05-26-2009, 12:24 AM
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Proprietor
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Join Date: Nov 2008
Posts: 2,237
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KB04982 - Please Contact Your System Administrator error appears during EA
KB04982 - Please Contact Your System Administrator error appears during enterprise activation process
Environment
- BlackBerry® Enterprise Server software version 4.1
- IBM® Lotus® Domino®
- Microsoft® Exchange
Overview
The BlackBerry device user is unable to activate the BlackBerry device using the enterprise activation process. The enterprise activation process stops responding at the Encryption Verified, Waiting For Services stage and the following error appears:
Please Contact Your System Administrator
Cause
Activating the Enterprise Service Policy allows all BlackBerry devices that are currently activated on to the BlackBerry Enterprise Server to continue receiving service; however, a new BlackBerry device must be added to the list of authorized BlackBerry devices before it can be activated.
Resolution
This issue has more than one resolution.
Resolution 1
Turn off the Enterprise Service Policy by completing the following steps:
- Open BlackBerry Manager.
- Click BlackBerry Domain, and then click the Global tab.
- Click Service Control & Customization, and then click Disable Enterprise Service Policy.
Resolution 2
Add the new BlackBerry device to the authorized list in the Enterprise Service Policy by completing the following steps:
- Open BlackBerry Manager.
- Click BlackBerry Domain, and then click the Global tab.
- Click Edit Properties.
- Click Enterprise Service Policy, and then double-click PIN.
- Click New, type the personal identification number (PIN) number of the new BlackBerry device, and click OK.
- Click Apply, and then click OK.
Additional Information
The Microsoft Windows® Event Viewer Application log on the BlackBerry Enterprise Server shows the following message: Event Type: Information
Event Source: BlackBerry Messaging Agent <ServerName> Agent 1
Event Category: None
Event ID: 50104
Computer: <computer_name>
Description:
The description for Event ID ( 50104 ) in Source ( BlackBerry Messaging Agent <BlackBerry_Enterprise_Server_name> Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: {@.com} HandleAuthRespFromDispatcher: User is not authorized for BlackBerry services.
The BlackBerry Dispatcher log (DISP) shows the following sequence of events: [30465] (03/22 13:47:43):{0x19E4} {, } Sending ESP_AUTH_ACTIVATION_RESP command to BES Agent, authorized=0
[30309] (03/22 13:47:43):{0x19E4} [BIPPa] {, } Sending data to BES Agent, size=40, Tag=1336987
[30464] (03/22 13:47:43):{0x19E4} { , } User is not authorized for BlackBerry services - resetting PIN
[30222] (03/22 13:47:43):{0x1FDC} { , } MTH: contentType=OTAKEYGEN, sizeOTA=215, sizeOTW=215, TransactionId=-1004431270, Tag=1329443
[30310] (03/22 13:47:43):{0x1FDC} { , } Forwarding internal data to device, contentType=OTAKEYGEN, routing=S7028277, device=
, size=256, cmd=0x3, ack=0, TransactionId=-1004431270, intTag=2117429, Tag=1329443, Submit=1
[20314] (03/22 13:47:43):{0xD4C} { , } Device ID used to be 30011FD2 but is now blank
[30448] (03/22 13:47:43):{0xD4C} { , } User changed (agent): id=31, email=@.com, device=[300C36BF], routing=S7028277, agent=001, ext=1, wl=0, keys=(3:3:0)
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