• BlackBerry® Device Software 2.7 and 4.0 through 4.6
• BlackBerry® Enterprise Server software versions 4.0 and 4.1

• Stage 1 - Activation of a BlackBerry smartphone user's account on the BlackBerry Enterprise Server
• Stage 2 - Full synchronization of the BlackBerry smartphone user's organizer data, which is referred to as slow synchronization

During Stage 1

1. The enterprise activation process stops while an encryption key is being generated.
2. The email address is incorrect.
3. The password is incorrect on the BlackBerry Enterprise Server.
4. You receive an email message from network@etpXXXX.<etp_address>.blackberry.net.
5. The BlackBerry Policy Service on the BlackBerry Enterprise Server is stopped. During Stage 2
6. The Desktop [SYNC] service book is corrupt.
7. The MAPI32.DLL file is not configured correctly.

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

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

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

network@etpXXXX.<etp_address>.blackberry.net

etp_address>.blackberry.net>

• Check if a spam filter is blocking the message.
• Verify that the email message is sent to the correct email address.
• Check if the organization's firewall is not allowing the email message through.
• Determine if there are redirection rules being applied to the email message as it arrives (for example, the email message is moved to another folder, or the email message is deleted).
• Check if your email application is set to deliver new email messages to the Microsoft® Exchange mailbox and not to a personal folder (PST) file.
• Verify that the BlackBerry smartphone is provisioned for BlackBerry Enterprise Server services. If you can send and receive personal identification number (PIN) messages, then the BlackBerry smartphone is provisioned correctly.

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.

1. On the BlackBerry smartphone, click Options > Service Book.
2. Click Desktop [SYNC] > Delete.
3. Display the menu and click Undelete.

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