Wireless enterprise activation stops responding

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Wireless enterprise activation stops responding

Doc ID : KB03410
Last Modified : 2007-07-10
Document Type : Support

Environment

• BlackBerry® Device Software 2.7 and 4.0
• BlackBerry® Enterprise Server software versions 4.0 through 4.1

Problem

Background

The wireless enterprise activation process initializes a BlackBerry device for the first time. The enterprise activation process consists of two main parts:

• Part 1: Activation of the BlackBerry device user's account on the BlackBerry Enterprise Server.
• Part 2: Full synchronization of the BlackBerry device user's personal information management (PIM) data, which is referred to as wireless synchronization.

Problem

Enterprise activation stops responding before the process is complete.

Cause


The enterprise activation process can fail for one or more of the following reasons:

During Part 1

• The enterprise activation process stops while an encryption key is being generated.
• The email address is incorrect
• The password is incorrect on the BlackBerry Enterprise Server.
• During wireless activation, you receive an email message from network@etpXXXX.<etp_address>.blackberry.net.
• The BlackBerry Policy Service on the BlackBerry Enterprise Server is stopped.

During Part 2

• The Desktop [SYNC] service book is corrupt
• The MAPI32.DLL file is not configured correctly

Resolution

Perform the appropriate resolution related to your cause.

Cause 1

The enterprise activation process stops while an encryption key is being generated.

Resolution

Cancel the activation and try to activate the BlackBerry device after verifying the following:

• The activation password has been set on the BlackBerry Enterprise Server. Contact your system administrator to confirm the password has been set.
• The wireless transceiver is on and the BlackBerry device status indicator displays upper case letters (indicating good network coverage).

Workaround

Warning: The following procedure will delete either all data, or all data and applications on the BlackBerry device. Back up the data on your BlackBerry device before proceeding. For instructions, see KB12487.

Contact your system administrator to complete the following steps (step 3 requires access to the BlackBerry Enterprise Server):

1. Delete all data and applications from the BlackBerry device. For instructions, see KB02318. Note: Make sure the wireless transceiver is turned off.
2. Contact your system administrator to set the Activation Password on the BlackBerry Enterprise Server. For instructions, see KB05128.
3. Click the Enterprise Activation icon on the BlackBerry device. If the icon is not present, click Options, then click Enterprise Activation.
4. Type the email address and password from step 3.
5. Display the menu, and select Activate. The Enterprise Activation progress bar appears and the process completes after several minutes.

Cause 2

The email address is incorrect.

Resolution

Verify that the correct email address is used during the enterprise activation process.

1. In BlackBerry Manager, click Server.
2. On the User List tab, right-click the BlackBerry device user account, then click Properties. The email address is displayed on the General tab.
3. Correct the email address, then try to activate again.

Cause 3

The password is incorrect on the BlackBerry Enterprise Server.

Resolution

Correct the password, then try the enterprise activation process again.

Note: The password is case-sensitive. Typing numbers in the password requires the use of the Alt key on the BlackBerry device.
Cause 4


During wireless activation, you receive an email message from:

network@etpXXXX.<etp_address>.blackberry.net

<mailto:network@etpXXXX.<etp_address>.blackberry.n et>

To determine why this message has not been received, verify the following:

• A spam filter is not blocking the message.
• The message is sent to the correct email address.
• The organization's firewall is not allowing the message through.
• There are no redirection rules being applied to the message as it arrives (for example, the message is moved to another folder, or the message is deleted).
• The BlackBerry device user's email client is set to deliver new email messages to the Microsoft® Exchange mailbox and not to a personal folder (PST) file.
• The BlackBerry device is provisioned for BlackBerry Enterprise Server services. If you can send and receive personal identification number (PIN) messages, then the BlackBerry device is provisioned correctly.

Cause 5

The BlackBerry Policy Service on the BlackBerry Enterprise Server is stopped.

Resolution

Start the BlackBerry Policy Service on the BlackBerry Enterprise Server.

1. On the BlackBerry Enterprise Server, go to Start > Run and type services.msc.
2. Double-click the BlackBerry Policy Service, if the BlackBerry Policy Service displays Stopped, start it.

Cause 6

The Desktop [SYNC] service book is corrupt.

Resolution

To restore the Desktop [SYNC] service book, complete the following steps:

1. On the BlackBerry device, click Options > Service book.
2. Click Desktop [SYNC] > Delete.
3. From the same screen, click the trackwheel and click Undelete.

Note: The wireless synchronization process will begin again, but will occur in the background.

Cause 7

The MAPI32.DLL file is configured incorrectly.

Resolution

Determine if you have met all installation requirements and that the MAPI32.DLL file is configured correctly. For more information, see your BlackBerry Enterprise Server for Microsoft Exchange Installation Guide.




Additional Information

See the BlackBerry Wireless Enterprise Activation Technical White Paper for a detailed description of the enterprise activation process. Each time the BlackBerry Enterprise Server processes the network email message for a BlackBerry device user account, the enterprise activation password is automatically cleared and must be reset before another attempt can be made. The enterprise activation password is only valid for 48 hours from the time it is set.