"An error has occurred. Please contact your system administrator" appears on the BlackBerry smartphone during the enterprise activation process

Article ID: KB04829

Type: Support Content

Last Modified: 11-05-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 5.0 SP4
  • BlackBerry smartphones
CollapseOverview

During the enterprise activation process, the following error message appears on the screen of the BlackBerry smartphone:

An error has occurred. Please contact your system administrator. 

CollapseCause

The following can cause this issue:

Cause 1

The enterprise activation password is invalid.

Cause 2

An Enterprise Service Policy is blocking the activation and t he following error message appears on the BlackBerry smartphone:

Your Account is not authorized for Enterprise Activation.

Note: An Enterprise Service Policy allows a BlackBerry Enterprise Server administrator to control which BlackBerry smartphones are allowed service on the BlackBerry Enterprise Server. For more information on the Enterprise Service Policy, see KB04861.

In the BlackBerry Messaging Agent log, the following log lines appear:

[40000] (05/19 15:28:52.397):{0xE24} {ABC@123.com } *** OTAKEYGEN *** sending KEY_ACCEPT transID = 220239464
[35006] (05/19 15:28:52.397):{0xE24}
{ABC@123.com
} Sending ESP_AUTH_ACTIVATION_REQ command to Dispatcher, PIN=1234ABCD
[30000] (05/19 15:28:52.397):{0xE24}
{ABC@123.com
} Sending data to Dispatcher, size=303, Tag=50
[40000] (05/19 15:28:52.397):{0xE24}
{ABC@123.com
} SendToDispatcher, Tag=50
[40583] (05/19 15:28:52.397):{0xE24}
{ABC@123.com
} Sending packet to device, Size=248, Tag=51, TransactionId=-904724239
[40279] (05/19 15:28:52.397):{0xE24}
{ABC@123.com
} SubmitToRelaySendQ, Tag=51
[40279] (05/19 15:28:52.397):{0xE24}
{ABC@123.com
} SubmitToRelaySendQ, Tag=-696931853
[50104] (05/19 15:28:52.569):{0xE24}
{ABC@123.com
} HandleAuthRespFromDispatcher: User is not authorized for BlackBerry services
[30000] (05/19 15:28:52.585):{0xE24}
{ABC@123.com
} Sending data to Dispatcher, size=369, Tag=52
[40000] (05/19 15:28:52.585):{0xE24}
{ABC@123.com
} SendToDispatcher, Tag=52
[40000] (05/19 15:28:52.585):{0xE24}
{ABC@123.com } *** OTAKEYGEN *** sending ABORT_TRANSACTION, transID = 220239464

Cause 3

The PIN already exists on another BlackBerry Enterprise Server.

Cause 4

A problem occurred during the Verifying Encryption stage of the enterprise activation process. After the Verifying Encryption stage, the BlackBerry smartphone user first sees a message stating that the encryption was verified, followed by the error message.

Cause 5

A forwarding rule is affecting the ETP.DAT email message.

CollapseResolution

Cause 1

The enterprise activation password is invalid.

Resolution 1

To remove the incorrect password from the BlackBerry Enterprise Server for Microsoft Exchange 4.0, complete the following:

  1. In BlackBerry Manager, select the BlackBerry Enterprise Server to view the BlackBerry smartphone user list.
    Note: In a Microsoft Exchange environment, do not use BlackBerry Manager 4.0 or the BlackBerry Enterprise Server Management console on a remote computer to administer BlackBerry Enterprise Server 4.1. Adding a BlackBerry smartphone user under these circumstances results in the same error message.
  2. Right-click the BlackBerry smartphone user account and select Properties.
  3. Click Remove Password to clear the password.

To remove the incorrect password for all other versions of BlackBerry Enterprise Server, complete the following:

  1. Re-type the activation password on the BlackBerry smartphone.
  2. If Step 1 does not work, the administrator should complete the following:
    Note: A maximum of four activation attempts can be made using the same password.
    1. In BlackBerry Manager, click the User List tab.
    2. Select the BlackBerry smartphone user account.
    3. In the Service Access section, clear the password.
    4. Click Set Activation Password.
    5. Leave the Password and Confirm Password fields blank.
    6. Set Expiration to 0.
    7. Click OK.
    8. If clearing the password does not work, set a new password using one of the following methods:
      1. Method 1:
        1. Click Set Activation Password.
        2. Type a new password for activation.
        3. Communicate the password to the BlackBerry smartphone user.
      2. Method 2:
        1. Click Generate an Email Activation Password. The BlackBerry smartphone user automatically receives an email message containing the activation password.
          Note: For BlackBerry Enterprise Server 4.0 for Microsoft Exchange, right-click the BlackBerry smartphone user account and click Generate an Email Activation Password.

 
Cause 2

An Enterprise Service Policy is blocking the activation and the following error message appears on the BlackBerry smartphone:

Your Account is not authorized for Enterprise Activation.

Resolution 2

Complete one of the following:

  1. To override the Enterprise Service Policy that is in effect on the BlackBerry Enterprise Server, complete the following steps:
    1. Open BlackBerry Manager and select the BlackBerry Enterprise Server in the left pane.
    2. On the Users tab, select the affected BlackBerry smartphone user account.
    3. In the bottom pane, click Edit Properties
    4. In the User Properties window that appears, select Enterprise Service Policy and set the Enterprise Server Policy Override value to True.
    5. Click OK.
  2. To add the BlackBerry smartphone PIN to the Enterprise Service Policy, complete the following steps:
    1. Open BlackBerry Manager and select the BlackBerry Domain in the left pane.
    2. On the Global tab, click Edit Properties. The Global Properties window appears.
    3. Select Enterprise Service Policy, and click PIN in the right pane.
    4. Click the Browse button beside the PIN, and click New in the PIN window.
    5. Type the PIN of the BlackBerry smartphone to be be activated.
    6. Click OK.

 
Cause 3

The PIN already exists on another BlackBerry Enterprise Server.

Resolution 3

Complete the following steps:

  1. Remove the PIN from the second BlackBerry Enterprise Server instance.
  2. Remove the BlackBerry smartphone user from the first BlackBerry Enterprise Server instance.
  3. Erase all data and applications from the BlackBerry smartphone. See KB02318 for instructions.
  4. Add the BlackBerry smartphone user and perform the activation process again.

 
Cause 4

A problem occurred during the Verifying Encryption stage of the enterprise activation process. After the Verifying Encryption stage, the BlackBerry smartphone user first sees a message stating that the encryption was verified, followed by the error message.

Resolution 4

  1. Remove the BlackBerry smartphone user from the BlackBerry Enterprise Server and remove the BlackBerry smartphone user information from the BlackBerry smartphone user's mailbox on the messaging server.
  2. Add the BlackBerry smartphone user to the BlackBerry Enterprise Server again.
  3. Repeat the enterprise activation process.

 
Cause 5

A forwarding rule is affecting the ETP.DAT email message.

Resolution 5

Turn off any active forwarding rules on the BlackBerry smartphone user's Microsoft Exchange account.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.