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Thread: [SOLVED] Error: did not return a PIN, PIN currently is not set for this user.

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  1. #1
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    Default [SOLVED] Error: did not return a PIN, PIN currently is not set for this user.

    For a few users I'm getting this error message when trying to add them to BES. Previously the were using BIS. I've had them wipe their device, re-activate, even deleted and re-added them but it doesn't seem fix the problem.

    Anyone know what the issue is and how to resolve it?


    [40239] (08/21 00:09:26.822):{0x20F8} {email address} Still handled by desktop
    [30160] (08/21 00:09:26.822):{0x20F8} {email address} GetDeviceId() did not return a PIN, PIN currently is not set for this user.

  2. #2
    phoenix is offline Zimbra Consultant & Moderator
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    Quote Originally Posted by newtobes View Post

    [40239] (08/21 00:09:26.822):{0x20F8} {email address} Still handled by desktop
    [30160] (08/21 00:09:26.822):{0x20F8} {email address} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
    That seems like a question for the Blackberry forums: bes "GetDeviceId() did not return a PIN" - Yahoo! Search Results
    Regards


    Bill


    Acompli: A new adventure for Co-Founder KevinH.

  3. #3
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    Thanks but I already checked those forums before posting here. Just thought I'd see if anyone else experienced this. This isn't a BES issues, seems device specific or something to do with the service provider.

  4. #4
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    Message listed above is normal and implies that device has been provisioned, however it was not activated yet. Please feel free to do more research as phoenix suggested.

  5. #5
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    Quote Originally Posted by eugener View Post
    Message listed above is normal and implies that device has been provisioned, however it was not activated yet. Please feel free to do more research as phoenix suggested.
    Yes, that's the whole problem, he cannot activate his device!!

    Trust me, I have researched this error message to death! I have read all the English websites and now getting into the Spanish ones!

    I had the client double check he's signed up on the BES plan (twice), turn off forwarding, signatures, try wired activation (option is disabled), deleted/added him on 2 different servers, countless re-activations and device wipings so far no luck. He's spoken to his ISP and they're saying it's not an issue on their end. I guess the only other option is try another device or SIM.

    If anyone can think of anything else we could try, that would be greatly appreciated.

  6. #6
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    At the time of activation RIM usually sends activation message to the email address that belongs to BB user. First step in troubleshooting is usually to check if this message has actually arrived into the inbox of BB user on BES machine. It can be done either by:

    - examining of MAGT log file. You should see records confirming that activation message has been processed for BB user in question. Please feel free to post portion of the MAGT log file obtained right after activation has been initiated on device or by

    - stoping BB controller and opening 'BlackBerryServer' profile with Outlook.

    In case if it is determined that activation message has not reached user's inbox i would check any exisitng email filters that could prevent it from coming through or it is possible that RIM just does not send this message for this particular device.

  7. #7
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    I can confirm the user receives the message in their inbox.

  8. #8
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    please post portion of MAGT log file covering activation process of user in question or open support case at support@zimbra.com.

  9. #9
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    Sorry for not being clear/complete but the message gets to his inbox but doesn't get processed (it sits in the inbox) hence there's nothing in the logs except for what I posted.

  10. #10
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    I actually went back to last week's logs because I remembered there was one occasion when the network message was processed (it disappeared from inbox usually it just sits in the inbox), the snipped is pasted below. I checked the logs for the other days we tried activating and the only thing in the logs is what I posted above.

    This is the only user that I've had trouble adding.


