BES5 won't specify new device password and lock device

lund · Thread Author #1 10-21-2009, 03:16 AM

For some reason I cant specify device passwords from the BES5 server or lock the devices.

When entering the new device password, everything seems to work fine but the device never locks up and the password remains unchanged.

I have tried several phone models and OS versions with the same results, any ideas as to what can cause this?

GlenB · #2 10-21-2009, 04:16 AM

Have you checked last contact time?
What device firmware version are you using?
Have you checked the logs, looking for this user/pin/date/time to see if any errors are records?

lund · Thread Author #3 10-21-2009, 04:27 AM

I've tried on both firmware 4.7.x and 5.0.0.238, I haven't checked BES logs yet as they are quite excessive..

BTW, where can i check last contact time in the BAS web interface?

GlenB · #4 10-21-2009, 04:35 AM

Last contact time should be in the user properties.

I would look in the dispatcher log (*_DISP_*.txt) for the day you tried it - narrow it down by time and then look for the user or PIN of the device

lund · Thread Author #5 10-21-2009, 07:10 AM

Thank you, will check this out and get back to you.

lund · Thread Author #6 10-21-2009, 07:14 AM

OK, stupid follow up here:

The user properties can be found where in the BAS web gui?

When i search up my username under quick user search I find general info under the "User Information" tab like Username, User ID, associated PIN etc but no Properties page..

The closest thing i get is the component information tab under manage users, but this only indicates association date et but no last contact time ....

BTW, if i click on the "asssociated PIN" link under the User Information tab when i manage a user I get a message saying "The request could not be completed." - is this something to worry about?

lund · Thread Author #7 10-21-2009, 07:47 AM

Here are the lines in the DISP log that appear every time I try and set new PW and lock device:

Code:

[30518] (10/21 14:42:57.908):{0x20E4} [BIPPe] {User Name} Forwarding data to ext service (ITADMIN), size=46, extTag=63519, Tag=2818548
[30339] (10/21 14:43:08.501):{0x1690} {User Name} Forwarding AGENT_SYNC data to external service, size=319, intTag=32270, extTag=63520
[30388] (10/21 14:43:08.501):{0x1D80} [BIPPa] {User Name} Forwarding status to BES Agent (T27350164_001), intTag=32270, extTag=63520
[30340] (10/21 14:43:08.501):{0x20D4} [BIPPa] {User Name} Forwarding agent_sync data to BES Agent (T27350164_001), size=2019, intTag=32552, extTag=10557
[30316] (10/21 14:43:08.516):{0x2094} {User Name} Forwarding status to external service, intTag=32552, extTag=10557, Status=1

GlenB · #8 10-21-2009, 11:12 AM

Hi Lund

I dont have access to a BAS interface on BES 5 today - on 4.1.6 you just clicked on the user and it displayed all the properties in the bottom pane.

Your dispatcher logs done indicate any errors. Are you seeing any other events for this user in the other logs during this time frame - I would check the the IT Policy log (_POLC_), Sync (_SYNC_) and Controller (_CTRL_). If none of these show any errors then I would be tempted to escalate through your carrier to RIM.