BlackBerry Smartphones new "BOLD" E-mail on BES not activate

Hello everyone, I hope somewhere here could point me in the right direction or solution. I'm the network administration work a company that hosts an exchange for a server a group of people. 13 of these users also have an account on a configuration of BES here in my office. The BES has been implemented before my time and it was always one of those things that is sitting there and does what it is supposed to do. Support peope here have added and deleted the BES phones in the past with no problems until about 5 days ago.

We have a customer who has an account on the BES to get its Exchange e-mail sent to his Blackberry. It was recently upgraded to the new BlackBerry Bold and crossed the activation up to e-mail. The support here in my Office I he traveled to his email address and the password, but then he asked for the IP address that was new to everyone who has managed the BlackBerry to my company. The user contacted AT & T and they referred to RIM, he says, they took contact with RIM and they referred us to hide. And somehow all of this back to the administrator of the network to sort.

I'm not very familiar with the Blackberrys but am pretty tech savvy. The user is a few hundred miles away so I did not have the freedom to play with her. Someone saw something similar or of what should go in the IP address section? I deleted his account out of BES and then put it back on, and said the State is Initializing. Any help would be greatly appreciated I already spent six hours on the test. The rest of the phone works, I think he said that the other phone is still on, but with another carrier.

Please take a few minutes to read my plea.

Josh

Follow this link

http://www.BlackBerry.com/BTSC/search.do?cmd=displayKC&docType=kc&externalId=KB13458

Tags: BlackBerry Smartphones

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