Network Administrator

We recently updated our Microsoft Exchange Server from 2003 to 2010. As a result of that upgrade we needed to upgrade our Blackberry enterprise server from version 4.6 to version 5.0. Everything went well, I was able to perform an in place upgrade, after moving my SQL database off to a separate database server. I was also able to finally get all BES services to run as a regular Domain user instead of a domain administrator which was a pretty regular practice with previous versions.

In an effort to save someone else a lot of time troubleshooting with RIM, I will say this…
If you getting ready to upgrade to BES version 5 and you have exchange 2010, please make sure that you have done the following to ensure there are no communications issues between exchange 2010 and the BES.

In order to enable full support, three updates are required:

Roll-Up 1 (RU1) for Exchange Server 2010
MAPI v6.5.8147
BlackBerry Enterprise Server 5.0.1 Maintenance Release 1 (MR1)
All three of these updates are available to customers of Exchange Server 2010 and BlackBerry Enterprise Server v.5.0 with Service Pack 1 at no cost. BlackBerry Enterprise Server v5.0 Service Pack 1 and Maintenance Release 1 can be found here: http://www.blackberry.com/support/downloads

Also this is where to get the upgrade/install guide from RIM

http://docs.blackberry.com/en/admin/subcategories/?userType=2&category=BlackBerry+Enterprise+Server+for+Microsoft+Exchange

I just recently ordered a blackberry 9700 for one of our  users. My over impressions of the device were good. I really like how they have replaced the mechcanical trackball as that causes people a lot issues over time. The battery life is outstanding compared to previous devices.

One funny draw back was removing the battery cover. The device that I got had no instructions for removing the cover.

http://crackberry.com/proper-blackberry-bold-9700-battery-cover-removal

Even after watching this video the cover refused to budge. I ended up using a small flat screw driver and gently prying the cover down from the top slit and then sliding it down the rest of the way according to the video above.

http://na.blackberry.com/eng/devices/blackberrybold9700/bold_features.jsp

The BlackBerry® Bold™ 9700 smartphone has a large, hi-res screen that displays over 65,000 colors; creating a vivid viewing experience for all your photos, videos, files and websites.

Access what’s important with trackpad navigation based on how laptops are designed. Glide
your finger over the trackpad to scroll through menus and icons. A slight press and click lets you select an item to navigate where you want to go.

Enhance the 256 MB of on-board flash memory by easily inserting a microSD  Card

Hi-speed 3G network connectivity lets you browse the web or view email attachments faster. While
Wi-Fi® support enables your BlackBerry Bold 9700 smartphone to access available hotspots

Dont forget to visit http://na.blackberry.com/eng/services/appworld/ for all the latest blackberry apps.

As Always the Desktop Manager 5.0 software handles everything from synchronization, device  backup and application loading from your Windows PC to your BlackBerry. Since the previous version there has been the ability to easily transfer your data from an existing blackberry to a new blackberry with just a few clicks. Backing up and restoring data is also done with a few simple clicks.

1. The user receives a BlackBerry device.

- The user receives or  purchases a new BlackBerry device and contacts MIS to activate it.

2. The administrator creates a password.

- The administrator uses the BlackBerry Manager to create a temporary wireless enterprise activation password for the user account and communicates that password to the user.

3. The user initiates a wireless enterprise activation.

- The user opens the enterprise activation application on the BlackBerry device and types the appropriate corporate email address and wireless enterprise activation password.

4. The BlackBerry device sends an activation request.

- The BlackBerry device sends an activation request message to the corporate email account.
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5. The BlackBerry Enterprise Server sends an activation response.

- The BlackBerry Enterprise Server sends the BlackBerry device an activation response that contains routing information about the BlackBerry Enterprise Server and the public keys for the BlackBerry Enterprise Server.

6. The BlackBerry Enterprise Server and BlackBerry device establish and confirm encryption keys.

- The BlackBerry Enterprise Server and the BlackBerry device establish a master encryption key. The BlackBerry Enterprise Server and the BlackBerry device confirm their knowledge of the master key to one another. If key confirmation succeeds, the activation proceeds and further communication is encrypted.

7. The BlackBerry Enterprise Server sends the IT policy.

- The BlackBerry Enterprise Server sends the IT policy. If the BlackBerry device cannot accept the IT policy, as a security measure, the activation does not complete.

8. The BlackBerry Enterprise Server sends service books.

- The BlackBerry Enterprise Server sends the appropriate service books (for example, messaging service book, wireless calendar service book, browser service book, and other service books) to the BlackBerry device. The user can now send messages from and receive messages on the BlackBerry device.

9. The BlackBerry Enterprise Server sends data.

- If the user is configured for wireless PIM synchronization and wireless backup and wireless calendar synchronization is enabled, the BlackBerry Enterprise Server sends data to the BlackBerry device, including the following information:

• calendar entries
• address book entries
• tasks
• memos
• messages
• existing BlackBerry device options (if applicable) that were backed up using automatic wireless backup

Connect Your BlackBerry
Make sure your BlackBerry is connected by USB cable, and your BlackBerry Handheld Manager is running (just launch BlackBerry Desktop to run it.) This is necessary for using the BlackBerry as an external modem. You cannot use BlackBerry as a modem unless you have BlackBerry Handheld Manager running in the background!

