the BES Server.

You should also check the configuration in UDS to see that it has the correct information for the BDS.


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Author Comment

ID: 39948736
Hi, I set the email profile up and then tried to finish off the activation with adding the ActiveSync details of the user on the smart phone.

I got an error that stated: this email account cannot be added because your company manages all accounts!

When I googled this just now I found these details below on a BB KB article (KB34326)


When attempting to add an Exchange ActiveSync account with the same domain as a work account on the BlackBerry 10 smartphone, the following message is displayed:

This email account cannot be added because your company manages all accounts that connect to <company domain>.

Back to top

To enhance security of the domain specified for use with BlackBerry Enterprise Service 10, it is no longer possible to add an Exchange ActiveSync account with the same domain as the work account. This allows the administrator to ensure all accounts for the specified domain are secured with the same IT policy created by the organization.

This feature has been implemented on BlackBerry 10 OS version 10.1.

Back to top

This is by design and operating as intended.
When you mentioned this:

"You have to use ActiveSync for the final connection, that is a link between the Exchange server and the BES Server"

Did you mean this needs setting up on the BDS, if so could you let me know where as it looks as if it couldn't of been on the smartphone??

Also where should I look in the UDS to see that it has the correct information for the BDS???

Thanks in advance
LVL 63

Accepted Solution

Simon Butler (Sembee) earned 2000 total points
ID: 39948762
That wasn't what I was referring to.
I was referring to a mail profile in BDS.

This KB article explains how to configure it: http://www.blackberry.com/btsc/KB32776

I also believe it is in the documentation for the BES 10 setup.

You don't have setup ActiveSync on the device itself - if you have done that then remove the account, it isn't required.


Author Comment

ID: 39948918
Hi, (success)

I had not added the new email profile to the new user, after re-activating the handset the email account was added and after what seemed an age the emails started to flow!

Still not too sure what this meant "You have to use ActiveSync for the final connection, that is a link between the Exchange server and the BES Server"

But just happy to get one account working, I have submitted another ticket to address the other issues to save going too far off subject on this request.


Many thanks for your assistance over the weekend :-)

LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39950006
I meant what I said - the link from BES 10 to Exchange is over ActiveSync. It doesn't use MAPI. Therefore you have to be careful if you are going to restrict access to ActiveSync, as it can block the use of BES.


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