During the enterprise activation process, the BlackBerry® smartphone displays an Activating status for 10 minutes. After the first 10 minutes, the BlackBerry smartphone tries to start an enterprise activation process every 10 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.

• BlackBerry® Enterprise Server
• BlackBerry® smartphones
• Microsoft® SQL Server®

This issue is caused by one of the following:

1. The BlackBerry smartphone user account mailbox is full, or the messaging server cannot send or receive email messages.
2. An incorrect email address was used to start the enterprise activation process.
3. The password set in BlackBerry® Manager or in the BlackBerry® Enterprise Server Management console is not applied correctly.
4. The ETP.dat message has been deleted or modified, or is not accessible on the Microsoft® Exchange server.
5. The enterprise activation message has been sent to two BlackBerry smartphone user accounts.
6. A time stamp on one or more documents in the BlackBerry smartphone user's Profiles database existed before the account was added on the IBM® Lotus® Domino® server.
7. The BlackBerry smartphone has not been activated correctly for enterprise service.

Cause 1

The BlackBerry smartphone user account mailbox is full, or the messaging server cannot send or receive email messages.

The following line appears in the BlackBerry® Messaging Agent (MAGT) log:

[20000] (03/28 13:17:51):{0x390} {ABC@123.com} Send() failed: ERR_MAILBOX_FULL, Tag=207

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 2

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 the BlackBerry Manager or in the BlackBerry Enterprise Server Management console is not applied correctly.

Resolution 3

Complete the following steps:

1. Make sure that there are no network connectivity issues on the Microsoft SQL Server and then confirm that the correct Microsoft Data Access Components (MDAC) version is being used. For instructions on how to determine the MDAC version, see KB03259.
2. Open the BlackBerry® Manager.
3. Verify that the correct password is listed in the BlackBerry smartphone user account 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 deleted or modified, or is not accessible on the Microsoft® Exchange server.

In a Microsoft Exchange environment, one of the following issues may occur:

• Email messages are sent to the BlackBerry smartphone PST folder and the BlackBerry Enterprise Server cannot access the enterprise activation message (ETP.dat).
• The ETP.dat activation message is deleted or modified by an anti-virus application or message blocking software.
• The ETP.dat message is unaltered in the BlackBerry smartphone user's inbox, but the BlackBerry Enterprise Server does not retrieve it.

Resolution 4

1. Verify whether changes are made to the ETP.dat message.
2. Send the BlackBerry smartphone user a blank .dat file from an external email address.
3. 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.

Cause 6

A time stamp on one or more documents in the BlackBerry smartphone user's Profiles database existed before the account was added on the IBM Lotus Domino server.

Resolution 6

Complete the following steps:

1. Verify that the documents in the BlackBerry smartphone user's Profiles database.
2. Verify that the time stamp pre-dates the time the account was added to the BlackBerry Enterprise Server.

   Note: If the documents exist, remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server, delete the documents, and then add the BlackBerry smartphone user to the BlackBerry Enterprise Server.

Cause 7

The BlackBerry smartphone has not been activated correctly for enterprise service.

Resolution 7

Contact the wireless service provider to verify that the correct services are activated.

Check the MAGT log files from the day when the issue occurred to troubleshoot this issue. By default, the logs are located in the Blackberry Enterprise Server installation directory in <drive>:\Program files\Research In Motion\Blackberry Enterprise Server\logs\<YYYYMMDD>.

Note: Search the log file using the user name of the BlackBerry smartphone user's email address.