Modem Driver Install
If you installed a recent version of BlackBerry Desktop that came with a 7100t, 7290, 7250, or 7520, it should include modem drivers and already be automatically installed. In the event you need to manually install them, the modem drivers should be located in this directory:
C:\program files\Common Files\Research In Motion\Modem Drivers
However, if you are having problems with these drivers, uninstall, delete all leftover RIM files, and then reinstall the latest version of BlackBerry Desktop.

Verify The Modem Driver Exists
Go to Control Panel -> Phone & Modem Options. In the Modems tab, you should see a new “Standard Modem” on a new port (such as COM6 or COM11). If you do, jump to the next step.
However, if your modem is missing:
If this modem entry is missing and cannot be found using Plug n Play, you may have to manually add it. Verify you have “RIM Virtual Serial Port” drivers installed. Find out which COM ports the RIM Virtual Serial Ports are, go to Control Panel -> System -> Hardware -> Device Manager -> Ports (COM & LPT) … This will tell you which COM ports your BlackBerry Modem is on. Next, go to Control Panel -> Phone and Modem and Remove the modem. Re-add the modem by clicking on Add. You MUST select the “Standard 33600 bps Modem” (correct) INSTEAD OF “Standard 56000 bps Modem” (wrong). Click Next. You will be asked for the ports to add this modem to. Add this modem to all COM ports that the RIM Virtual Serial Port is on. You must choose the “Standard 33600 bps Modem” because of incompatible AT commands that result in an Error 628. Don’t worry, the speed won’t be slower.

Verify The Modem Driver Is Functioning
Go to Control Panel -> Phone & Modem Options. In the Modems tab, you should see a new Standard Modem on a new port (such as COM6 or COM11). Click Properties -> Diagnostics -> Query Modem. You should see the following:
Quote:
ATQ0V1E0 – OK
AT+GMM – BlackBerry IPmodem
AT+FCLASS=? – OK
AT#CLS=? – OK
AT+GCI? – OK
AT+GCI=? – OK
ATI1 – Research In Motion / BlackBerry IPmodem
ATI2 – Research In Motion / BlackBerry IPmodem
ATI3 – Research In Motion / BlackBerry IPmodem
ATI4 – Research In Motion / BlackBerry IPmodem
ATI5 – Research In Motion / BlackBerry IPmodem
ATI6 – Research In Motion / BlackBerry IPmodem
ATI7 – Research In Motion / BlackBerry IPmodem
IMPORTANT SPECIAL CONFIGURATION STEP
Click Properties -> Advanced and add only ONE of the following Extra initialization commands with the appropriate carrier-specific APN Setting:

TMOBILE USA Users (Success!)
+cgdcont=1,”IP”,”wap.voicestream.com”

Verizon Users (Success!) – Keep blank
Nextel/Telus iDEN Users (untested) – Keep blank
Sprint/Bell Mobility CDMA Users (untested) – Keep blank

Add A New Internet Connection
Close the Phone and Modem Options and the Control Panel. Create a new connection with Start -> Connect To -> Show all connections -> Create a new connection.
Quote:
1. Click Next

2. Select “Connect To The Internet” then Next

3. Select “Set up my connection manually” then Next

4. Select “Connect using a dial-up modem” then Next.

5. Check only the Standard Modem (if prompted).

6. Give the connection a name such as “BlackBerry Modem”, then Next.

7. On the next screen, pick one of the following phone numbers, depending on your carrier:
….If you use GSM/Cingular/AT&T/TMobile: Enter phone number *99#
….If you use CDMA/Verizon/Sprint/Bell Canada: Enter phone number #777

8. Click Next.

9. On the next screen, pick one of the following, depending on your carrier:

….If you use Cingular Blue, AT&T or Nextel:
………Username: (blank)
………Password: (blank)

….If you use Cingular Orange:
………Username:
………Password: CINGULAR1

….If you use T-Mobile:
………Username: (Your existing TMobile.com Username)
………Password: (Your existing TMobile.com Password)

….If you use Verizon, replace 8005551212 with your phone number:
………Username:
………Password: 8005551212

11. Click Finish
Disable IP Header Compression
Make sure TCP/IP Properties (Advanced) “Use IP Header Compression” checkbox is NOT checked. To verify this, do these steps:
Quote:
1. Start Menu->Network Connections->”BlackBerry Modem”
2. Click Properties Button
3. Click Networking Tab
4. Select “Internet Protocol (TCP/IP)”
5. Click Properties Button
6. Click Advanced… Button
7. Disable “Use IP header compression” checkbox
8. Click all OK buttons to close all dialogs

Also make sure you clear all these checkboxes, if you see any of these checked:
Turn off “Enable Hardware Flow Control”
Turn off “Enable Modem Error Control”
Turn off “Enable Modem Compression”
.
BES Configuration
Skip this step if you are not on BES. You only need to follow this step if your company gave the BlackBerry to you. If you are at a company and you are on a BES 4.0, your Administrator must enable the “BlackBerry IPModem” setting on the BES. This is a new setting in the Version 4.0 of BES.

