How to identify and troubleshoot enterprise activation issues
Doc ID : KB05202
Last Modified : 2007-02-09
Document Type : Support
- BlackBerry® device
- BlackBerry Device Software 4.0 through 4.2
- BlackBerry Enterprise Server software version 4.0 or later
- IBM® Lotus® Domino®
- Microsoft® Exchange
- Novell® GroupWise®
This document contains troubleshooting steps for each stage of enterprise activation. Use this document to identify points of failure and to troubleshoot the problems that may arise at each stage of the activation process.
For a description of the stages of enterprise activation, see KB10578.
For instructions on how to set up enterprise activation for a BlackBerry device, see KB03674. The Procedure section of KB03674 contains steps that the BlackBerry device user must complete to perform an enterprise activation.
Refer to the following sections for issues that can occur at each stage of the enterprise activation process and instructions for resolving them.
Stage 1 - Activation
- The Activating... status stops responding for 10 minutes, retrying every 10 minutes with a Retrying... status. After 40 minutes, the process times out with one of the following messages:
The server is not responding. Please contact your System Administrator.
An error has occurred. Please contact your System Administrator.
Causes for this behavior include the followinng:
- An incorrect password was typed on the BlackBerry device multiple times.
- The BlackBerry device user account mailbox is full, or the messaging server is unable to send or receive messages.
Tip: To verify that the BlackBerry device user is able to send and receive messages, have the BlackBerry device user send and receive a standard message using the email client.
- The wrong email address was entered during activation.
Tip: Validate the email address entered on the BlackBerry device during the activation process. If necessary, correct the address and retry the activation process.
- Messages are routed to a PST folder (in Microsoft Exchange environments only). As a result, the BlackBerry Enterprise Server is unable to access the activation message.
- The ETP.dat message was deleted or modified by an anti-virus or message blocking software.
Send the BlackBerry device user a blank DAT file and have it forwarded back to you to check for changes, as a test for modifications. To determine if messages from blackberry.com are blacklisted, have the BlackBerry device user enterprise activate to email@example.com
, then forward the message (after correcting the subject line) back to the BlackBerry device user.
- The BlackBerry device user account has not been added to the BlackBerry Enterprise Server, or the BlackBerry Enterprise Server administrator account does not have permissions to the BlackBerry device user's mailbox. As a result, ETP.dat messages accumulate in the email client. See KB02276 for information on permissions for BlackBerry Enterprise Server for Microsoft Exchange environments and KB01469 for information on BlackBerry Enterprise Server for IBM Lotus Domino environments.
Tip: Use the IEMSTEST.exe utility to check the permissions (in Microsoft Exchange). For instructions, see KB02091.
- The BlackBerry device user's BlackBerry message filters are configured to not redirect messages from the root Inbox folder, or the ETP.dat message was moved to an Inbox sub-folder by email filters. Remove any filters that move these messages from the Inbox, verify that the filters in BlackBerry Redirector Settings are set to redirect messages from the Inbox, and retry the activation process.
- The BlackBerry device failed to generate an ETP message.
Tip: Perform a hard reset of the BlackBerry device or install the latest BlackBerry Device Software version on the BlackBerry device using BlackBerry Application Loader. Then, retry the activation process.
- The password set by the administrator in BlackBerry Manager or the BlackBerry Enterprise Server Management console was not applied correctly.
Tip: To verify that the password was applied correctly, close BlackBerry Manager or the BlackBerry Enterprise Server Management console and re-open it. Verify the password is still listed under the BlackBerry device user's properties. If the password is not present, verify that the Microsoft SQL Server? permissions are correct, make sure that there are no network connectivity issues on the SQL Server, and check the Microsoft Data Access Components (MDAC) version. See KB03259 for instructions on determining the MDAC version.
- If a BlackBerry device user forwards messages to another BlackBerry device user, the ETP.dat message is sent to both accounts. When the BlackBerry Enterprise Server scans all BlackBerry mailboxes, it cannot determine which BlackBerry device user is using the BlackBerry device because the ETP.dat message has been sent to two accounts. Tip: Remove one BlackBerry device user from the BlackBerry Enterprise Server and add the BlackBerry device user again after the original BlackBerry device user completes enterprise activation. Or, turn off mail forwarding until the original BlackBerry device user has completed enterprise activation.
- The BlackBerry device shows that enterprise activation is stuck on Activating...
- ETP.dat messages sent from the BlackBerry device to the BlackBerry device user's email address are not making it to the Inbox of the email client (for example, Microsoft Outlook?).
- Check for BlackBerry device user defined filters, spam control, or junk email rules blocking the message from arriving in the Inbox.
- Confirm that the BlackBerry device has the correct signal type and signal strength to send data. Test personal identification number (PIN) messaging to confirm this.
- Send a test enterprise activation request to an account, such as Hotmail? to verify the ETP.dat messages are being sent.
- The BESAdmin account does not have the correct permissions to access the BlackBerry device user's mailbox and retrieve the ETP.dat message (the ETP.dat message has to arrive to the Inbox first before the BESAdmin will be notified of its existence).
Tip: Check permissions based on the Installation Guide pre-requisites for setting up a BESAdmin account.
- The BlackBerry device user agent is not started for the BlackBerry device user attempting the enterprise activation. This means there is no agent scanning for messages in the BlackBerry device user's Inbox. The following may restart the agent for the BlackBerry device user:
- Remove and re-add the BlackBerry device user to the BlackBerry Enterprise Server.
- Restart the BlackBerry Dispatcher and BlackBerry Controller services.
- Restart the BlackBerry Enterprise Server.
