02-11-2009, 09:21 AM
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Join Date: Nov 2008
Posts: 2,237
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KB13840 - Enterprise activation process stops responding at Activating stage
KB13840 - Enterprise activation process stops responding at Activating stage
Environment
- BlackBerry® Device Software 4.0 to 4.7
- BlackBerry® Enterprise Server software version 4.0 to 4.1
- BlackBerry smartphone
Overview
The enterprise activation process stops responding at the Activating stage. The BlackBerry smartphone continuously displays an Activating status.
Cause
The issue is caused by one of the following:
- The BlackBerry smartphone is not registered on the wireless network and is not provisioned correctly.
- The ETP.dat activation email message does not arrive in the inbox.
- The ETP.dat activation email message is malformed.
- The BlackBerry Enterprise Server service account does not have the correct permissions to access the BlackBerry smartphone user's mailbox.
- No user agent is scanning for email messages in the BlackBerry smartphone user's inbox.
- The BlackBerry smartphone is not activated for standard wireless data.
Resolution
Complete the appropriate resolution for the cause.
Cause 1
The BlackBerry smartphone is not registered on the wireless network and is not provisioned correctly.
Resolution
To resolve this issue, complete the following steps:
- Reset the BlackBerry smartphone by removing and reinserting the BlackBerry smartphone battery.
- Register the BlackBerry smartphone over the wireless network. For more information, see KB00510.
- Check the BlackBerry smartphone for a registration confirmation email message. When the email message arrives, the BlackBerry smartphone should be registered on the wireless network and the enterprise activation process should finish. If the enterprise activation process does not finish, contact the wireless service provider to confirm that the BlackBerry smartphone is provisioned correctly.
Cause 2
The ETP.dat activation message sent from the BlackBerry smartphone to the BlackBerry smartphone user's email address does not arrive in the inbox of the email application.
Resolution 1
To resolve this issue, remove any email message filters and rules that might prevent email messages from arriving in the inbox.
Resolution 2
To resolve this issue, verify that the BlackBerry smartphone has the correct signal type and signal strength for sending data. To test this, try to send and receive personal identification number (PIN) messages on the BlackBerry smartphone.
Resolution 3
To resolve this issue, send a test enterprise activation request to an external email account to confirm that the ETP.dat activation email messages are being sent.
Cause 3
The ETP.dat activation message is malformed.
Resolution The activation email must have the following in the subject line:
RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2
Make sure that spam blocking or antivirus applications do not modify the subject line.
Cause 4
The BlackBerry Enterprise Server service account does not have the correct permissions to access the BlackBerry smartphone user's mailbox and retrieve the ETP.dat activation email message.
Note: The ETP.dat activation email message must arrive in the mailbox before the BlackBerry Enterprise Server service account is notified that the message was received.
Resolution
To resolve this issue, verify that the BlackBerry Enterprise Server service account has the correct permissions. For more information, see the BlackBerry Enterprise Server Installation Guide.
Cause 5
The BlackBerry Messaging Agent is not scanning for email messages in the BlackBerry smartphone user's inbox. During the enterprise activation process, the BlackBerry Messaging Agent was not started.
Resolution
To resolve this issue, remove and then add the BlackBerry smartphone user to the BlackBerry Enterprise Server. Restart the BlackBerry Dispatcher and the BlackBerry Controller, then restart the BlackBerry Enterprise Server.
Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
Cause 6
The BlackBerry smartphone is not activated for standard wireless data.
Resolution
To resolve this issue, send a PIN message from the BlackBerry smartphone to verify that the BlackBerry smartphone is activated for standard wireless data. For instructions on composing a PIN message, see KB02913.
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