ActiveSync dead after update to 10.2.2.932

Question

I use my Q10 to sync with Tine20 groupware, which worked flawlessy until the rollout of the update to 10.2.2.932 for  Telekom Subscribers (D1, 262-01) network in germany, which was 2014/08/09 in my case.
The device does not complain in any respect, it is also possibe to re-create the ActiveSync profile, but during a sync the communication stops at PROVISION state. No error reports are raised, the phone just does not sync.
According the the changelog, Blackberry did some "Adjustments for Enterprise carriers".
Does anybody have a clue on how to sort out the matter?
Thank you!
Solved!
Go to Solution.

Answer 1

Hi and Welcome to the Community!
Firstly...
starxed wrote:
@blackberry: Would you kindly give me a statement on this?
Sorry, but here in this user-to-user community, that just won't happen. Please see this "sticky" post, along with the threads to which it links, for helpful information to guide you as you proceed:
http://supportforums.blackberry.com/t5/Social-Lounge/How-This-Site-and-Formal-Support-Work/td-p/2540...
Now, as to your issue, since you say you did an update, it is possible that something simply did not make it through the update cleanly, and needs to be refreshed. But, if you are on BES (you hinted at it, but I cannot tell for sure), then please stop now and contact your BES admins...perhaps they are not yet ready for this update on their end, and you have updated to a platform beyond that which they are ready to support. Regardless, whenever BES is involved, it is always wise to involve your BES admins as they have information and insights which no one else has access to.
If you are not on BES, then we can continue. Here are the things I'd recommend.
With a strong carrier network signal (e.g., not merely WiFi), I suggest the following steps, in order, even if they seem redundant to what you have already tried (step 1 should result in a message coming to your BB...please wait for that before proceeding to the next step):
1) Register HRT
KB00510 How to register a BlackBerry smartphone with the wireless network
Please wait for one "registration" message to arrive
2) Reboot
Pre-BB10 Devices ONLY. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes.
BB10 Devices. Hold the top button down until the counter reaches zero. Wait for the device to be fully shut down (e.g., nothing at all displayed on the screen, no LED lights, etc.). Hold the top button until the red LED is lit. Wait through the full boot-up process. IF this fails, you can attempt the battery-pull method above, but it is normally NOT recommended unless nothing else works.
See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.
Hopefully that will get things going again for you! If not, then you should try deleting and re-adding your configurations for the affected email account. Otherwise, you should contact your mobile service provider for formal support and possible formal escalation to BB (that is the only channel, as my first link above revealed, by which to receive formal BB support).
It is also possible that the OS itself had some issue during the upgrade, in which case an OS reload would be in order. Here is a process I recommend:
Perform, via LINK, a complete backup of your device
Also perform a Settings only backup of your device, to a separate backup file
Do an on-device WIPE
Reload your OS via LINK
http://supportforums.blackberry.com/t5/BlackBerry-10-Smartphone/How-to-Reload-your-Blackberry10-OS/t...
Do another on-device WIPE
Restore your device from the full backup
If that works, then great! But, if not, then this is where it gets tricky, and the correct combination of choices here will be unique to your situation...I cannot actually tell you which will work and which will not. You must choose from these, either alone or in combination, what you wish to attempt:
For step 4, substitute an AutoLoader
http://supportforums.blackberry.com/t5/BlackBerry-10-OS-Device-Software/Upgrading-OS10-devices-using...
You may have to dig deep in that thread for the most current links, or you may have to search other sites (e.b., CB) for the link to an AutoLoader for the OS you are presently running
For step 6, perform the restore from the Settings only backup taken in step 2
For step 6, perform no restore at all, and manually reconfigure everything
There are cases where the backup file contains corruption that gets reintroduced upon restore. Further, the AutoLoader reload sometimes can succeed where other methods fail.
Good luck!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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