BES-activated handset: Connected to [e-mail address] ... no

[TorqueDog]

Hey guys and gals,

I'm running BES 5.0 with all the latest and greatest maintenance releases/service packs, and I've got ~23 shiny new Bold 9700 devices on the server just working beautifully.

Except this morning, one of the girls in our office is not receiving e-mail on her handset.

A diagnostic report comes up with the following:
Radio Data Activation: Yes
Signal Level: -70 dBm
Radio Access: UMTS
Network: Unknown <-- Telus' HSPA+ network
IP Address: 10.x.x.x
ICMP Ping Echo: No
----
BlackBerry Registration: Yes
Connected to BlackBerry: Yes
BlackBerry PIN-PIN: Yes
----
Server Name: SXXXXXXXX
Email Address: leanne@domain.com
Connected to leanne@domain.com : No


I've had the user pull the battery, I've attempted a re-send of the service books, and the next step from there I'm thinking is to regenerate the "Desktop [SXXXXXXXX]" encryption key in Security Options > Information.


Any other steps you guys can recommend in resolving or troubleshooting the issue, short of wiping the device?

Appreciate the help, thanks!

[silly_walk]

It would take you less time to wipe and reactivate at this point.

[TheScionicMan]

I would just try to activate it again. Also, if you can do a quick reboot of your BES beforehand, that seems to help with activation issues.