BES & Exchange

[sonant1]

Hello,

I just took over administrating a BES server with MS Exchange at my company. We're a small company with about 20 users and fairly basic setups (no IT policy configuring, etc).

One of my users suddenly stopped receiving email on her blackberry. She can send mail, but when she receives a message it shows up in her Outlook but not on her phone (Bold 9700).

I've gone into Blackberry Administrator and selected "reload user" and also in email setup on her phone and walked through that wizard again. After doing that I received one email on the phone from the Activation Server saying "Congratulations, you have successfully set up <user>@<email.com> with your Blackberry device" but it is still not sync'ing up with her Exchange mailbox.

Any suggestions would be greatly appreciated!

[sonant1]

After completely reloading the user's Blackberry, it seems to be a password issue. When I try to set up her email it keeps telling me the email address or password is invalid. We are tied to Active Directory, and I know her account and password are okay because her PC logs onto the domain just fine. I've tried resetting the password a couple of times, to no avail.

Still hoping for suggestions...

[PaintDrinkingPete]

First thing I always try is a battery pull of the device, which will usually fix the "device isn't getting emails" issue. If it doesn't, then I'd do this:

Do a security wipe of the device (back it up if necessary)
Remove the user from the BES server
Re-add the user to the BES, and set the activation password
Once the device comes back up after the wipe, select "Options --> Advanced options --> Enterprise activation" and follow the steps, using the activation password you setup on the server.
That should get you working again.

[sonant1]

This was probably simple & stupid to most BES admins, but it was a lifesaver for me. Thanks for taking the time to help a newbie admin, Pete.

[PaintDrinkingPete]

No problem, I hope you got it working again!

[jevbrowser]

I hate to rekindle such an old thread, but I can't find a thread that more closely matches my problem. My company is using MS Online Services Exchange server to serve mail. I successfully setup my work email account on my BB 8330, but it only delivers messages sporadically to my BB. It will deliver some messages, but not all. This is very problematic (and wierd). It sounds like a "leave messages on the server" type issue. But I can't configure that in my Outlook because the account is not POP3. Rather it is MS Online Exchange server that is serving the email. What can I do to fix this?
thanks.