BlackBerry device stuck at Activating or Retrying during Enterprise Activation

[BESadmin]

BlackBerry device stuck at Activating or Retrying during Enterprise Activation

Doc ID : KB13458
Last Modified : 2007-07-03
Document Type : Support


Environment

• BlackBerry® device
• BlackBerry® Enterprise Server

Problem

The BlackBerry device stops responding for 10 minutes while displaying an Activating status. The BlackBerry device tries to begin the enterprise activation process again every 10 minutes, displaying a Retrying status each time. After 40 minutes, the BlackBerry device stops re-trying and displays one of the following messages:

• The server is not responding. Please contact your System Administrator
• An error has occurred. Please contact your System Administrator

Cause

1. The BlackBerry device user account mailbox is full, or the messaging server cannot send or receive messages
2. The email address used to start the enterprise activation process has been entered incorrectly
3. The BlackBerry device failed to generate an Email Transfer Protocol (ETP) message
4. The email message filters on the BlackBerry device are configured to not redirect messages from the Inbox folder of the email client, or the ETP.dat activation message was moved to an Inbox subfolder by email message filters
5. The password set in BlackBerry Manager or in the BlackBerry Enterprise Server Management console was not applied correctly
6. If a BlackBerry device user forwards messages to a second BlackBerry device user, the ETP.dat activation message is sent to both BlackBerry device user 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.
   Note: BlackBerry Manager points to a different BlackBerry Configuration Database (or BlackBerry Configuration Database location) than the BlackBerry services. To confirm this problem, compare the BlackBerry Configuration Database information in BlackBerry Manager with the information that appears on the Database tab of the BlackBerry Server Configuration Utility
7. In a Microsoft® Exchange environment, one of the following problems may occur:
8. 1. Messages are sent to the BlackBerry device PST folder; therefore, the BlackBerry Enterprise Server cannot access the enterprise activation message
   2. The ETP.dat activation message is deleted or modified by an antivirus application or message blocking software
   3. The ETP message is unaltered in the user's inbox but it is not being picked up by the BlackBerry Enterprise Server

Resolution

Cause 1

The BlackBerry device user account mailbox is full, or the messaging server cannot send or receive messages

Resolution

Determine if the BlackBerry device user can send and receive email messages. The BlackBerry device user can try to send and receive a message using the email client on the computer (for example, Microsoft® Outlook® or IBM® Lotus Notes® )

Cause 2

The email address used to start the enterprise activation process has been entered incorrectly

Resolution

Confirm that the email address entered on the BlackBerry device is correct. Using the correct address, start the enterprise activation process again.

Cause 3

The BlackBerry device failed to generate an Email Transfer Protocol (ETP) message

Resolution

Perform a hard reset of the BlackBerry device or install the most recent version of BlackBerry® Device Software. To perform a hard reset, remove and reinsert the battery in the BlackBerry device. After performing a hard reset or installing the BlackBerry Device Software, try the enterprise activation process again.

The BlackBerry device user account has not been added to the BlackBerry Enterprise Server, or the BlackBerry Enterprise Server administration account does not have appropriate permissions to the BlackBerry device user's mailbox. As a result, ETP.dat activation messages are collected and retained in the email client.

Note: For information on permissions for BlackBerry Enterprise Server in a Microsoft Exchange environment, see KB02276. For information on permissions for BlackBerry Enterprise Server in an IBM® Lotus® Domino® environment, see KB01469

Cause 4

The email message filters on the BlackBerry device are configured to not redirect messages from the Inbox folder of the email client, or the ETP.dat activation message was moved to an Inbox subfolder by email message filters

Resolution

Remove the filters that move ETP.dat activation messages from the Inbox folder. In BlackBerry® Desktop Manager, confirm that the filters in Redirector Settings are redirecting messages from the Inbox folder, then try the enterprise activation process again

Cause 5

The password set in BlackBerry Manager or in the BlackBerry Enterprise Server Management console was not applied correctly

Resolution

To determine if the password was applied correctly, close BlackBerry Manager or the BlackBerry Enterprise Server Management console, then open it again. Confirm that the correct password is listed in 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 Microsoft SQL Server, then confirm that the correct Microsoft Data Access Components (MDAC) version is being used. For instructions on determining the MDAC version, see KB03259

Cause 6

If a BlackBerry device user forwards messages to a second BlackBerry device user, the ETP.dat activation message is sent to both BlackBerry device user 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

Note: BlackBerry Manager points to a different BlackBerry Configuration Database (or BlackBerry Configuration Database location) than the BlackBerry services. To confirm this problem, compare the BlackBerry Configuration Database information in BlackBerry Manager with the information that appears on the Database tab of the BlackBerry Server Configuration Utility

Resolution

Do one of the following:

• Remove the second BlackBerry device user from the BlackBerry Enterprise Server. When the first BlackBerry device user completes the enterprise activation process, add the second BlackBerry device user to the BlackBerry Enterprise Server again
• Before starting the enterprise activation process, disable message forwarding until the BlackBerry device user has completed enterprise activation

Cause 7

In a Microsoft Exchange environment, one of the following problems may occur:

• Messages are sent to the BlackBerry device PST folder; therefore, the BlackBerry Enterprise Server cannot access the enterprise activation message
• The ETP.dat activation message is deleted or modified by an antivirus application or message blocking software
• The ETP message is unaltered in the user's inbox but it is not being picked up by the BlackBerry Enterprise Server

Resolution

To determine if changes are made to the ETP.dat message, send the BlackBerry device user a blank .dat file from an external email address, then have the file forwarded back.