[smyle]

There's gotta be a FAQ on this somewhere, but I haven't been able to find it.

Company has 6 people using Blackberries. The first 5 were using the desktop redirector. When #6 got his, we installed BES (Express). That works fine. We just bought licenses for the other 5 so we can move them from the desktop redirector to the BES.

So I generated a new password and had her uninstall the desktop redirector on her PC. Now it sits at "activating" for a long time (20 or 30 minutes?) and then says it failed.

Here is the (I think) relevant part from the logs: (replaced her last name with 'LastName' and the company name with 'thiscompany')

[40682] (12/03 15:40:59.205):{0x1470} AddPagerToList(Jenny LastName) - UserId=7
[30041] (12/03 15:40:59.205):{0x1470} Starting handheld for Jenny LastName
[40704] (12/03 15:40:59.205):{0x1470} MAPIMailbox::MAPIMailbox(2) ServerDN=/o=thiscompany/ou=first administrative group/cn=Configuration/cn=Servers/cn=FMSERVER/cn=Microsoft Private MDB, MailboxDN=/o=thiscompany/ou=first administrative group/cn=Recipients/cn=Jenny
[40739] (12/03 15:40:59.205):{0x1470} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=thiscompany/ou=first administrative group/cn=Recipients/cn=Jenny'
[40430] (12/03 15:40:59.205):{0x1470} {Jenny@thiscompany.com} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x013b25f8 (FMSERVER)
[40193] (12/03 15:40:59.221):{0x1470} {Jenny@thiscompany.com} MAPIMailbox::CreateSearchFolder - creating search folder
[45050] (12/03 15:40:59.236):{0x12D4} DBNS: DbObject=200
[40193] (12/03 15:40:59.236):{0x1470} {Jenny@thiscompany.com} MAPIMailbox::CreateSearchFolder - creating search folder
[40153] (12/03 15:40:59.361):{0x1470} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (12/03 15:40:59.361):{0x1470} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[41079] (12/03 15:40:59.377):{0x1470} {Jenny@thiscompany.com} PagerImp::SaveChanges: changed items = 5, 6, 9, 27, 31, 43, 54
[30068] (12/03 15:40:59.377):{0x1470} User starting up...
[30069] (12/03 15:40:59.377):{0x1470} {Jenny@thiscompany.com} Mailbox name is Jenny
[40221] (12/03 15:40:59.377):{0x1470} {Jenny@thiscompany.com} In Cradle timer is 827000
[40683] (12/03 15:40:59.393):{0xDB0} {Jenny@thiscompany.com} Updating the RefId generation number
[40684] (12/03 15:40:59.393):{0xDB0} {Jenny@thiscompany.com} Updating DataSourceId 'b910ee'
[40861] (12/03 15:40:59.393):{0xDB0} {Jenny@thiscompany.com} New user added to the server - setting pending fields to this server's settings
[50094] (12/03 15:40:59.393):{0xDB0} [AUDIT] - User added to the BES
[40239] (12/03 15:40:59.393):{0xDB0} {Jenny@thiscompany.com} Still handled by desktop
[41079] (12/03 15:40:59.424):{0xDB0} {Jenny@thiscompany.com} PagerImp::SaveChanges: changed items = 23, 24, 45, 84, 86, 87, 88, 89, 95
[40747] (12/03 15:40:59.424):{0x1470} License total: 6, used = 6, free = 0
[30362] (12/03 15:40:59.424):{0x1470} This agent will handle 6 user(s)
[30000] (12/03 15:40:59.424):{0x1470} Optimize ThreadPools, total number of started users 6
[40413] (12/03 15:40:59.424):{0x1470} Before optimization: total number of worker threads 5, where 2 non-removable
[40415] (12/03 15:40:59.424):{0x1470} Worker thread 0xAAC added to thread pool for session 0x013b25f8 (FMSERVER)
[40416] (12/03 15:40:59.424):{0x1470} Thread pool for session 0x013b25f8 (FMSERVER) has 6 threads to serve 6 handhelds
[40417] (12/03 15:40:59.424):{0x1470} After optimization: total number of worker threads 6, where 2 non-removable
[40000] (12/03 15:40:59.440):{0xDB0} {Jenny@thiscompany.com} UserControl::UpdateMailboxITPolicy - Updating ITPolicy Information in the user's mailbox.
[30160] (12/03 15:40:59.440):{0xDB0} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/03 15:40:59.440):{0xDB0} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[41079] (12/03 15:40:59.440):{0xDB0} {Jenny@thiscompany.com} PagerImp::SaveChanges: changed items = 38, 42, 44, 51, 52, 53, 59, 65, 75, 76, 77
[40442] (12/03 15:40:59.455):{0xDB0} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Jenny, server=FMSERVER
[30000] (12/03 15:40:59.455):{0xDB0} {Jenny@thiscompany.com} Sending data to Dispatcher, size=89, Tag=1932
