Cant activate blackberry for BES 5.0.0, first time setup for our business

[jackg]

Hi, I've setup Blackberry Enterprise Server for my business successfully, and this is my first time setup for the business. So here's my setup:

BES 5.0.0 on a windows server 2003
BES standby on windows server 2003
( i can successfully manually failover to the standby and back again in BAS)

I have followed the installation guide and got everything setup correct, local BES permissions, active directory permissions for the BESAdmin account, mail server exchange server permissions all set correct.

I can login to the Blackberry Administration Service and create users and also manage users. The users synchronise with my exchange server so i am able to select users to add the the BAS system.

I have created a test account for myself (Jack.Gilbert@Supanet.net) and have chose a password to set for activation.


MY PROBLEM IS.....


On the companys blackberry curve with BES data package enabled, i am able to get into the BES activation screen. When i type in my email address + password which i set in the BAS, i am unable to activate the user to the device. It will take ten minutes to display an error message "The blackberry Enterprise Server has not responded to your activation request. An error may have occured." and will continue to do so untill cancel activation button is pressed.



I have no antiviruses or firewalls blocking the email attachment file as i am able to send and recieve the etp.dat file from external addresses.

I am also able to recieve a new password from the BAS to the email address by clicking the generate activation email button.

I have tried deleting the user and re-adding it, ive tried various different user accounts and email addresses, and have tried restarting the BES server and Exchange mail server on various occassions throughout this process.

I am also able to have full connectivity to the database server when checking through blackberry server configuration, i also have full connectiivity to the blackberry external services 'router' network test through the blackberry server configuration, displaying the results:

Attempting to connect to :
gb.srp.blackberry.com (93.186.25.33), port 3101
Successful
Attempting to connect to :
gb.srp.blackberry.com (193.109.81.33), port 3101
Successful


The blackberry has good signal showing GPRS with full signal bars at the top but i cant seem to activate users to blackberry Over The Air.

On the activation screen there is an activation

Another problem which is strange is that yesterday i was able to receive the etp.dat attachment from blackberry, but was still unable to activate the device and would give the same error.


Any help will be much appreciated.


Thanks, below is a section of the MAGT log when trying to activate using a test user (bestest@supanet.net)




[30000] (11/16 10:09:56.272):{0x1790} {bestest@supanet.net} Sending data to Dispatcher, size=381, Tag=382
[40000] (11/16 10:09:56.272):{0x1790} {bestest@supanet.net} SendToDispatcher, Tag=382
[40000] (11/16 10:09:56.272):{0x191C} [BIPP] Send data, Tag=382
[40000] (11/16 10:09:56.272):{0x19B0} [BIPP] Received status DELIVERED, Tag=382
[41079] (11/16 10:09:56.272):{0x1790} {bestest@supanet.net} PagerImp::SaveChanges: changed items = 70 Size = 0
[40000] (11/16 10:09:56.287):{0x1790} {bestest@supanet.net} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 1441782190
[40000] (11/16 10:09:56.287):{0x1790} {bestest@supanet.net} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 1441782190
[30000] (11/16 10:09:56.334):{0x1790} {bestest@supanet.net} Sending data to Dispatcher, size=379, Tag=383
[40000] (11/16 10:09:56.334):{0x1790} {bestest@supanet.net} SendToDispatcher, Tag=383
[40000] (11/16 10:09:56.334):{0x191C} [BIPP] Send data, Tag=383
[40000] (11/16 10:09:56.334):{0x1790} {bestest@supanet.net} *** OTAKEYGEN *** Generating AES256 key
[40000] (11/16 10:09:56.334):{0x19B0} [BIPP] Received status DELIVERED, Tag=383
[45050] (11/16 10:09:56.334):{0x1DA8} DBNS: DbObject=200 by [MAGT]
[41079] (11/16 10:09:56.365):{0x1790} {bestest@supanet.net} PagerImp::SaveChanges: changed items = 70 Size = 25
[40000] (11/16 10:09:56.365):{0x1790} {bestest@supanet.net} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1441782190
[40583] (11/16 10:09:56.365):{0x1790} {bestest@supanet.net} Sending packet to device, Size=250, Tag=384, TransactionId=-826046669
[40279] (11/16 10:09:56.365):{0x1790} {bestest@supanet.net} SubmitToRelaySendQ, Tag=384
[40279] (11/16 10:09:56.365):{0x1790} {bestest@supanet.net} SubmitToRelaySendQ, Tag=-1959954445
[40000] (11/16 10:09:56.365):{0x191C} [BIPP] Send data, Tag=384
[40000] (11/16 10:09:56.381):{0x191C} [BIPP] Send status DATA_ACCEPTED, Tag=-1959954445
[40000] (11/16 10:09:56.381):{0x19B0} [BIPP] Received status CANCELLED, Tag=381
[40239] (11/16 10:09:56.381):{0x1790} {bestest@supanet.net} Still handled by desktop
[30160] (11/16 10:09:56.381):{0x1790} {bestest@supanet.net} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40442] (11/16 10:09:56.381):{0x1790} User settings: email=bestest@supanet.net, routing=bestest@supanet.net, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=bestest, server=PANDORA2 (session : 0x01b52828)
[40239] (11/16 10:09:57.381):{0x1790} {bestest@supanet.net} Still handled by desktop
[30160] (11/16 10:09:57.381):{0x1790} {bestest@supanet.net} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40442] (11/16 10:09:57.381):{0x1790} User settings: email=bestest@supanet.net, routing=bestest@supanet.net, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=bestest, server=PANDORA2 (session : 0x01b52828)
[40579] (11/16 10:10:26.098):{0x1CFC} CDO helper 01910B20 closing after 300 seconds of idle state
[40577] (11/16 10:10:26.692):{0x1CFC} CDO helper 01910B20 stopped

[Tiassa]

What are you using for a mail server? How is that connected to the BES? Also did you set up a user in BAS with the e-mail address you are trying to use?

[jackg]

Mail server is an exchange server on windows 2003 server, (pandora2) it is connected to the BES over our network domain (OFFICE.internexusgroup.co.uk) and yes i created the user in the BAS with the correct email address before activating OTA via blackberry curve.

[nfoman]

Just some quick thoughts, have you tried wiping the device completley then retrying? Have you tried any other device? If so, not that it should matter, update the OS on the BB? Try and connect the BB directly to the server if possible and activate

[jackg]

Have tried wiping the device many times,

have hard reset it also,

BB os is the latest one for this model as far as i am aware (v5.0.0.1036 platform 5.2.0.104)

The server is located in another building so i have tried connecting through my desktop which will activate myself over BES with my exchange account email address but when i try to send a new message or recieve email messages using the blackberry it shows a red cross error which signifies that i am not connected properly to our BES server.