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KB04173 - Unable to use the BlackBerry Mobile Data Service
 
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Old 08-05-2009, 09:16 PM
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Default KB04173 - Unable to use the BlackBerry Mobile Data Service

KB04173 - Unable to use the BlackBerry Mobile Data Service


Environment

  • BlackBerry® Enterprise Server software versions 3.6 through 4.0
  • BlackBerry® Mobile Data Service (MDS)
  • Microsoft SQL Server™



Overview

BlackBerry smartphone users are unable to use the BlackBerry Mobile Data Service, and receive one of the following error messages when attempting to use the BlackBerry® Browser:
Could not connect to selected Mobile Data Service
Mobile Data Service is currently unavailable
In the Microsoft Windows® Services administration tool on the BlackBerry Enterprise Server, the BlackBerry Mobile Data Service status appears blank or as Not Started.



Cause

Summary of Causes
This issue may be caused by one of the following.
  1. The BlackBerry Enterprise Server service account created to start the BlackBerry Enterprise Server services, or the account used to authenticate to the Microsoft SQL Server, has a password containing unapproved characters.
  2. The BlackBerry Enterprise Server service account created to start the BlackBerry Enterprise Server services does not have local permissions.
  3. The default browser configuration has been set to BlackBerry Browser.



Resolution

Complete the appropriate resolution for the cause.
Cause 1
The BlackBerry Enterprise Server service account created to start the BlackBerry Enterprise Server services, or the account used to authenticate to the Microsoft SQL Server, has a password containing unapproved characters. The following are examples of unapproved characters: <>& ' ".
Unapproved characters in the password will cause the BlackBerry Mobile Data Service to fail because the statistical web server can only register alphanumeric characters in account passwords.
Resolution 1
Change the BlackBerry Enterprise Server service account password(s) to include only alphanumeric characters.

Cause 2
The BlackBerry Enterprise Server service account created to start the BlackBerry Enterprise Server services does not have local permissions.
Resolution 2
Verify the BlackBerry Enterprise Server service account has the correct permissions. For instructions, see KB02276.

Cause 3
The default browser configuration has been set to BlackBerry Browser.
Resolution 3
If the BlackBerry smartphone user is also using BlackBerry® Internet Service, change the default browser configuration to Internet Browser. To perform this, complete the following steps:
  1. From the Home screen, navigate to the Options menu.
  2. Select Advanced Options.
  3. Select Browser.
  4. Beside the field Default browser configuration, change the value to Internet Browser.
  5. Open the menu, and select Save.
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