Ite&a new kb submission Form


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ITE&A New KB Submission Form



Note: Please use Times New Roman 12 font for filling out this form.

Product(s) Directly Impacted: Blackberry- BlackBerry Enterprise Activation and Reset Password
Solution Summary:
Note: Resolution steps for an answer can be End-User specific, Agent specific or a combination of both. If the resolution steps are the same for multiple groups, then just put “same as ” in the appropriate box below. Put “n/a” in the boxes below where steps are not required.


 Provide a Question if KB is for End-Users OR Statement if KB is for Agents:

How to Set an Enterprise Password and Reset the Blackberry Device Password
Note: A new BlackBerry Web Desktop Manager will be used to reset the device and enterprise activation passwords. Some features require the device to be connected to the computer and others (such as the password resets) do not. 







Resolution Steps for End-Users: (List the steps for End-Users to perform – requires screenshots)

Set an Enterprise Activation Password:
You will need to reset the Blackberry device and activation password prior to running a BlackBerry Enterprise E-Mail Activation

To set an Enterprise Activation password for your BlackBerry device, go BlackBerry Web Desktop Manager at http://BBManager.usps.gov.

If prompted with a message “This page contains both secure and nonsecure items. Do you want to display nonsecure items?”, select Yes

Note

  • The BlackBerry device should NOT be connected to the computer

  • An Enterprise Activation is used to connect the BlackBerry device to the BlackBerry Enterprise Server (BES).  In order to do this, a different password is setup.  This is not the same password used to unlock the device or the ACE login ID password.

  1. Enter your ACE ID and Password, Click Log in



  1. Click the “Ignore necessary controls installation” if your screen looks like below.



  1. select “Create an Enterprise Activation Password”



  1. Enter a new enterprise activation password in both fields and select “Set the enterprise activation password:” You should see the message “Enterprise activation password set successfully. This password expires in 24 hours”.



BlackBerry Enterprise E-Mail Activation:

The following instructions detail How to activate your BlackBerry for E-Mail Exchange using Microsoft Outlook.

  1. Check Your Activation Requirements - What's needed to activate my BlackBerry?

  • Your Enterprise Activation Password

  • BlackBerry Powered On

  • Wireless Turned On

  • Good Signal Strength

  • Good Battery Power

  1. Activate!

On the Newest 6.0 or 7. BlackBerry Devices ( 9930 Bolds, 9850 Torch, and 97xx Bold):

Find the Setup Icon you may have to scroll down and or click on All to view it, it looks like a BlackBerry with a green star on it.

  • Select Email Accounts

  • Enter your email address (jane.j.doe@usps.gov) and the enterprise activation password (from the step above).

  • Click the Activate button.

  • You should see messages appear such as “Contacting server…”.  The Enterprise activation may take a long time to complete (more than an hour) depending on the mailbox size.

  • Once the activation is complete, ensure you can send and receive email from the BlackBerry device.



On the Older Devices and older 9700's:


  • Navigate to the Options icon (wrench or equalizer) on your BlackBerry and select it by clicking your trackpad or trackball.  On some devices, you will select Advanced Options and then scroll to Enterprise Activation).

NOTE:  If you only have 6 icons on your BlackBerry home screen, press the MENU key directly to the left of the trackpad or trackball to display the rest of the icons.  

  • The Options icon may be located in the Settings (gears) folder, if it is not on the main screen.

  • Push in the trackball to open the Enterprise Activation feature.

  • Type in your Corporate E-Mail Address (example: John.L.Doe@usps.gov).

NOTE:  This e-Mail address must be typed exactly right or the activation process will fail. Type in your Enterprise Activation Password (reset in the steps above)

        • If there is a field called "Activation Server Address:", ignore this field.

        • Click the trackball and select Activate.

        • If your backlight goes out during this process, you may click the trackball again to gain visibility without interrupting the process.

        •  If you are prompted to change your Password you will be changing the Password that you will use to unlock the handheld device.

        • Confirm that Activation progress reaches 100%.

        • Confirm all information transferred by reviewing the information under the various icons (e-Mail, calendar, contacts, memos, tasks).


Blackberry Password Reset:





  1. The BlackBerry device should NOT be connected to the computer

  2. On the computer, open the following link in a web browser: http://BBManager.usps.gov.

  3. If prompted with a message “This page contains both secure and nonsecure items. Do you want to display nonsecure items?”, select Yes.

  4. Enter your ACE login ID and password in the User name and password fields.  Do not change any other options.  Click “Log in”.



  1. Click on the “Advanced Setting” tab

  2. Click on “Device Management” then “Specify new device password and lock device”



  1. Type in a new BlackBerry device password in both fields (must be at least six characters) then click on “Specify new device password and lock device”.  You should see the message “Device password saved successfully”.



  1. On the BlackBerry device, a message “Your administrator has changed your password” will appear.  Select OK.

  2. Use the new device password to unlock the device.

Troubleshooting:

If your device activation fails, please check the following:

  • Do you have good signal strength on your device?  If not, move to another area with a stronger signal.

  • Did you reset your Blackberry password via http://BBManager.usps.gov?

  • Did you use that password during the activation?

  • Did you type the SMTP e-Mail address correctly?

  • Did you turn off Automatic Filtering in Outlook on your computer prior to starting the activation?

If you check these items and still have issues while running the Enterprise Activation on your device, please contact ProfitLine at 800-877-7435 and say "BlackBerry" when prompted. For your convenience, our Customer Support desk is available 24 hours a day/7 days a week/365 days a year.





Resolution Steps for Tier 1 Agents: (List the steps for Tier 1 to perform)

N/A





Resolution Steps for Field IT: (List any specific steps for Field IT to perform)


N/A






Resolution Steps for ACC(Tier 2): (List any specific steps for the ACC to perform)


N/A






Resolution Steps for ITEA-Tier 3: (List any specific steps for Tier 3 to perform)


N/A



Solution Maintenance Fields:


KB Expiration Date: (default = 1yr from submission)

One year

Subject Matter Expert (SME) Name:

Yina Shuman

SME email address:

yina.d.shuman@usps.gov


SME phone number:

919-501-9188


Attachments:



Solution Attachments (only .zip files)









Screen Shots or Graphics: (attach to the right)





Remedy Coding: (Verify all CTIS/RR’s exist in Remedy before entering below)
Category: Policy/Procedure

Type: Blackberry

Item: Instructional

Summary: How To

Description: (optional)

Root Cause Category: n/a

Root Cause:n/a


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