Important: Restarting the BlackBerry Enterprise Server will delay message delivery to BlackBerry devices. For more information, see KB04789.
- The enterprise activation was not completed. Using the Windows Services Administration tool, restart the BlackBerry Policy Service and the BlackBerry Synchronization Service on the BlackBerry Enterprise Server. Check to see that the BlackBerry Policy Service and the BlackBerry Synchronization Service are started. If they have not been started, start them. Restarting these services will allow the activation of the BlackBerry device to be complete.
- The BlackBerry device may not be registered to the wireless network. Perform a Hard Reset by removing and inserting the battery, and then perform the following to register the BlackBerry device.
- From the BlackBerry device Homescreen, click Options > Host Routing Table. Click the trackwheel and select Register Now.
- Options > Advanced Options > Host Routing Table. Click the trackwheel and select Register Now.
- Check the BlackBerry device for a registration email message confirmation to arrive. Once it does the BlackBerry device should be assigned to the wireless network and may now allow an enterprise activation to occur.
- The BlackBerry Enterprise Server has network issues; messaging application programming interface (MAPI) issues (in Microsoft Exchange environments only) or connectivity errors; or it has an incorrect version of MAPI32.dll. Check the application logs for related errors. See KB02542 to determine the correct version of MAPI32.dll for your Microsoft Exchange version.
- The BlackBerry device is not in an area with sufficient wireless coverage and is in the Activating... or Retrying... state. Test network connectivity by sending a personal identification number (PIN) message.
- The BlackBerry device is not properly provisioned.
Tip: A PIN message test can verify if the BlackBerry device is activated for standard wireless data; however, the BlackBerry device might not have been activated for enterprise traffic. Contact your wireless provider to verify that it has been activated for enterprise traffic.
- The ServerConfigHistory table might have unfinished tasks for the BlackBerry device user, preventing activation from continuing. This occurs only if the BlackBerry device user was previously added to the BlackBerry Enterprise Server. Manually run the BlackBerry Configuration Database cleanup agents on the SQL Server to clear these tasks, then activate again.
- The installation of the BlackBerry Enterprise Server was not performed by the BlackBerry Enterprise Server service account, as specified in the Installation Guide. Therefore, the BlackBerry Enterprise Server may not have the proper permissions to correctly log in to the BlackBerry device user's account. As a result, the enterprise activation will not start.
Tip: To correct this issue, see KB04426.
If the ETP.dat message is not getting picked up by the BlackBerry Enterprise Server and you have already confirmed the permissions are correct, the following warning might appear in the application log:
User John Doe not started.
Tip: Stop and start the Router, Dispatcher, and Controller services in that order. This forces the BlackBerry Controller to assign the BlackBerry device user to an agent and the ETP.dat activation message should be processed several minutes later.
Stage 2 - Verifying Encryption
On a BlackBerry device (see KB046347) using BlackBerry Device Software 4.0 or later, the error message Activation error: Contact Service Administrator appears if the BlackBerry Enterprise Server is set to accept only Advanced Encryption Standard (AES) encryption. BlackBerry Device Software 4.0 supports only Triple Data Encryption Standard (DES) encryption.
Stage 3 - Receiving Services
Issues that occur when the BlackBerry device displays the Services Received
status include the following:
- The BlackBerry device stops responding with the message Waiting for Services. This may occur because the BlackBerry Policy Service is not running, or it cannot send the IT policy or service books to the BlackBerry device. Check if the BlackBerry Policy Service is running, or restart the BlackBerry Policy Service.
- The BlackBerry device rejects the IT policy pushed from the BlackBerry Policy Service. The activation process is terminated due to security restrictions. Generally, this means that the BlackBerry device has a current IT policy from another BlackBerry Enterprise Server. Tip: If this occurs, have the BlackBerry device user perform a Wipe Handheld (Options > Security Options > General Settings) of the BlackBerry device in order to remove the policy key so the BlackBerry device will not reject a policy from a different BlackBerry Enterprise Server. Then, remove the BlackBerry device user account from the BlackBerry Enterprise Server and add it again.
- The activation process stops responding because the BlackBerry Enterprise Server has network connectivity issues or SQL Server errors. Check the application logs for errors of this nature.
- The following error occurs at this stage: An error has occurred, please contact your system administrator
Stage 4 - Slow Synchronization
Issues that occur during the slow synchronization process include the following:
- Slow synchronization does not begin if the BlackBerry Synchronization Service is not running. It will fail on an Initializing status after the wireless calendar synchronization process completes. Verify the BlackBerry Synchronization Service is running, or try restarting the BlackBerry Synchronization Service.
- The slow synchronization process stops responding because the BlackBerry Enterprise Server has network connectivity issues or SQL Server errors.
- The BlackBerry Synchronization Service does not function because the Microsoft XML Parser (MSXML) is the incorrect version or is not installed.
- If content protection is enabled on the BlackBerry device, the BlackBerry device might suspend the slow synchronization session. Disable content protection during the initial activation, or install the latest version of the BlackBerry Enterprise Server (including service pack and hotfix).
- The BlackBerry device has the Disable Wireless Bulk Loads policy enabled or Wireless Synchronization is disabled. Check the BlackBerry device user's current IT policy to see if the BlackBerry device is activated and make sure that Wireless Bulk Loads policy and Wireless Synchronization are not disabled. See KB04294 for information on the Disable Wireless Bulk Loads policy.
- If many BlackBerry device users attempt a slow synchronization simultaneously, the process can take a long time to run or possibly time out, depending on BlackBerry Enterprise Server load and messaging server performance.