The server is not responding or an error has occurred during the activation process

[BESadmin]

The server is not responding or an error has occurred during the enterprise activation process


Doc ID : KB13468
Last Modified : 2007-06-26
Document Type : Support


Environment

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

Problem

The BlackBerry device stops responding and displays a status of Activating. The BlackBerry device then attempts the enterprise activation process again every 10 minutes, displaying a Retrying status each time. After a period of time, 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

Summary of Causes
This issue could be caused by one of the following:

1. The BlackBerry Enterprise Server system administrator is unaware that the BlackBerry device user is trying to perform an enterprise activation process.
2. The BlackBerry device user account was not created on the BlackBerry Enterprise Server.
3. The activation password was not created.
4. The installation prerequisites for the BlackBerry Enterprise Server have not been met.

Resolution

Perform the appropriate resolution for your cause.

Cause 1

The BlackBerry Enterprise Server system administrator is unaware that the BlackBerry device user is trying to perform an enterprise activation process.

Resolution 1

Confirm that the BlackBerry Enterprise Server system administrator is aware that the BlackBerry device user is performing an enterprise activation process.

Cause 2

The BlackBerry device user account was not created on the BlackBerry Enterprise Server.

Resolution 2

Confirm that the BlackBerry device user account was created on the BlackBerry Enterprise Server.

Cause 3

The activation password was not created.

Resolution 3

Verify that the activation password was created. To create an activation password, see KB03674.

Cause 4

The installation prerequisites for the BlackBerry Enterprise Server have not been met.

Resolution 4

Verify that all prerequisites have been met for the BlackBerry Enterprise Server installation. See the BlackBerry Enterprise Server Installation Guide for the necessary prerequisites.