BES Upgrade Issue - Need my crackberry back!

[Tacoma10]

Hi All,

Will preface this with I am not a BES admin, but rather a business user of a corporate Blackberry.

Her's the deal - our IT guy upgraded our BES from 4.1.4 to 4.1.7 this week to get additional features to the user on the handheld, mainly seperate BES inbox, HTML, and remote search capabilities. From my research, 4.1.7 gets us all of those features.

Aparently the upgrade went well and the service books were pushed out; however, no change occured on any of the handhelds on the service - still only plain text, no seperate inbox, etc. I tried rebooting the handheld and even re-activated enterprise.

IT claims they did everything correctly but have given up - I have not.

Any suggestions on what we may be missing here???

Appreciate any help.

[silly_walk]

Do you have your versions right (the 4.1.4, 4.1.7)? I ask because, AFAIK, the HTML mail only happened in BES5. If I don't remember correctly, the issue would be what version OS you are running on your BB.

[Tacoma10]

Yes - versions are correct. Doing a quick search, 4.1.5 was the first version that had HTML. The BB is the Tour and up until recently was on the same version of BES that had all the features - worked fine. BB OS should not be the issue here.

The deal was, we were running two BES servers (one was 5.0 and one was 4.1.4), and IT picked the older version to run the company off of and upgraded it to 4.1.7 and nothing happened.

What does 5.0 have that 4.1.7 does not have from a feature perspective to the BB user?

[eBoyDog]

What version of device OS do you have on the devices?

You need at least 4.5 on the device along with BES 4.1.5 or higher to get HTML viewing on the device.

BES 5 introduces several new things like remote file access (Access to MS Shares, Samba), multiple contact folder from the desktop email app, all web based admin and user web desktop manager.

I move my users inbetween 4.1.x server and 5.0.x servers all the time and they normally see very little if anything

[Tacoma10]

Thanks for the reply eBoy.

Mostly Tour 9630s; v4.7.1.40 (Platform 4.1.0.4). All the device users care about are: 1) HTML, 2) Seperate BES inbox on handheld and 3) remote search of exchange mailbox from device. None of these currently are working.

What do you recommend I go back to IT with to get this fixed?

[eBoyDog]

The issue might be a simple as: On you device when you go into messages, go into options, then email settings and make sure that HTML email is enabled. That's also were you can set seperate inboxes for email (seperate from other email account and SMS messages) which I think that's under general options rather than email settings but it's in there.

There is a possiblity that this is disabled from from the BES and if that's the case then you IT folks are the only ones that can help.

[Tacoma10]

There is not an option for 'HTML email' when the 'desktop' (BES) email folder is selected. Also, the option to seperate SMS from email is enabled on the device and IT claims that it is also enabled on the BES server side.

This is frustrating. I am ready to get a Blackberry tech support person in here to do the work.