• BlackBerry® Enterprise Server versions 4.0 and 4.1
• BlackBerry smartphone

1. The network message used to activate the BlackBerry smartphone contains an incorrect activation password.
2. The BlackBerry smartphone is restricted by an Enterprise Service Policy.
3. The BlackBerry smartphone personal identification number (PIN) is already in use on another BlackBerry Enterprise Server instance.
4. A problem occurred during the Verifying Encryption stage of the enterprise activation process. After the Verifying Encryption stage, the BlackBerry smartphone user will see a message stating that the encryption was verified followed by the error message.
5. A forwarding rule has been set up on the Microsoft® Exchange Server to forward messages to a different account in Microsoft Exchange.

• Use the following resolution to remove the incorrect password from BlackBerry® Enterprise Server version 4.0 for Microsoft® Exchange: Note: In a Microsoft Exchange messaging environment, do not use BlackBerry Manager 4.0 or the BlackBerry Enterprise Server Management console on a remote computer to administer BlackBerry Enterprise Server version 4.1. Adding a BlackBerry smartphone user under these circumstances will result in the same error message.

1. In BlackBerry Manager, select the BlackBerry Enterprise Server to view the BlackBerry smartphone user list.
2. Right-click the BlackBerry smartphone user account and click Properties.
3. Click Remove Password to clear the password.

• For all other BlackBerry Enterprise Server versions, use the following resolution to remove the incorrect password:

1. Re-type the activation password on the BlackBerry smartphone.

If this does not work, the BlackBerry Enterprise Server administrator should complete the following steps:

Note: A maximum of four activation attempts can be made using the same password.

1. In BlackBerry Manager, click the User List tab.
2. Select the BlackBerry smartphone user account.
3. In the Service Access section, clear the password.
4. Click Set Activation Password.
5. Leave the Password and Confirm Password fields blank.
6. Set Expiration to 0.
7. Click OK.

If clearing the password does not work, set a new password using one of the following methods:
Method 1

1. Click Set Activation Password.
2. Type a new password for activation.
3. Communicate the password to the BlackBerry smartphone user.

Method 2

1. Click Generate an Email Activation Password. The BlackBerry smartphone user automatically receives an email message containing the activation password.

Note: For BlackBerry Enterprise Server version 4.0 for Microsoft Exchange, right-click the BlackBerry smartphone user account and click Generate an Email Activation Password.

1. Open BlackBerry Manager, and select the BlackBerry Enterprise Server in the left pane.
2. On the Users tab, select the affected BlackBerry smartphone user account.
3. In the bottom pane, click Edit Properties. The User Properties window appears.
4. Select Enterprise Service Policy, and set the Enterprise Server Policy Override value to True.
5. Click OK.

1. Open BlackBerry Manager, and select the BlackBerry Domain in the left pane.
2. On the Global tab, click Edit Properties. The Global Properties window appears.
3. Select Enterprise Service Policy, and click PIN in the right pane.
4. Click the Browse button next to the PIN, and click New in the PIN window.
5. Type the PIN of the BlackBerry smartphone to be be activated.
6. Click OK.

1. Remove the PIN from the second BlackBerry Enterprise Server instance.
2. Remove the BlackBerry smartphone user from the first BlackBerry Enterprise Server instance.
3. Erase all data and applications from the BlackBerry smartphone. See KB02318 for instructions.
4. Add the BlackBerry smartphone user and perform the activation process again.

1. Remove the BlackBerry smartphone user from the BlackBerry Enterprise Server and delete the BlackBerry smartphone user information from the BlackBerry smartphone user's mailbox on the messaging server.
2. Add the BlackBerry smartphone user to the BlackBerry Enterprise Server again.
3. Repeat the enterprise activation process.