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KB18490 - The stupidest KB article I've ever seen posted

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Posted 07-04-2009 at 06:00 PM by hdawg

Here it is ...

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KB18490 - User activated on BlackBerry Enterprise Server is unable to send or receive emails

Environment

<content>

BlackBerry® Enterprise Server version 4.1
BlackBerry® Curve™ 8900 smartphone
BlackBerry® Curve™ 8350i smartphone
BlackBerry® Curve™ 8330m smartphone
BlackBerry® 8700 smartphone
Microsoft® Exchange Server 2003

</content>
<hr class="section">
Overview

<content> A BlackBerry smartphone that is activated on a BlackBerry Enterprise Server is unable to send or receive emails. </content>
<hr class="section">
Resolution

<content>

Wipe the BlackBerry smartphone.
Remove the user and all mailbox information from the BlackBerry Enterprise Server.
Add the user to the BlackBerry Enterprise Server.
Perform an Enterprise Activation on the BlackBerry smartphone.

</content>
<hr class="section">Products

BlackBerry 8700 Series
BlackBerry Curve 8300 Series
BlackBerry Curve 8900 smartphone
BlackBerry Enterprise Server for Microsoft Exchange

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Does this problem only apply to BES with Exchange Server 2003? Does a 9000 series device not have this problem? Seriously ... Wipe a device is the first recommendation for a resolution?!?!?!?

What about resending a service book? What about a problem with an encryption key? What about ... wait for it ... A RIM NETWORK OUTAGE?!?!?!...

Honestly, I have no clue where this one comes from but this seems like the most incomplete and mis-leading KB article ever; I debated even posting this for fear that someone would reference it as an actual solution to use. Sure, after checking 10 or so other things first this might bring resolution to the problem.

I guess next time someone has a problem with Windows XP, I should just tell them to format the drive and reinstall XP without doing any troubleshooting.