01-27-2009, 08:45 AM
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Proprietor
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Join Date: Nov 2008
Posts: 2,237
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KB13842 - User <BlackBerry_smartphone_user_name> not started
KB13842 - User not started
Environment
- BlackBerry® Device Software 4.0 to 4.1
- BlackBerry® Enterprise Server software version 4.0 to 4.1
- BlackBerry smartphone
Overview
The BlackBerry smartphone does not complete an enterprise activation process over the wireless network. The following error message appears in the Windows® Event Viewer application log:
User <BlackBerry_smartphone_user_name> not started.
Cause
The ETP.dat activation email message is not received by the BlackBerry Enterprise Server, even though the BlackBerry Enterprise Server administration account permissions are correct.
Resolution
To resolve this issue, complete the appropriate set of steps below, depending on the version of BlackBerry Enterprise Server software that is running.
BlackBerry Enterprise Server software version 4.0 and earlier
Stop and start the following BlackBerry Enterprise Server services in the specified order:
- BlackBerry Router
- BlackBerry Dispatcher
- BlackBerry Controller
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
Restarting these services forces the BlackBerry Controller to assign the BlackBerry smartphone user to a BlackBerry Messaging Agent. The ETP.dat activation email message should be processed several minutes later.
BlackBerry Enterprise Server software version 4.1
- Set a static mailbox agent for the affected BlackBerry smartphone user account by completing the following steps:
- In BlackBerry Manager, select the BlackBerry smartphone user account.
- Click Edit Properties.
- Click Advanced.
- Set the Enable static mailbox agent option to True.
- Select the affected BlackBerry smartphone user account, expand the Account task, and click Reload user.
- After the BlackBerry smartphone user account has been successfully activated, repeat the tasks in step 1, but set the Enable static mailbox agent option to False.
Additional Information
Check the BlackBerry Messaging Agent (MAGT) and BlackBerry Dispatcher (DISP) logs to troubleshoot the issue. The logs are usually located in the Blackberry Enterprise Server installation directory at the following file path:
<drive>:\Program files\Research In Motion\BlackBerry Enterprise Server\logs\<YYYYMMDD>.
As well, check the MAGT log for the day that the problem occurred on while activating the BlackBerry smartphone over the wireless network.
Note: Search the logs using the user name of the BlackBerry smartphone user's Simple Mail Transfer Protocol (SMTP) email address. For example, cwarren for cwarren@rim.com.
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