[40000] (12/03 15:40:59.455):{0xDB0} {Jenny@thiscompany.com} SendToDispatcher, Tag=1932
[40000] (12/03 15:40:59.455):{0x145C} [BIPP] Send data, Tag=1932
[40000] (12/03 15:40:59.455):{0x1434} [BIPP] Received status DELIVERED, Tag=1932
[40239] (12/03 15:40:59.455):{0x25C8} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/03 15:40:59.455):{0x25C8} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/03 15:40:59.455):{0x25C8} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/03 15:40:59.455):{0x25C8} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Jenny, server=FMSERVER
[40000] (12/03 15:40:59.455):{0x1434} [BIPP] Received datagram, Tag=2089
[41079] (12/03 15:40:59.455):{0x2244} {Jenny@thiscompany.com} PagerImp::SaveChanges: changed items = 96, 97
[40239] (12/03 15:40:59.471):{0x25C8} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/03 15:40:59.471):{0x25C8} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/03 15:40:59.471):{0x25C8} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/03 15:40:59.471):{0x25C8} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Jenny, server=FMSERVER
[30000] (12/03 15:40:59.549):{0xAAC} [DIAG] EVENT=Register_thread, THREADID=0xAAC, THREADNAME="UserWorkerThread<FMSERVER>"
[45050] (12/03 15:40:59.861):{0x12D4} DBNS: DbObject=200
[40000] (12/03 15:41:00.127):{0x1434} [BIPP] Received datagram, Tag=2090
[40178] (12/03 15:41:00.127):{0x4EC} {Jenny@thiscompany.com} MAPIMailbox::OnNotify - search complete event
[40845] (12/03 15:41:00.127):{0x2244} {Jenny@thiscompany.com} SetPIMState - Registering for PIM synchronization (bState=1, bRet=1)
[30416] (12/03 15:41:00.127):{0x2244} {Jenny@thiscompany.com} Established session with PIM Connector
[40799] (12/03 15:41:00.127):{0x2244} {Jenny@thiscompany.com} Processed request from PIM Connector: cmd=0x5, Tag=2090
[40279] (12/03 15:41:00.127):{0x2244} {Jenny@thiscompany.com} SubmitToRelaySendQ, Tag=2090
[40000] (12/03 15:41:00.127):{0x145C} [BIPP] Send status DATA_ACCEPTED, Tag=2090
[40178] (12/03 15:41:00.861):{0x4EC} {Jenny@thiscompany.com} MAPIMailbox::OnNotify - search complete event
[40239] (12/03 15:41:00.861):{0xD4C} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/03 15:41:00.861):{0xD4C} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/03 15:41:00.861):{0xD4C} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/03 15:41:00.861):{0xD4C} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Jenny, server=FMSERVER
[45050] (12/03 15:41:07.893):{0x12D4} DBNS: DbObject=200
[40423] (12/03 15:41:08.611):{0x4EC} {Jenny@thiscompany.com} Queuing new mail through notification (external). EntryId=5505
[40724] (12/03 15:41:08.611):{0x25C8} {Jenny@thiscompany.com} Get record key for this MAPI object, EntryId=5505
[40435] (12/03 15:41:08.611):{0x25C8} {Jenny@thiscompany.com} Queuing new mail through notification. EntryId=5505. Msgs Pending 0
[40719] (12/03 15:41:08.611):{0x25C8} {Jenny@thiscompany.com} GetFolderIDFromList No folder ID in list for EntryID
[30084] (12/03 15:41:08.611):{0x25C8} {Jenny@thiscompany.com} Ignored - let other server/desktop do it, EntryId=5505
[40239] (12/03 15:41:08.893):{0x2428} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/03 15:41:08.893):{0x2428} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/03 15:41:08.893):{0x2428} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/03 15:41:08.893):{0x2428} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Jenny, server=FMSERVER
[40000] (12/03 15:42:00.143):{0x145C} [BIPP] Ping 14506 sent
[40000] (12/03 15:42:00.143):{0x1434} [BIPP] PingResponse 14506 received
[40000] (12/03 15:43:00.158):{0x145C} [BIPP] Ping 14507 sent
[40000] (12/03 15:43:00.158):{0x1434} [BIPP] PingResponse 14507 received
[45050] (12/03 15:43:47.486):{0x12D4} DBNS: DbObject=200
[40448] (12/03 15:43:48.486):{0x1470} Adding a new stopper thread to have 2 in total
[40448] (12/03 15:43:48.486):{0x1470} Adding a new stopper thread to have 3 in total
[30000] (12/03 15:43:48.486):{0x259C} [DIAG] EVENT=Register_thread, THREADID=0x259C, THREADNAME="StopperThread"
[30000] (12/03 15:43:48.486):{0x2324} [DIAG] EVENT=Register_thread, THREADID=0x2324, THREADNAME="StopperThread"

