KB17803 - Message pre-population does not occur when reactivating a BlackBerry smartphone


Environment

• BlackBerry® Enterprise Server
• BlackBerry smartphone

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Overview

An existing BlackBerry smartphone user account on the BlackBerry Enterprise Server does not receive any old email messages during the activation process.

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Cause

The BlackBerry Enterprise Server does not view the BlackBerry smartphone user account as a new account, therefore it does not process message pre-population during the activation process.

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Resolution

Remove and re-add the BlackBerry Enterprise Server user account prior to reactivating the BlackBerry smartphone by completing the following steps:

1. In BlackBerry Manager, right-click the BlackBerry smartphone user account that is being activated and select Delete User.
2. When prompted whether or not to remove the BlackBerry smartphone user data select Yes.
3. Select Add User to add the BlackBerry smartphone user back to the BlackBerry Enterprise Server.
4. Set an Activation Password for the BlackBerry smartphone user by right-clicking the BlackBerry smartphone user account and selecting Set Activation Password.
5. Activate the BlackBerry smartphone.

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Note that if you re-activating the device for the same user, when you remove then re-add them on the BES all of their wireless backup information is lost. That is, all of their device settings (font, icon placement, menu options) and Password Keeper data.

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you could also add the reg key to force it...

[HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents]

"ForceMsgPrepopOnActivation"=dword:00000001

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Two months ago, I saw a provocative movie on cable TV. It was called The Net, with that girl from the bus.

Force message prepopulation for all users on a BlackBerry Enterprise Server - Port3101.org : Your BES Connection

__________________
http://blog.port3101.org/hdawg/

The views expressed by me on Port3101 and its affiliated sites are my own and do not necessarily reflect the views of my employer.