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KB13013 - "No PIN" displayed in the Status field in BlackBerry Manager
 
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Old 09-02-2009, 10:42 PM
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Default KB13013 - "No PIN" displayed in the Status field in BlackBerry Manager

KB13013 - "No PIN" displayed in the Status field in BlackBerry Manager


Environment

  • BlackBerry® Desktop Redirector
  • BlackBerry® Enterprise Server



Overview

In the Users section in BlackBerry Manager, the Status field of the BlackBerry smartphone user account displays No PIN.



Cause

This problem may be caused by one of the following:
  1. The BlackBerry smartphone user account has been added to the BlackBerry Enterprise Server without a personal identification number (PIN).
  2. The BlackBerry smartphone cannot communicate with the BlackBerry Enterprise Server.
  3. The BlackBerry Enterprise Server is unable to read the PIN information from the Microsoft® Exchange mailbox.
  4. A BlackBerry smartphone with the same PIN has been activated for another BlackBerry smartphone user on the BlackBerry Enterprise Server.



Resolution

Complete the appropriate resolution.
Cause 1

The BlackBerry smartphone user account has been added to the BlackBerry Enterprise Server without a PIN.
Resolution 1
Generate a new encryption key. For instructions, see KB02740.

Cause 2

The BlackBerry smartphone cannot communicate with the BlackBerry Enterprise Server.
Resolution 2
Generate a new encryption key. For instructions, see KB02740.

Cause 3

The BlackBerry Enterprise Server is unable to read the PIN information from the Microsoft Exchange mailbox.
Resolution 3
To resolve this issue, complete the following steps:
  1. Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server. For instructions, see KB11638.
  2. Contact your wireless service provider for instructions on how to use the DBClean utility to remove all information related to the BlackBerry smartphone from the BlackBerry smartphone user's mailbox.
  3. Generate a new encryption key. For instructions, see KB02740.
  4. Disconnect the BlackBerry smartphone from the computer.
  5. On the computer, click Start > Programs > BlackBerry > BlackBerry Desktop Redirector to open BlackBerry Desktop Redirector.
  6. Verify that the Status field displays Running.
  7. Close BlackBerry Desktop Redirector.
  8. Add the BlackBerry smartphone user to the BlackBerry Enterprise Server. For instructions, see KB11638.
  9. Connect the BlackBerry smartphone to the computer.
  10. Generate a new encryption key.
  11. Disconnect the BlackBerry smartphone from the computer.
  12. Open BlackBerry Desktop Redirector.
  13. Verify that the Status field displays <BlackBerry_Enterprise_Server_name> Running.
  14. Close BlackBerry Desktop Redirector.

Cause 4

A BlackBerry smartphone with the same PIN has been activated for another BlackBerry smartphone user on the BlackBerry Enterprise Server.
Resolution 4
Activate a new BlackBerry smartphone on the BlackBerry smartphone user account.



Additional Information

For additional troubleshooting steps for the BlackBerry Desktop Redirector, see KB00019.
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