04-01-2009, 04:11 PM
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Proprietor
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Join Date: Nov 2008
Posts: 2,237
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KB10798 - Enterprise activation process stops responding at Waiting for Services
KB10798 - Enterprise activation process stops responding at Waiting for Services
Environment
- BlackBerry® Enterprise Server software version 4.0 to 4.1
Overview
The enterprise activation process stops responding, and the BlackBerry smartphone displays Waiting for Services...
Cause
This issue can be caused by one of the following:
- The BlackBerry Policy Service is processing the service books and IT policy.
- A corrupt state database or profile document exists (IBM® Lotus® Domino® only).
- The Microsoft® XML Parser version is earlier than 4.20.9818 Service Pack 2.
- The BlackBerry Policy Service has stopped responding.
Resolution
Perform the appropriate resolution for the cause.
Cause 1
The BlackBerry Policy Service is processing the service books and IT policy.
Resolution
Allow sufficient time for the BlackBerry Policy Service to process the service books and IT policy.
Workaround
Instruct the BlackBerry smartphone user to connect the BlackBerry smartphone to the computer and start an enterprise activation process using BlackBerry® Desktop Manager.
Cause 2
A corrupt state database or profile document exists (IBM Lotus Domino only).
Resolution
To resolve this issue, complete the following steps:
- Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server.
- Delete the BlackBerry smartphone user's profile document from the BlackBerry Profiles database.
- Delete the BlackBerry smartphone user's state database.
- Add the BlackBerry smartphone user account to the BlackBerry Enterprise Server.
- Set the enterprise activation password.
- Start an enterprise activation process on the BlackBerry smartphone.
Cause 3
The Microsoft XML Parser version is earlier than 4.20.9818 Service Pack 2.
To determine what version of XML the BlackBerry server is using, open up the BlackBerry Agent Log and look for the following log line.
[30000] (05/20 00:00:01.057):{0xC40} [ENV] Microsoft XML Parser 4.2: C:\WINDOWS\system32\msxml6.dll, Version: 4.20.9818
Resolution
Install Microsoft XML Parser 4.20.9818 Service Pack 2. For more information, visit www.microsoft.com.
Cause 4
The BlackBerry Policy Service has stopped responding. To confirm the state of the BlackBerry Policy Service, check the current day log files of the BlackBerry Policy Service (POLC) and verify that the log file <HOSTNAME>_POLC_<date>.txt is present. If it is present, confirm that it has not been truncated and that it has current time stamps. Resolution
Stop the BlackBerry Policy Service by completing the following steps: Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.
- On the computer that hosts the BlackBerry Policy Service, go to Start > Run.
- In the Open field, type services.msc.
- Locate and select the BlackBerry Policy Service in the screen that appears.
- Click Stop.
If the BlackBerry Policy Service cannot be stopped, complete the following steps: - Open Task Manager.
- On the Processes tab, sort by the Image Name column.
- Locate and select ITAdminServer.exe in the list and click End Process.
- Once the process is removed from the list, start the BlackBerry Policy Service again.
The POLC log should be present and the enterprise activation process should complete successfully.
Additional Information
This article contains information previously documented in KB10328.
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