KB11278 - ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAND

Environment

* BlackBerry® Enterprise Server software version 4.0 and 4.1

Overview

The BlackBerry Policy (POLC) log file displays the following error after BlackBerry smartphones are added to and activated on a BlackBerry Enterprise Server following the recreation of a corrupted BlackBerry Configuration Database:

BlackBerry Manager displays an IT Policy Status of Error for the BlackBerry smartphone users.

Cause

The BlackBerry smartphone is not acknowledging the IT policy commands sent from the BlackBerry Enterprise Server because the encryption key changed when the BlackBerry Configuration Database was recreated.

Resolution

To resolve this issue, delete all data and applications from the BlackBerry smartphones and reactivate the BlackBerry smartphones. For instructions on deleting data and applications from BlackBerry smartphones, see KB02318.

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Si MCTS
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