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KB14212 - Unable to activate a BlackBerry smartphone over the wireless network ...
 
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Old 09-16-2009, 10:13 PM
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Default KB14212 - Unable to activate a BlackBerry smartphone over the wireless network ...

KB14212 - Unable to activate a BlackBerry smartphone over the wireless network when switching BlackBerry smartphones


Environment

  • BlackBerry® Enterprise Server version 4.1 SP3 for Novell® GroupWise®
  • BlackBerry smartphone
  • SDR134804



Overview

The BlackBerry smartphone user is unable to activate the BlackBerry smartphone over the wireless network when switching BlackBerry smartphones.



Cause

A BlackBerry smartphone user account on the BlackBerry Enterprise Server has an existing BlackBerry smartphone associated with it. An activation is performed using a different BlackBerry smartphone on the account. The Email Transfer Protocol (ETP) message is not processed by the BlackBerry Enterprise Server.
This issue is caused when the existing BlackBerry smartphone triggers the out of coverage check in the BlackBerry Agent process.



Resolution

To resolve this issue, upgrade to BlackBerry Enterprise Server version 4.1 SP4.



Workaround

Perform one of the following options:
  1. Remove and add the BlackBerry smartphone user account again. This forces the BlackBerry smartphone to activate over the wireless network. OR
  2. Set the personal identification number (PIN) on the account to zero.
    1. Activate the existing BlackBerry smartphone against another BlackBerry smartphone user account on the same BlackBerry Enterprise Server.
    2. Obtain the UserConfigID and run the following Structured Query Language (SQL) statement:
UPDATE UserConfig SET PIN = '', CurrentKey = 0x, DeviceType = 0 WHERE Id = X
Where X is the UserConfigId obtained from the current active service books on the existing BlackBerry smartphone; or by obtaining the UserConfigId from the BlackBerry Enterprise Server Synchronization Service (SYNC) logs.
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