Enterprise Activation stops at "Activating" stage and "Cannot decode ETP message" appears in the Domino console and the BlackBerry Enterprise Server logs

Article ID: KB04760

Type: Support Content

Last Modified: 02-21-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server Express for IBM Domino
CollapseEnvironment
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server Express for IBM Lotus Domino
CollapseOverview

The enterprise activation process for a BlackBerry smartphone user involves the following steps:

  1. The BlackBerry smartphone user enters their activation details in the Enterprise Activation screen
  2. A message containing an ETP.DAT attachment is sent to the BlackBerry smartphone user's email account and the message Contacting server is displayed on the Enterprise Activation screen
  3. The BlackBerry Enterprise Server detects this message in the email account and processes the ETP.DAT attachment
  4. The BlackBerry Enterprise Server begins the enterprise activation process, and deletes the message containing the attachment
  5. The BlackBerry smartphone user observes that the Enterprise Activation screen progresses through stages regarding the creation of an encryption key and receives Service Books
  6. The enterprise activation process displays the progress of the various components such as Address Book and configuration items.

However, in certain circumstances, the BlackBerry smartphone user may see that the above process halts at the Contacting server stage. In the BlackBerry Enterprise Server messaging agent (MAGT) log the following log lines are observed:

[40000] (02/15 13:55:59.477):{0x398C} {Name Surname/Example} CN=Server/O=Domain!!mail\username.nsf, fetching modified documents since 02/15/2008 01:55:53 PM
[10478] (02/15 13:55:59.587):{0x398C} Unable to extract attachment ETP.DAT
[20198] (02/15 13:55:59.587):{0x398C} {Name Surname/Example} Cannot decode NID=AFA for user Name Surname/Example
[40393] (02/15 13:55:59.587):{0x398C} {Name Surname/Example} NID=AFA deleted from the mail file by sender request for user Name Surname/Example on server Server/Domain

 or

[40039] (05/31 10:43:57.218):{0x1848} {Name Surname/Example} CN=SERVER/O=Example!!mail\username.nsf, fetching modified documents since 31/05/2012 11:45:00 CEDT (1 total, including NIDs: 0x31AA)
[10478] (05/31 10:43:57.484):{0x1848} Unable to extract attachment ETP.DAT
[20198] (05/31 10:43:57.484):{0x1848} {Name Surname/Example} Cannot decode ETP message, NID=31AA
[40393] (05/31 10:43:57.500):{0x1848} {Name Surname/Example} Message deleted from the mail file by sender request on server SERVER/Example, NID=31AA
CollapseCause

Cause 1

Encryption of all new mail coming into the BlackBerry smartphone user's Lotus Notes mail file has been enabled so the BlackBerry Enterprise Server is unable to decrypt the enterprise activation message to begin the activation process.

Cause 2

There is corruption in the BlackBerry smartphone user's Lotus Notes mail file which is preventing the BlackBerry Enterprise Server from opening the ETP message.

CollapseResolution

Cause 1

Encryption of all new mail coming into the BlackBerry smartphone user's Lotus Notes mail file has been enabled so the BlackBerry Enterprise Server is unable to decrypt the enterprise activation message to begin the activation process.

Resolution 1

Disable the encryption of incoming mail into the BlackBerry smartphone user's Lotus Notes mail file. There are 2 ways to change the option:

Lotus Notes administrator

  1. In the Lotus Domino directory (names.nsf), open the BlackBerry smartphone user's Person document.
  2. On the Basics tab, change the option When receiving mail, encrypt before storing in your mail file to No
  3. Save the change and close the document.
  4. Allow sufficient time for this change to replicate to the server which houses the BlackBerry smartphone user's mail file.

BlackBerry smartphone user

  1. In the Lotus Notes client application, click File > Security > User Security.
  2. Enter the Lotus Notes password.
  3. On the Mail tab, uncheck the box for When receiving unencrypted mail, encrypt before storing in your mail file.
  4. Click OK to save the changes.


Cause 2

There is corruption in the BlackBerry smartphone user's Lotus Notes mail file which is preventing the BlackBerry Enterprise Server from opening the ETP message.

Resolution 2

Perform Domino maintenance to remove the corruption in the Lotus Notes mail file

CollapseAdditional Information
This article contains information previously documented in articles KB15180 and KB28329.

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