    41079] (08/20 10:16:59.370):{0x1B2C} {user@domain.com} PagerImp::SaveChanges: changed items = 5, 6, 9, 27, 31, 33, 43, 54 Size = 28
    [30068] (08/20 10:16:59.370):{0x1B2C} User user@domain.com starting up...
    [30069] (08/20 10:16:59.370):{0x1B2C} {user@domain.com} Mailbox name is user@domain.com
    [40221] (08/20 10:16:59.370):{0x1B2C} {user@domain.com} In Cradle timer is 858000
    [40178] (08/20 10:16:59.401):{0x1B04} {user@domain.com} MAPIMailbox::OnNotify - search complete event
    [40683] (08/20 10:16:59.416):{0x221C} {user@domain.com} Updating the RefId generation number
    [40684] (08/20 10:16:59.416):{0x221C} {user@domain.com} Updating DataSourceId '863c41'
    [40747] (08/20 10:16:59.416):{0x1B2C} License total: 50, used = 20, free = 30
    [30362] (08/20 10:16:59.416):{0x1B2C} This agent will handle 20 user(s)
    [30000] (08/20 10:16:59.416):{0x1B2C} Optimize ThreadPools, total number of started users 20
    [40413] (08/20 10:16:59.416):{0x1B2C} Before optimization: total number of worker threads 19, where 2 non-removable
    [40415] (08/20 10:16:59.416):{0x1B2C} Worker thread 0x1B8C added to thread pool for session 0x01a83780 (zcs.mail.domain.com)
    [40416] (08/20 10:16:59.416):{0x1B2C} Thread pool for session 0x01a83780 (zcs.mail.domain.com) has 20 threads to serve 20 handhelds
    [40417] (08/20 10:16:59.416):{0x1B2C} After optimization: total number of worker threads 20, where 2 non-removable
    [30000] (08/20 10:16:59.416):{0x1B8C} [DIAG] EVENT=Register_thread, THREADID=0x1B8C, THREADNAME="UserWorkerThread<zcs.mail.domain.com>"
    [40861] (08/20 10:16:59.448):{0x221C} {user@domain.com} New user added to the server - setting pending fields to this server's settings
    [50094] (08/20 10:16:59.448):{0x221C} [AUDIT] user@domain.com - User added to the BES
    [40239] (08/20 10:16:59.448):{0x221C} {user@domain.com} Still handled by desktop
    [45050] (08/20 10:16:59.463):{0x1FD8} DBNS: DbObject=200
    [41079] (08/20 10:16:59.479):{0x221C} {user@domain.com} PagerImp::SaveChanges: changed items = 23, 24, 45, 84, 86, 87, 88, 89, 95 Size = 2477
    [40000] (08/20 10:16:59.479):{0x221C} {user@domain.com} UserControl::CopyCalSyncITPolicyProperty - User Calendar Sync changed from FALSE to TRUE
    [30179] (08/20 10:16:59.541):{0x221C} {user@domain.com} OpenStateDB: calendar sync state not found (0x8004010f) creating new state
    [45050] (08/20 10:16:59.620):{0x1FD8} DBNS: DbObject=200
    [40188] (08/20 10:16:59.620):{0x221C} {user@domain.com} Conflict resolution set to DESKTOP WINS
    [41079] (08/20 10:16:59.635):{0x221C} {user@domain.com} PagerImp::SaveChanges: changed items = 33 Size = 4
    [40000] (08/20 10:16:59.651):{0x221C} {user@domain.com} UserControl::UpdateMailboxITPolicy - Updating ITPolicy Information in the user's mailbox.
    [30160] (08/20 10:16:59.651):{0x221C} {user@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
    [41079] (08/20 10:16:59.651):{0x221C} {user@domain.com} PagerImp::SaveChanges: changed items = 38, 42, 44, 51, 52, 53, 59, 65, 75, 76, 77 Size = 62
    [40442] (08/20 10:16:59.666):{0x221C} User settings: email=user@domain.com, routing=user@domain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=user@domain.com, server=zcs.mail.domain.com
    [30000] (08/20 10:16:59.666):{0x20C0} {user@domain.com} Sending data to Dispatcher, size=80, Tag=26092
    [40000] (08/20 10:16:59.666):{0x20C0} {user@domain.com} SendToDispatcher, Tag=26092
    [40000] (08/20 10:16:59.666):{0x1828} [BIPP] Send data, Tag=26092
    [40000] (08/20 10:16:59.666):{0x1D80} [BIPP] Received status DELIVERED, Tag=26092
    [40000] (08/20 10:16:59.666):{0x1D80} [BIPP] Received datagram, Tag=13052
    [40000] (08/20 10:16:59.666):{0x1D80} [BIPP] Received datagram, Tag=13053
    [40239] (08/20 10:16:59.682):{0x20F8} {user@domain.com} Still handled by desktop
    [30160] (08/20 10:16:59.682):{0x20F8} {user@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
    [40442] (08/20 10:16:59.682):{0x20F8} User settings: email=user@domain.com, routing=user@domain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=user@domain.com, server=zcs.mail.domain.com
    [40845] (08/20 10:16:59.729):{0x21DC} {user@domain.com} SetPIMState - Registering for PIM synchronization (bState=1, bRet=1)
    [30416] (08/20 10:16:59.729):{0x21DC} {user@domain.com} Established session with PIM Connector
    [40799] (08/20 10:16:59.729):{0x21DC} {user@domain.com} Processed request from PIM Connector: cmd=0x5, Tag=13052
    [40279] (08/20 10:16:59.729):{0x21DC} {user@domain.com} SubmitToRelaySendQ, Tag=13052
    [40000] (08/20 10:16:59.729):{0x1828} [BIPP] Send status DATA_ACCEPTED, Tag=13052
    [41079] (08/20 10:16:59.729):{0x2554} {user@domain.com} PagerImp::SaveChanges: changed items = 96, 97, 100, 101 Size = 15549
    [40239] (08/20 10:16:59.745):{0x2048} {user@domain.com} Still handled by desktop
    [30160] (08/20 10:16:59.745):{0x2048} {user@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
    [40442] (08/20 10:16:59.745):{0x2048} User settings: email=user@domain.com, routing=user@domain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=user@domain.com, server=zcs.mail.domain.com
    [45050] (08/20 10:16:59.776):{0x1FD8} DBNS: DbObject=200
    Last edited by newtobes; 08-24-2009 at 03:31 PM.

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