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Hannah814 · 02-10-2011, 10:09 AM

Bes Express
Exchange 2007

My user tries to plug into the bes server a device and keeps getting: Unable to retrieve device attributes.

What could this mean? He claims that he was never prompted to install RIM Active X control.

One device has activated he is unsure how this was done. They others have not.

He did have full BES and deinstalled his BES to get BES express for the cheaper data.

knottyrope · 02-10-2011, 10:47 AM

Did he wipe the device before attaching it?
You need to wipe it to remove the encryption keys

Hannah814 · 02-10-2011, 01:06 PM

Yeah he wiped it. Which log should I be looking into find issues? Perhaps I can copy some of the logs here.

fadmin · 02-10-2011, 01:10 PM

Assumed you checked this:
KB20015-"Unable to retrieve specific device attributes from the device that is connected to your computer" appears when a BlackBerry smartphone is assigned to a user in the BlackBerry Administration Service

Hannah814 · 02-10-2011, 01:51 PM

Yes the end user says that he has tried all the resolutions on this as I sent it through to him earlier.

I think it must be permissions as on all the others BESAdmin had the send as permission but when he tried himself it had no send as permission. He claims to not be able to run the IEMStest?

knottyrope · 02-10-2011, 02:43 PM

did you enable inheritance?
member of any special groups in AD?

Hannah814 · 02-14-2011, 05:29 AM

Just thought I would bring you up to date. I checked his logs and they were riddled with errors so i thought it best as no one was active to start from scratch and do the install with him. It turned out that he had all the correct permissions for BESAdmin but because he couldn't get the install software to work under the BESadmin username he ran it as the administrator and loaded it on there! Anyway, reinstalled correctly and now works perfectly. Thanks very much for all your help.