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KB13461 - Enterprise activation process stops during the slow synchronization process
 
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Old 05-26-2009, 12:02 AM
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Default KB13461 - Enterprise activation process stops during the slow synchronization process

KB13461 - Enterprise activation process stops during the slow synchronization process


Environment

  • BlackBerry® smartphones
  • BlackBerry® Enterprise Server



Overview

The enterprise activation process stops during the slow synchronization process.



Cause

This issue has more than one possible cause.
  1. The BlackBerry Synchronization Service is not running.
  2. The BlackBerry Enterprise Server has network connectivity issues or Microsoft® SQL Server® errors.
  3. The BlackBerry Synchronization Service cannot start.
  4. Content protection is enabled on the BlackBerry smartphone.
  5. On the BlackBerry smartphone, the Disable Wireless Bulk Loads IT policy is turned on or wireless synchronization is turned off.
  6. Multiple BlackBerry smartphone users are attempting the slow synchronization process simultaneously.
  7. The Desktop [SYNC] service book is corrupted.
  8. Non-responsive worker threads exist. (Microsoft® Exchange only)



Resolution

To resolve the issue, complete the steps for the appropriate cause listed below.
Cause 1

The BlackBerry Synchronization Service is not running. This prevents the slow synchronization process from starting. After synchronization of the calendar data is completed, the slow synchronization process stops responding during the Initializing stage.
Resolution

Restart the BlackBerry Synchronization Service. This resumes the enterprise activation process.

Cause 2

The BlackBerry Enterprise Server has network connectivity issues or Microsoft SQL Server errors.
Resolution

Make sure that Microsoft SQL Server is online and accessible.

Cause 3

The BlackBerry Synchronization Service cannot start.


Resolution

The BlackBerry Synchronization Service requires Microsoft XML Parser (MSXML). Make sure that the correct version of MSXML is installed.
  • For BlackBerry Enterprise Server software version 4.0, MSXML version 4.0 or later is required.
  • For BlackBerry Enterprise Server software version 4.1 or later, MSXML version 4.0 SP2 or later is required.


Cause 4

Content protection is enabled on the BlackBerry smartphone. This can cause the BlackBerry smartphone to suspend the slow synchronization session.
Resolution

Complete one of the following tasks:
  • Disable content protection before starting the enterprise activation process. Refer to KB11993 for details on how to disable content protection.
  • Install the latest BlackBerry Enterprise Server software, including the current service pack or hotfix.

Cause 5

On the BlackBerry smartphone, the Disable Wireless Bulk Loads IT policy is turned on or wireless synchronization is turned off.
Resolution

  1. Check the BlackBerry smartphone user's IT policies to determine if the BlackBerry smartphone is activated.
  2. Turn off the Disable Wireless Bulk Loads IT policy and turn on Wireless Synchronization.
    For more information on the Disable Wireless Bulk Loads IT policy, see KB04294.

Cause 6

Multiple BlackBerry smartphone users are attempting the slow synchronization process simultaneously.
Resolution

If multiple slow synchronization process attempts are made simultaneously, the attempts might take a long time to complete or they might time out, depending on the BlackBerry Enterprise Server load and on the messaging server performance.

Cause 7

The Desktop [SYNC]service book is corrupted.
Resolution

Restore the Desktop [SYNC] service book.
  1. On the Home screen of the BlackBerry smartphone, click the Options icon.
  2. Depending on the version of the BlackBerry Device Software running on the BlackBerry smartphone, click either Service Book or Advanced Options > Service Book.
  3. Highlight the Desktop [SYNC] service book.
  4. Click the trackwheel and select Delete.
  5. In the Are you sure? dialog box, click Delete.
  6. Click the trackwheel and select Undelete. The wireless synchronization process begins again and runs in the background.

Cause 8 (Microsoft Exchange only)
Non-responsive worker threads exist. Non-responsive worker threads exist when the Microsoft® Exchange Server is too busy or when BlackBerry smartphone users no longer have a Microsoft Exchange mailbox. As a result, the BlackBerry Enterprise Server cannot find the distinguished names (DN) of their mailboxes. When this occurs, the Microsoft Windows Event Viewer Application Log shows the BlackBerry smartphone user's status as User not started.
Resolution
Run handheldcleanup.exe. It should run without errors. For instructions, see KB00140.
  • If the handheldcleanup tool reports errors for a BlackBerry smartphone user's mailbox, verify that the BlackBerry smartphone user exists in Microsoft® Active Directory® and is currently associated with a mailbox.
  • If a BlackBerry smartphone user on the BlackBerry Enterprise Server no longer has a Microsoft Exchange mailbox, remove the BlackBerry smartphone user from the BlackBerry Desktop Manager.
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