Need Help With Enterprise Activation on BES

[walabe16]

I am trying to swap out a fellow employees 9650. I have done several in the past with no issue, but this one is giving me fits. The new device is activated with our phone carrier. I called our Blackberry Admin and had them reset the password, and then proceeded with the Enterprise Activation. The device then read "Contacting Server", but never went forward. It timed out and I hit continue but it did the same thing.

I called/emailed the administrator to double check that the email address and password they used was correct. The Admin then rebooted the BES and reset the password again. When I tried again, I got the same result.

Any ideas??

[advil_yum]

Double-check that the carrier has provisioned BES and not BIS on the account - can you surf the web on it? Then have them reset the phone's IMEI on their side.
Do a complete security wipe and reset on the phone then try again.

[walabe16]

Will give it a shot. Thanks

[trucky]

Sometimes you end up having to actually delete the user account on BES and then add it back in. Not a big job at all, only takes a minute to complete. You shouldn't need to wipe the phone for this.