BlackBerry Bold - Won't talk to BES

[NVMY03ION]

I have a BlackBerry Bold sitting on Verizons network that I cannot wirelessly activate. I've set the activation on the BES Server, I've deleted and readded the users profile, it just times out looking for the BES Server. Called Verizon they said call BlackBerry. UGH.

Any Ideas? BES is running 4.1

[TMFoughty]

What level of data plan do you have with Verizon?

[NVMY03ION]

Originally Posted by TMFoughty

What level of data plan do you have with Verizon?

Corporate Data plan. He pays the extra money for the enterprise plan. First thing I speculated also

[MobileMadness002]

Is the user hitting your servers at all, does it appear in the logs? Most carriers will wash their hands once the BB is able to hit the internet and browse fine. However they will almost always offer to transfer you to RIM if they are not able to resolve the issue either. Has the user wiped their device, that might be needed.

[NVMY03ION]

Originally Posted by MobileMadness002

Is the user hitting your servers at all, does it appear in the logs? Most carriers will wash their hands once the BB is able to hit the internet and browse fine. However they will almost always offer to transfer you to RIM if they are not able to resolve the issue either. Has the user wiped their device, that might be needed.

Not sure I haven't checked the logs. I don't see a pin associated with the device so I can only assume they aren't hitting it as of yet.

I've considered wiping the device but the problem is its brand new out of the box?

[silly_walk]

Check that the email from RIM is not getting stopped at the spam filter. It needs to hit the user's mailbox before activation can continue.

[eBoyDog]

Originally Posted by silly_walk

Check that the email from RIM is not getting stopped at the spam filter. It needs to hit the user's mailbox before activation can continue.

Yes, make sure te ETP message is making it in from the internet, it should appear for a moment in the desktop client and the BES take it's it away.

What to the logs on BES say? If you are running BES 5, you should be able to into the web admin interface and view completed, pending or failed activations which will tell you a little more.

Are you getting any messages on the device when you try to activate indicating that it's at least starting the activation?

Try local activation with USB cable from the server or PC if you have web desktop too... If this is a replacement BB, I will bet the carrier didn't transfer the BES data plan to the replacement device, I see that ALL the time, I never take the carrier's word on replacement BB's that the ALL the service plan has been transfered to a replacement device.