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Join Date: Feb 2006
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here's a troubleshooting guide you can share with your BES admin
Troubleshooting Stages of 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
1. 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 following:
An incorrect password was entered 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 desktop email client.
The wrong email address was entered for 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 message was deleted or modified by a anti-virus or message blocking software.
Tip: Check the messaging server to verify that it is not set to modify or block DAT files. Also, make sure that the blackberry.com domain is not blacklisted. For help, contact your messaging server administrator.
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 userxxx8217;s mailbox. As a result, ETP messages accumulate in the Inbox. See KB-02276 for information on permissions for BlackBerry Enterprise Server for Microsoft Exchange environments and KB-01469 for information on BlackBerry Enterprise Server for IBM Lotus Domino environments.
The BlackBerry device userxxx8217;s BlackBerry message filters are configured to not redirect messages from the root Inbox folder, or the ETP 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 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 permissions are correct, make sure that there are no network connectivity issues to the SQL Server, and check the Microsoft Data Access Components (MDAC) version. See KB-03259 for instructions on determining the MDAC version.
2. 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 their mail client (for example, Microsoft OutlookŪ).
a) Check for user-defined filters, spam control, or junk email rules blocking the message from arriving in the Inbox.
b) Confirm that the BlackBerry device has the correct signal type and signal strength to send data traffic. Test Personal Identification Number (PIN) messaging to confirm this.
c) Send a test Enterprise Activation request to an account such as Hotmail or other to verify the ETP.dat are being sent.
The BESAdmin account doesn't 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 user agent is not started for the BlackBerry device user attempting 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:
a) Remove and re-add the BlackBerry device user to the BlackBerry Enterprise Server.
b) Restart the BlackBerry Dispatcher and BlackBerry Controller services.
c) Reboot the BlackBerry Enterprise Server.
Important: Restarting the BlackBerry Enterprise Server will delay message delivery to BlackBerry wireless devices. For more information, see KB-04789
3. 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. Contact your service provider to determine the correct version of MAPI32.dll for your Microsoft Exchange version.
4. The BlackBerry device is not in an area with sufficient wireless coverage and is in the Activatingxxx8230; or Retryingxxx8230; state. Test network connectivity by sending a PIN message.
5. The 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.
6. 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.
7. The installation of the BlackBerry Enterprise Server was not performed by BlackBerry 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, please follow the steps in KB-04293.
8. 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 Controller to assign the BlackBerry device user to an agent and the ETP activation message should be processed several minutes later.
Stage 2 - Verifying Encryption
On a RIM Wireless Handheld (see KB-04634 for a list of RIM Wireless Handhelds) using BlackBerry Device Software 2.7, 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 2.7 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:
1. 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.
2. 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 security wipe 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.
3. 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.
Stage 4 - Slow Synchronization
Issues that occur during the slow synchronization process include the following:
1. 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 it.
2. The slow synchronization process stops responding because the BlackBerry Enterprise Server has network connectivity issues or SQL Server errors.
3. The BlackBerry Synchronization Service does not function because the Microsoft XML Parser (MSXML) is the incorrect version or is not installed.
4. 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).
5. The BlackBerry device has the Disable Wireless Bulk Loads policy, or Wireless Synchronization is disabled. Check the BlackBerry device userxxx8217;s current IT policy to see if the BlackBerry device is activated and make sure that Wireless Bulk Loads and Wireless Synchronization are not disabled. See KB-04294 for information on the Disable Wireless Bulk Loads policy.
6. If many 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.