Anyone had this scenario happen?
We have an IT Policy to lock people's handheld's after 5 minutes...
I've had employees go buy new devices with Verizon, activate them and then have
us add them to BES. This wouldn't be an issue except the employee gave the BB
to his wife, friend, whomever... Only that user is running BIS, not BES, so
they can't overwrite the IT policy to lock the handheld.
I had to help an employee's friend, who just inherited his old 8830 go through
these steps. Of course, the guy had never owned a PDA, never mind a
BlackBerry, so things like "press the menu button" where 5 min conversations
- Have non-employee call Verizon and switch to BIS (took him 2 phone calls and
2 hours to do)
- I created a fake user on our network and added him to our BES server with a
default IT policy
- Had non-employee do an OTA activation of his Verizon BB (kept trying call
from the BB, b/c he didn't have another phone)
- Once it finally activated (took forever and another call to VZW to provision
it properly) had him verify that the IT policy was "default"
- Had him change the password and save it
- Have him call Verizon and go back to BIS
- stabbed myself with a pen for a complete waste of an afternoon.
Please tell me there is a better way to handle this....
________________________________
From: "Eggan, Mark" <[email protected]>
To: "A list for BES Admin's to discuss issues, etc."
<[email protected]>
Sent: Monday, October 5, 2009 5:42:12 PM
Subject: Re: [Bes-admins] Out of curiosity
Excellent point. I know right away about a bad data plan if they don't
see EA under Adv. Options.
Thanks!
- Mark Eggan
-----Original Message-----
From: [email protected]
[mailto:[email protected]] On Behalf Of Ceron, Carlos
Sent: Monday, October 05, 2009 2:37 PM
To: 'A list for BES Admin's to discuss issues, etc.'
Subject: Re: [Bes-admins] Out of curiosity
I would do the same hand holding with anyone that wanted their BBs on
our BES. I've trained enough of our help desk staff that they know how
to talk a user through it or they email my preformatted instruction
letter. The only thing that makes it easier for the most part is that
the Options icon is usually in the same place with every new version of
the BB OS. Most of the time if it doesn't sync up the first time, the
user got the wrong data plan which happens 99% of the time in spite of
telling them to ask for a BB corporate or enterprise data plan.
Carlos Ceron
Network Analyst
Office of Technology and Information Services
The University of Texas System
Phone: (512) 579-5064
Fax: (512) 499-4599
E-Mail: [email protected]
-----Original Message-----
From: [email protected]
[mailto:[email protected]] On Behalf Of Eggan, Mark
Sent: Monday, October 05, 2009 3:34 PM
To: A list for BES Admin's to discuss issues, etc.
Subject: Re: [Bes-admins] Out of curiosity
Was just typing that out. Another thing I do is (assuming the can place
bread in a toaster and make toast) I have them call me during MY work
hours and hold their hands. Knowing which device and OS level is
optimal so you can say the spiel below. Once I hear the people say that
they can now see ...waiting for services on their BB, I let them know to
have a nice day and keep their manual handy. Preferably under their
keyboard where they keep their passwords!
Thanks!
- Mark Eggan
-----Original Message-----
From: [email protected]
[mailto:[email protected]] On Behalf Of audit
Sent: Monday, October 05, 2009 1:31 PM
To: A list for BES Admin's to discuss issues,etc.
Subject: Re: [Bes-admins] Out of curiosity
I send them a simple email with these instructions.
1. goto Options
2. Advanced Options
3. Enterprise Activation
4. Type in your email address
5. Type in the following password. Then it's normally 4 numbers.
Then I sit back and watch the BES. Maybe less then 2% of my remote users
ever have any problems and if they do, it's normally not their fault and
it's a Anti-Spam rule that's blocking the .dat email and throwing it in
their junk email.
audit
Art Alexion wrote:
> I see a lot of issues on this list from many who support remote users
> all over the world, but no one mentions problems getting
non-technical,
> remote users' phones activated.
>
> After supporting Treo in their late and flaky years, I expected BES to
> be a godsend. Yet, I still have to activate phones for about half the
> local people, and am having a hard time activating remote users.
Based
> on the inability of local users to follow what seem to me to be simple
> instructions, I have to conclude that the problem is not technical;
they
> are just doing it wrong.
>
> Does anyone have reliably easy to follow instructions for remote
users?
> How do you make this work?
>
>
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