The "Still handled by desktop" seems to be the key here. How do I go about telling it to forget about that part?

[DarkWater]

Try removing it from the BES and saying yes to the question of removing mailbox information.
Wait a few minutes.. check the Users Pending Delete until that user disappears.. then add them back and try again.

[smyle]

Same results

When deleting:

[40423] (12/04 09:47:09.491):{0x17C8} {Jenny@thiscompany.com} Queuing new mail through notification (external). EntryId=667
[40724] (12/04 09:47:09.491):{0x1770} {Jenny@thiscompany.com} Get record key for this MAPI object, EntryId=667
[40435] (12/04 09:47:09.491):{0x1770} {Jenny@thiscompany.com} Queuing new mail through notification. EntryId=667. Msgs Pending 0
[40719] (12/04 09:47:09.491):{0x1770} {Jenny@thiscompany.com} GetFolderIDFromList No folder ID in list for EntryID
[30084] (12/04 09:47:09.491):{0x1770} {Jenny@thiscompany.com} Ignored - let other server/desktop do it, EntryId=667
[40239] (12/04 09:47:10.100):{0x1768} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/04 09:47:10.100):{0x1768} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/04 09:47:10.100):{0x1768} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/04 09:47:10.100):{0x1768} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=Jenny, server=FMSERVER

When attempting EA:

