[SOLVED] Wireless Activation not Working

[JLan]

I have just set up a fresh install of a Zimbra BES Server following the information from the install PDF and this post.

When running Blackberry Manager I can click on "Add Users" and see all the Zimbra users. Once adding a user the user is displayed in the "Users" section with "Initializing" as the Status.

I then click on "Set Activation Password" (or "Generate and Email Activation Password") which adds "- Activation Password Set" in the description section for the Users.

However when I try to activate my Blackberry Pearl or Nokia E61 I get an error: "The server is not responding. Please contact your System Administrator." on the BlackBerry and "BlackBerry service currently not connected. Operation not possible." on the Nokia.

System Setup is:

Hardware: ESX Virtual Server
OS: Windows 2003 SP2
CDO: 1.2.1
BES: 4.1
Outlook: 2003
Zimbra Connector: 5.0.2428.0

The BlackBerry service is running as the (admin) user that installed all the software. I have set up the BlackBerryManager and BlackBerryServer Mail profiles. During installation I put a tick in "Allow wireless activation in my WLAN environment". Although the BES server is behind a firewall I can confirm it is able to communicate to the SRP host on port 3101 and the zimbra server on 7072 and 443 (other than port 25 to the SMTP server all other ports are blocked).

Any help into why this is occurring would be appreciated.

-Jonathon

[dustys]

Just a quick question.. Do you have the BES service available form your wireless provider. We have found that often this does not come as part of their basic BIS (BlackBerry Internet Server). Thus, your wireless provider may be blocking your activation attempts.

Hope this helps!

Cheers,
Dusty

[alee]

Originally Posted by dustys

Just a quick question.. Do you have the BES service available form your wireless provider. We have found that often this does not come as part of their basic BIS (BlackBerry Internet Server). Thus, your wireless provider may be blocking your activation attempts.

Hope this helps!

Cheers,
Dusty

another thing that you may want to double check is that BES received your activation attempt email. if you go into our agent logs, you can search for "keygen" and see if the logs around that statement refer to the user in question. if it does then it is probably the service provider issue that dusty mentioned. if not, then you have a bigger problem because BES isn't picking up the activation email for one reason or another. you can search the agent logs to make sure that the user in question was started properly by BES by scanning the logs for their email address.

[Lynner]

I would also check the alert log files to verify the user was actually added to the bes I know on our BES we have added a user and the user fails to initialize but you are still able to see him in the users list. I would jsut verify that he is getting added to the BES correctly as well.

[JLan]

Originally Posted by dustys

Just a quick question.. Do you have the BES service available form your wireless provider. We have found that often this does not come as part of their basic BIS (BlackBerry Internet Server). Thus, your wireless provider may be blocking your activation attempts.

Hope this helps!

Cheers,
Dusty

Hi Dusty,

I thought it was enabled. When I asked the person that sourced the SIM he told me "yes it should be - BES and BIS are the same thing".

But after 6 attempts and many hours on hold I finally got through to the mobile carrier who has informed me BES connectivity wasn't enabled. I have asked them to enable it.

Now that BES is enabled I can access my email through the Zimbra BES service.

Thank you all for your assistance.

-Jonathon

[alee]

Originally Posted by JLan

Hi Dusty,

I thought it was enabled. When I asked the person that sourced the SIM he told me "yes it should be - BES and BIS are the same thing".

But after 6 attempts and many hours on hold I finally got through to the mobile carrier who has informed me BES connectivity wasn't enabled. I have asked them to enable it.

Now that BES is enabled I can access my email through the Zimbra BES service.

Thank you all for your assistance.

-Jonathon

yeah..its really frustrating that this is actually the most common case why wireless activation fails and usually when the customer calls the carrier, they are told that it is "already set up"....even though it isn't.

the best way to debug this situation is if you look in the agent logs and you search for "keygen" for the particular user that you are trying to activate. if this search shows something, this means that BES got the activation email from the device and now it is BES that needs to reply. If this is the situation and you see your device just hanging there and then eventually timing out....you probably don't have BES service on your account.