You open the Messages screen of the BlackBerry device, then select Options. When you click Email Reconciliation, the Wireless Reconcile feature does not appear on the Email Reconciliation screen.

Cause 1

The Desktop [CMIME] service book is corrupt and needs to be updated. This service book contains information required to send messages and do tasks such as wireless message reconciliation.

Resolution

Delete the service book and send a new one to the device.
Reset the device by removing the battery and inserting it again.
On the device, click Options, then click Service Book.
Select the Desktop [CMIME] service book.
Click the trackwheel and click Delete. In the warning dialog box, click Delete.
Connect the device to the personal computer. When the device is connected, a new copy of the Desktop [CMIME] service book is automatically sent to the device.
Cause 2

The Enable Wireless Message Reconciliation IT Policy is set to False.

Resolution

On the BlackBerry Enterprise Server
In the BlackBerry Enterprise Server Management console or BlackBerry Manager, right-click the BlackBerry Enterprise Server name, then click IT Policy.
In the IT Policy settings for BlackBerry Server window, click the Enable Wireless Message Reconciliation IT Policy, then click Edit.
In the CMIME Application Policy Group, change the Enable Wireless Message Reconciliation IT Policy value to True.
Click OK.

Top Blackberry Problems & Troubleshooting Steps

Blackberry software issues

I. User cannot Enterprise Activate the device

1. Verify that the user has entered their current Exchange email address and the correct activation

password that was supplied by BES Admin

2. Check to ensure the user is receiving a data signal to the device

• If working on a T-Mobile device look for a capital EDGE in the upper right-hand corner next

to the antenna icon.

II. User is receiving copies of sent messages from Exchange on the device

NOTE: By default the Inbox and Sent Items folders are selected for redirection.

Follow these steps to remove the Sent Items folder from redirection:

1. Open the Email application on the device

2. Open the Menu and select Options

3. Select Email Settings

4. Open the Menu and select Email Redirection

5. Highlight the folders with a plus (+) next to them and expand by pressing the Spacebar

6. Scroll down to Sent Items and highlight the folder

7. Remove the checkmark by pressing the Spacebar

8. Open Menu and Save

9. Exit application

III. User is not receiving data (email) on the device

1. Check to ensure the user is receiving a data signal to the device

• If working on a T-Mobile device look for a capital EDGE in the upper right-hand corner next

to the antenna icon.

2. If either the EDGE symbol is not present, RESET the device

• Remove the battery for approx. 5 secs and replace to force a “hard reset” of the device.

3. If either the EDGE symbol is present but data (email) is still not being received check to

ensure that Wireless Reconcile is ON

• Open email application > Open the Menu and select Options > Open Email Reconciliation and

highlight Wireless Reconcile > use the Spacebar to change option to ON > Open the Menu and

Save > Exit

4. If either the EDGE is present but data (email) is still not being received on the device. Check

the Folder Redirection Setup.

• Follow the steps in section II. to check which folders are being synced between Exchange and

the device.

NOTE: Only the folders with checkmarks are being synced

IV. Users device does not ring or vibrate when calls or emails are received

1. Check to ensure that the device notification profiles are setup correctly

• On the Home Page click on the Profiles (speaker) icon > Highlight the Default profile > Open

the Menu and select Edit > Highlight desired application to change (i.e. messages) > Open the

Menu and select Edit > Verify that the user has the desired notification options selected such as

vibrate, tune, volume, etc.

• To change a setting Highlight the option > Open Menu and select Change Option > Scroll to

desired setting and select it by pressing the Select/Enter button > Once all the changes have been

made Open the Menu and select Save > Exit

Blackberry hardware issues

I. User device will not charge

1. Plug device into the wall using the Wall Charger with appropriate adapter.

2. Check for a lightning bolt icon next to the battery indicator (this indicates the device is

charging).

• If there is no lightning bolt icon; check the USB cable connection to the device and the Wall

Charger.

• Remove and reseat the battery to ensure a good connection

II. User is unable to use the phone on the device

1. Verify that T-Mobile appears on the blue strip on the Home Screen.

• If there is a SIM Card Error or any other message on the Home Screen call Customer

Service/Technical Support

III. Device is connected but Desktop Manager won’t recognize device

Note: There is not need to install Desktop Manager on the users PC when using the BES to sync

the Exchange mailbox

1. Verify that the correct device specific software is installed by Opening Desktop Manager >

Open the Help Menu > Select About Desktop Manager > Click on Handheld Software tab

BB not getting an email messages

From BES, open CMD, Change the directory to D:\Program Files\Research In Motion\BlackBerry Enterprise Server\Utility. Enter handheldcleanup –u, when prompted for profile enter user name such as admin. BES name is servername.