[40423] (12/04 10:15:21.495):{0x17C8} {Jenny@thiscompany.com} Queuing new mail through notification (external). EntryId=714
[40724] (12/04 10:15:21.495):{0x1770} {Jenny@thiscompany.com} Get record key for this MAPI object, EntryId=714
[40435] (12/04 10:15:21.495):{0x1770} {Jenny@thiscompany.com} Queuing new mail through notification. EntryId=714. Msgs Pending 0
[40719] (12/04 10:15:21.495):{0x1770} {Jenny@thiscompany.com} GetFolderIDFromList No folder ID in list for EntryID
[40282] (12/04 10:15:21.542):{0x1770} {Jenny@thiscompany.com} Queuing DATA from , Tag=-1428825086, EntryId=714
[30083] (12/04 10:15:21.558):{0x1770} {Jenny@thiscompany.com} Sent ETP::STATUS to BlackBerry system, Tag=-1428825086
[40700] (12/04 10:15:21.558):{0x1768} {Jenny@thiscompany.com} Receiving packet from device, size=400, TransactionId=691486878, Tag=-1428825086, content type=OTAKEYGEN, cmd=0x3
[40000] (12/04 10:15:21.558):{0x1768} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 1890085406
[40000] (12/04 10:15:21.558):{0x1768} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 1890085406
[30000] (12/04 10:15:21.589):{0x1768} {Jenny@thiscompany.com} Sending data to Dispatcher, size=83, Tag=1990
[40000] (12/04 10:15:21.589):{0x1768} {Jenny@thiscompany.com} SendToDispatcher, Tag=1990
[40000] (12/04 10:15:21.589):{0x179C} [BIPP] Send data, Tag=1990
[40000] (12/04 10:15:21.589):{0x1768} {Jenny@thiscompany.com} Generating AES256 key
[40000] (12/04 10:15:21.589):{0x17A4} [BIPP] Received status DELIVERED, Tag=1990
[41079] (12/04 10:15:21.604):{0x1768} {Jenny@thiscompany.com} PagerImp::SaveChanges: changed items = 54, 70, 74, 85
[40000] (12/04 10:15:21.604):{0x1768} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1890085406
[40583] (12/04 10:15:21.604):{0x1768} {Jenny@thiscompany.com} Sending packet to device, Size=250, Tag=1991, TransactionId=-950700432
[40279] (12/04 10:15:21.604):{0x1768} {Jenny@thiscompany.com} SubmitToRelaySendQ, Tag=1991
[40000] (12/04 10:15:21.604):{0x179C} [BIPP] Send data, Tag=1991
[40279] (12/04 10:15:21.604):{0x1768} {Jenny@thiscompany.com} SubmitToRelaySendQ, Tag=-1428825086
[40000] (12/04 10:15:21.604):{0x179C} [BIPP] Send status DATA_ACCEPTED, Tag=-1428825086
[40239] (12/04 10:15:21.620):{0x1770} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/04 10:15:21.620):{0x1770} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/04 10:15:21.620):{0x1770} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[41079] (12/04 10:15:21.620):{0x1770} {Jenny@thiscompany.com} PagerImp::SaveChanges: changed items = 91
[40442] (12/04 10:15:21.620):{0x1770} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Jenny, server=FMSERVER
[40239] (12/04 10:15:21.620):{0x1F4C} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/04 10:15:21.620):{0x1F4C} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/04 10:15:21.620):{0x1F4C} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/04 10:15:21.620):{0x1F4C} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Jenny, server=FMSERVER
[30000] (12/04 10:15:21.620):{0x1768} {Jenny@thiscompany.com} Sending data to Dispatcher, size=253, Tag=1992
[40000] (12/04 10:15:21.620):{0x1768} {Jenny@thiscompany.com} SendToDispatcher, Tag=1992
[40000] (12/04 10:15:21.620):{0x179C} [BIPP] Send data, Tag=1992
[40000] (12/04 10:15:21.620):{0x17A4} [BIPP] Received status DELIVERED, Tag=1992
[45050] (12/04 10:15:21.667):{0x17AC} DBNS: DbObject=200
[40000] (12/04 10:15:21.683):{0x17A4} [BIPP] Received status FAILED, Tag=1991
[40239] (12/04 10:15:22.683):{0x1768} {Jenny@thiscompany.com} Still handled by desktop
[30160] (12/04 10:15:22.683):{0x1768} {Jenny@thiscompany.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (12/04 10:15:22.683):{0x1768} {Jenny@thiscompany.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (12/04 10:15:22.683):{0x1768} User settings: email=Jenny@thiscompany.com, routing=Jenny@thiscompany.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=Jenny, server=FMSERVER
[40000] (12/04 10:16:21.698):{0x179C} [BIPP] Ping 1066 sent
[40000] (12/04 10:16:21.698):{0x17A4} [BIPP] PingResponse 1066 received

[smyle]

Dangit. It was an age-old problem I've dealt with before. Contrary to what I was told, the BBs were able to activate on the Desktop Redirector, but (obviously) not able to activate via BES.

Grrr...