Refurb device won't activate with BES

[reaxer]

Hi everybody,

we're using hosted services from Apptix. we've recently got a refurb (used? not sure, definitely refurbished) device (BB 8900) which just fail to activate. Everything is just okay on both Apptix and carrier sites since once we try a different device with that same user and that same sim - it activates just fine.
now we've like 4 such a devices up to now. one is 8300, others are 8900s (TMO, USA)

We've two open incidents both with Apptix and RIM, but since that is a hosted service, guys at Apptix will not allow guys from RIM to access the BM logs... tough luck

Does anybody know what could it be?
Also, can anybody issue a dummy user activation credentials at their server to get the logs?

Thanks.

[sam2500]

You may want to try removing the user from BES and the users settings. Then wipe the device and reactivate the user.

[GlenB]

Try removing the BES user account and ask Apptix to run the handheldcleanup utilitiy prior to adding the user back onto the BES.

[reaxer]

I'll do that. Just wonder why do all the new brand new devices activate just fine, but these refurb - stuck on Activating user...

thanks

[GlenB]

Whats the history behind the devices, could it be they are from another region? If so, do Applix need to download a fresh copy of vendor and device.xml from the RIM support site?

[reaxer]

nope, 3 TMO USA BB 8900, and one ATT USA BB 8900 - all used, then refurbished, then landed at our company

[GlenB]

The you may struggle to get a resolution unless Applix will work with RIM. Surely they could extract the relevant log entries for just one user (the unix grep command springs to mind) and then send just the pertinent log data to RIM?