Support FAQ Blackberry Enterprise Server (BES) Enterprise Activation Issues
Enterprise Activation Issues
- Date added:
- Thursday, 30 July 2009
- Last revised:
- Friday, 31 July 2009
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Answer
Enterprise Activation Issues
Prerequisites:
Before attempting an Enterprise Activation on a BlackBerry please ensure all of the following criteria have been met.
1. The BlackBerry must have EDGE in uppercase on the main screen, normally top right hand corner
2. The BlackBerry must have a signal
3. Within the Email inbox of the BlackBerry you should have two emails as highlighted below
4. First email O2 Hello email, stating 'Welcome to your very own BlackBerry smartphone from O2'
5. Second email from BlackBerry Registration stating, 'Your handheld has been registered on the wireless network.
Once all of the above criteria have been satisfied, you may then try an Enterprise Activation on the Blackberry device.
Issue: During the enterprise activation process, the BlackBerry smartphone displays an Activating status for ten minutes. After the first ten minutes, the BlackBerry smartphone tries to start an enterprise activation process every ten minutes and displays a Retrying status at each interval. After 40 minutes, the BlackBerry smartphone stops trying to start the enterprise activation process and displays one of the following messages:
The server is not responding. Please contact your System Administrator.
An error has occurred. Please contact your System Administrator.
This error comes about when you are trying to activate a new BlackBerry onto the network.
When you go into Options, Advanced Options, and click on Enterprise Activation on the BlackBerry you will be presented with a screen similar to below.
1. Enter the Email address for the user of the BlackBerry
2. Enter the password that was generated by / at the BES server by the BES administrator
If generated by the BES server using the email password option it will typically be 6 letters e.g. 'ftyewe' and will be emailed directly to the Outlook or email client of that BlackBerry onto their PC or Laptop
If the administrator chose a password, they will verbally advise you what the password is to be entered.
3. The Activation Server Address is normally only used when doing an activation whilst connected to a PC via the BlackBerry Desktop Manager.
4. Onced information is entered above click on Activate and the BlackBerry will start to perform an over the air (OTA) activation. This can take anywhere from several minutes to an hour depending on network etc.
If this times out or generates an error, please try resolution steps below:
Cause 1.
The BlackBerry smartphone user account mailbox is full, or the messaging server cannot send or receive email messages.
Resolution 1.
The BlackBerry smartphone user should verify that the email messages can be sent and received by using an email application on the computer.
Cause 2.
An incorrect email address was used to start the enterprise activation process.
Resolution
Restart the enterprise activation process using the correct email address.
Complete the following steps:
1. On the Home screen of the BlackBerry smartphone, go to Options, Advanced Options, Enterprise Activation.
2. Type the appropriate email address in the Email field
3. Type the activation password provided by the BlackBerry Enterprise Server administrator in the Password field.
4. Click Activate.
Cause 3
The password set in BlackBerry Manager or in the BlackBerry Enterprise Server Management console is not applied correctly.
Complete the following steps:
Microsoft® SQL Server®, and then confirm that the correct
Microsoft Data Access Components (MDAC) version is being used.
Open BlackBerry Manager.
Verify that the correct password is listed in the BlackBerry smartphone
user's properties. Note: If the password is not present, verify that the
Microsoft SQL Server permissions are correct. 
Cause 4
The ETP.dat message has been blocked, deleted or modified, or is not accessible on the Microsoft Exchange server.
In a Microsoft Exchange environment, one of the following issues may occur:
1. Email messages are sent to the BlackBerry smartphone PST folder; therefore, the BlackBerry Enterprise Server cannot access the enterprise (ETP.dat) activation message.
2. The ETP.dat activation message is deleted or modified by an anti-virus application or message blocking software.
3. The ETP.dat message is unaltered in the BlackBerry smartphone user's inbox, but the BlackBerry Enterprise Server does not retrieve it.
Resolution 4
Verify whether changes are made to the ETP.dat message.
Send the BlackBerry smartphone user a blank .dat file from an external email address.
Confirm whether the BlackBerry smartphone user can forward the file back to the external email address.
Cause 5
The ETP.dat message is sent to two BlackBerry smartphone user accounts. If a BlackBerry smartphone user forwards email messages to a second BlackBerry smartphone user, the ETP.dat activation message is sent to both BlackBerry smartphone user accounts. When the BlackBerry Enterprise Server scans all BlackBerry smartphone users' mailboxes, it cannot determine which BlackBerry smartphone user is using the BlackBerry smartphone because the ETP.dat message was sent to two email accounts.
Note: BlackBerry Manager points to a different BlackBerry Configuration Database (or BlackBerry Configuration Database location) from the BlackBerry Enterprise Server services. To verify this problem, compare the BlackBerry Configuration Database information in BlackBerry Manager with the information that appears on the Database tab of the BlackBerry Server Configuration Panel.Resolution 5
Complete one of the following steps:
Remove the second BlackBerry smartphone user from the BlackBerry Enterprise Server. When the first BlackBerry smartphone user completes the enterprise activation process, add the second BlackBerry smartphone user to the BlackBerry Enterprise Server again. Before starting the enterprise activation process, turn off message forwarding until the BlackBerry smartphone user has completed the enterprise activation process.
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