At the time of activation RIM usually sends activation message to the email address that belongs to BB user. First step in troubleshooting is usually to check if this message has actually arrived into the inbox of BB user on BES machine. It can be done either by:
- examining of MAGT log file. You should see records confirming that activation message has been processed for BB user in question. Please feel free to post portion of the MAGT log file obtained right after activation has been initiated on device or by
- stoping BB controller and opening 'BlackBerryServer' profile with Outlook.
In case if it is determined that activation message has not reached user's inbox i would check any exisitng email filters that could prevent it from coming through or it is possible that RIM just does not send this message for this particular device. |