05-25-2009, 11:42 PM
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Join Date: Nov 2008
Posts: 2,238
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KB10328 - Enterprise activation process stops responding
KB10328 - Enterprise activation process stops responding
Environment
- BlackBerry® smartphones
- BlackBerry® Enterprise Server software version 4.1 and later
Overview
BlackBerry smartphone users observe one of the following symptoms:
- The enterprise activation process stops responding at the Activating status and does not complete.
- The process stops at Waiting for Services and the BlackBerry smartphone displays the message An Error occurred - Please contact your System Administrator.
Cause
The issue is caused by one of the following:
- The Enterprise Service Policy is enabled.
- The BlackBerry smartphone is not provisioned correctly.
Resolution
Complete one of the resolutions listed below.
Cause 1
The Enterprise Service Policy is enabled.
The Enterprise Service Policy allows you to restrict the BlackBerry smartphones that can interact with the BlackBerry Enterprise Server. It does this using the list of approved personal identification numbers (PINs) and other BlackBerry smartphone properties such as model number. Any subsequent attempts to perform an enterprise activation will fail unless the Enterprise Service Policy is updated or disabled.
A BlackBerry smartpone user will see the following error message "Your Account is not authorized for Enterprise Activation"
In the BlackBerry Agent Log, the following log line displays:
[40000] (05/19 15:28:52.397):{0xE24} {ABC@123.com} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 220239464
[35006] (05/19 15:28:52.397):{0xE24} {ABC@123.com} Sending ESP_AUTH_ACTIVATION_REQ command to Dispatcher, PIN=1234ABCD
[30000] (05/19 15:28:52.397):{0xE24} {ABC@123.com} Sending data to Dispatcher, size=303, Tag=50
[40000] (05/19 15:28:52.397):{0xE24} {ABC@123.com} SendToDispatcher, Tag=50
[40583] (05/19 15:28:52.397):{0xE24} {ABC@123.com} Sending packet to device, Size=248, Tag=51, TransactionId=-904724239
[40279] (05/19 15:28:52.397):{0xE24} {ABC@123.com} SubmitToRelaySendQ, Tag=51
[40279] (05/19 15:28:52.397):{0xE24} {ABC@123.com} SubmitToRelaySendQ, Tag=-696931853
[50104] (05/19 15:28:52.569):{0xE24} {ABC@123.com} HandleAuthRespFromDispatcher: User is not authorized for BlackBerry services
[30000] (05/19 15:28:52.585):{0xE24} {ABC@123.com} Sending data to Dispatcher, size=369, Tag=52
[40000] (05/19 15:28:52.585):{0xE24} {ABC@123.com} SendToDispatcher, Tag=52
[40000] (05/19 15:28:52.585):{0xE24} {ABC@123.com} *** OTAKEYGEN *** sending ABORT_TRANSACTION, transID = 220239464 Resolution 1
Disable the Enterprise Service Policy.
- In BlackBerry Manager, select the BlackBerry Domain.
- Select Service Control & Customization.
- Select Disable Enterprise Service Properties.
Resolution 2
Add the PIN and model information for the BlackBerry smartphone that you want to activate to the Enterprise Service Policy configuration.
- In BlackBerry Manager, select the BlackBerry Domain.
- Click the Global tab.
- Click Edit Properties.
- Under Enterprise Service Policy, specify the PIN, manufacturer, and model number.
Cause 2
The BlackBerry smartphone is not provisioned correctly. When you view the results of a PIN lookup, the Email Transfer Protocol or BlackBerry Enterprise Server service classes are missing.
Resolution
Contact the wireless service provider.
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