BES Activation Failing (on device not SIM?!)

[naturr]

I have a user connecting to an SAS Exchange service provider in the US setup on BES. The user is with Mobistar in Belgium, using an unlocked phone from Toronto. Trying to swap to a new unlocked phone but never getting past the initialing activating user@company.com message and finally timing out.

Putting the same SIM card back in the old phone, which is also from Toronto, works. There are no connection attempts showing up in the log file for the exchange server. The device gets an EDGE connection and the email stating it has been registered on the network. It doesn't get the configuration email as it never hits the server. New SIM card was also purchased and tried.

The PIN and IMEI are registered to the users account with MOBISTAR. The Device shows unlocked with everything showing DISABLED as it should be.

SIM card works, Exchange account works, BES account works.

Is it possible the phone is locked to North America in some way although not locked otherwise? Any other ideas?

[Rh1noo]

To configure a device for BES use it needs to be enabled for Enterprise. There are two possible subscriptions, enterprise and internet (prosumer).

The prosumer device just picks up pop3 emails that are pushed to the device so enterprise activation is disabled.

This may be your problem.

Remember its the device that is loaked to the user and not the SIM. So you can use any SIM to activate the device.

[naturr]

I don't believe it is an issue with the account being setup incorrectly with BIS and not BES as the old device works with the exchange server after a normal enterprise activation. The new device which is unlocked as well just sticks on the Activating page message. No configuration email is received so RIM is never contacted. It would seem it can't get out of the providers network.

As for being unlocked all options for the status of this show disabled on the device. A new SIM card was purchased from the mobile provider yesterday to see if it could be a bad SIM card.

I don't understand why there isn't a log file somewhere that says the device can't get past step X. Surely the provider has access to that?!

Any other thoughts are more than welcome!

[Rh1noo]

The new device may be unlocked but it could still be a prosumer (BIS) device.

You need BES on the SIM which you have, and the device to be BES enabled which it may not be. Your service provider should be able to check this for you and change if its not.

Or you could call RIM as they can check the same.