05-26-2009, 01:03 AM
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Proprietor
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Join Date: Nov 2008
Posts: 2,237
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KB13852 - Identifying and troubleshooting enterprise activation issues
KB13852 - Identifying and troubleshooting enterprise activation issues
Environment
- BlackBerry® Device Software version 4.0 to 4.7
- BlackBerry® Enterprise Server version 4.0 to 5.0
- BlackBerry smartphones
Overview
The following table lists knowledge base articles that discuss errors that can occur during the wireless enterprise activation process.
Note: For an overview of the wireless enterprise activation process, its stages, and the role of the ETP.DAT activation message, see article KB13850.
Stage 1 - Activation
The BlackBerry smartphone generates an ETP.DAT message and sends it to the BlackBerry smartphone user's mailbox over the wireless network.
(03/10 10:27:28.014):{0x1AEC} {ABC@123.com} Queuing DATA from network@etp1006.etp.na.blackberry.net, Tag=-903057656, EntryId=2604425
| Please contact your system administrator errors
- KB04829 - The BlackBerry smartphone displays An error has occurred. Please contact your administrator
- KB13458 - The BlackBerry smartphone continually displays Activating or Retrying during the enterprise activation process
- KB13468 - BlackBerry Enterprise Server is not responding or an error has occurred
- KB04982 - The Please Contact Your System Administrator error message appears during the enterprise activation process
The enterprise activation process stops at Activating or Retrying status
- KB13840 - Then enterprise activation process stops responding at the Activating stage
- KB13841 - The enterprise activation process stops at the Activating or Retrying stage
User not started errors
- KB10321 - The OpenDatabase() failed. User not started error message appears
- KB13842 -The User <BlackBerry_smartphone_user_name> not started error message appears
| Stage 2 - Verifying encryption
BlackBerry Messaging Agent generates a new permanent encryption key and sends it to the BlackBerry smartphone.
[40000] (05/21 06:51:39):{0x14D4} {first.last@company.com} Generating 3DES key (this is based on server setting)
[40000] (05/21 06:51:39):{0x14D4} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 2077103732
| Contact service administrator errors
- KB13843 - The Activation error: Contact Service Administrator error message appears
| Stage 3 - Receiving services
BlackBerry Policy Service receives a request to generate service books and then sends an IT policy update to the BlackBerry smartphone.
Messaging Agent; Sending Service Book request to the Policy service
[40000] (05/21 06:51:45):{0x1AA8} {first.last@company.com} *** OTAKEYGEN *** Queuing service book data to Policy Server
Policy Service; IT Policy sent to the handheld
[40000] (05/21 06:51:49):{0xE1C} SCS::CheckITPolicyInGroup - Queuing SET_ITPOLICY_REQUEST request for UserId=2573
| IT Policy Rejected error
- KB04533 - The IT Policy Rejected error message appears
The enterprise activation process stops at Waiting for services status
- KB03410 - The wireless enterprise activation process stops
- KB04327 - The BlackBerry smartphone stops responding at the Waiting for Services stage
- KB10798 - The enterprise activation process stops responding at the Waiting for Services stage
| Stage 4 - Slow synchronization
The BlackBerry smartphone can now send and receive messages. If wireless organizer data synchronization and wireless backup options are configured correctly, the appropriate organizer data is sent to the BlackBerry smartphone.
SlowSync Starts after Sync Service Receives request from Dispatcher
[46046] (05/21 06:52:24):{0x1294} [SYNC-DSession] Received "GetConfig" command from device. [Last, First:2573]
SlowSync Complete
[36023] (05/21 07:05:36):{0x12AC} [SYNC-DSession] *** SLOWSYNC COMPLETE *** [Last, First:2573]
| The enterprise activation process stops at 0%
- KB03964 - The enterprise activation process stops at 0% of the slow synchronization process
The slow synchronization process stops responding at the Initializing stage
- KB13847 - The slow synchronization process does not start
- KB13849 - Messages are delivered although the enterprise activation process is incomplete
The enterprise activation process stops during slow synchronization stage
- KB13461 - The enterprise activation process stops during the slow synchronization process
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Additional Information
For instructions on how to activate a BlackBerry smartphone, see article KB03674.
For information on the wireless enterprise activation process, see the BlackBerry Wireless Enterprise Activation Technical Overview White Paper.
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