Enterprise activation process stops responding at Activating stage

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Enterprise activation process stops responding at Activating stage

Doc ID : KB13840
Last Modified : 2007-08-07
Document Type : Support

Environment

• BlackBerry® device
• BlackBerry® Device Software 4.0 through 4.2
• BlackBerry® Enterprise Server software version 4.0 and later

Problem

The BlackBerry device continuously displays an Activating status.

Cause

The issue is caused by one of the following:

1. The BlackBerry device is not registered on the wireless network and provisioned for BlackBerry Enterprise Server service.
2. The ETP.dat activation message does not arrive in the inbox.
3. The BlackBerry Enterprise Server administration account does not have the correct permissions to access the BlackBerry device user's mailbox.
4. No user agent is scanning for email messages in the BlackBerry device user's inbox.
5. The BlackBerry device is not registered on the wireless network.
6. The BlackBerry device is not activated for Enterprise service.

Resolution

Complete the appropriate resolution for the cause.

Cause 1

The BlackBerry device is not registered on the wireless network and provisioned for BlackBerry Enterprise Server service.

Resolution

Complete the following steps:

1. Remove and re-insert the BlackBerry device battery. This resets the BlackBerry device.
2. Register the BlackBerry device on the wireless network. See KB00510 for instructions.
3. Check the BlackBerry device for a registration confirmation email message. When the message arrives, the BlackBerry device should be registered on the wireless network and the enterprise activation process can complete.

Cause 2

The ETP.dat activation message sent from the BlackBerry device to the BlackBerry device user's email address does not arrive in the inbox of the email client.

Resolution 1

Check for BlackBerry device user-defined filters and spam email message rules that may prevent messages from arriving in the inbox.

Resolution 2

Confirm that the BlackBerry device has the correct signal type and signal strength for sending data. Test BlackBerry device personal identification number (PIN) messaging to confirm this.

Resolution 3

Send a test enterprise activation request to an external email account (for example, MSN® Hotmail®) to confirm that the ETP.dat activation messages are being sent.

Cause 3

The BlackBerry Enterprise Server administration account does not have the correct permissions to access the BlackBerry device user's mailbox and retrieve the ETP.dat activation message.

Note: The ETP.dat activation message must arrive in the mailbox before the BlackBerry Enterprise Server administration account will be notified that the message has been received.

Resolution

Check the permissions based on the pre-requisites for setting up a BlackBerry Enterprise Server administration account. For more information, see the BlackBerry Enterprise Server Installation Guide.

Cause 4

No user agent is scanning for email messages in the BlackBerry device user's inbox. During the enterprise activation, the BlackBerry device user agent was not started.

Resolution

Remove and then add the BlackBerry device user to the BlackBerry Enterprise Server. Restart the BlackBerry Dispatcher and the BlackBerry Controller, and then restart the BlackBerry Enterprise Server.

Important: Restarting certain BlackBerry Enterprise Server services will delay message delivery to BlackBerry devices. For more information, see KB04789.

Cause 5

The BlackBerry device is not activated for standard wireless data.

Resolution

Send a PIN message from the BlackBerry device to verify that the BlackBerry device is activated for standard wireless data. For instructions on composing a PIN message, see KB02913.

Cause 6

The BlackBerry device is not activated for Enterprise service.

Resolution

Contact your service provider to confirm that the BlackBerry device has been activated for Enterprise service.