Troubleshooting enterprise activation issues in an IBM Lotus Domino environment

Article ID: KB10384

Type: Support Content

Last Modified: 06-07-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for IBM Domino
CollapseEnvironment
  • BlackBerry® Enterprise Server version 4.0 to 5.0 for IBM® Lotus® Domino®
  • BlackBerry® smartphone
CollapseOverview

When a BlackBerry® smartphone user attempts to activate a BlackBerry smartphone, an etp.dat email message is generated for delivery to the BlackBerry smartphone user's inbox. If the etp.dat email message is modified or does not arrive in the BlackBerry smartphone user's inbox, the enterprise activation process is not successful.

Check the following items:

  • Verify that the BlackBerry smartphone is provisioned for data services.
  • Make sure that there is good network coverage.
  • Make sure that an antivirus application is not modifying the etp.dat email message.
  • Make sure that email message filtering software is not blocking the etp.dat email message from arriving in the BlackBerry smartphone user's inbox.
  • Verify that filters are not moving the etp.dat email message from the BlackBerry smartphone user's inbox into another folder.
  • Make sure that email messages are not encrypted when stored in the BlackBerry smartphone user's mail file. For instructions, see article KB04760.
  • Check in the Domino Directory (names.nsf) to see if the mail file matches the BlackBerry smartphone user's mail file name on the messaging server.
  • Verify that the mailfile is not exceeding the maximum quota size.
  • Verify that the user is not manually moving or deleting the etp.dat message.
  • Verify that the user's mail file is not excessively large (2 GB or larger) as this will cause delays which make it appear the process is not working but it is working in the background.

Once the items listed above have been verified, perform the following steps:

  1. Verify that all BlackBerry® Enterprise Server services are running.
  2. Restart the BlackBerry Synchronization Service and BlackBerry Policy Service.
  3. Check the Access Control List (ACL) on the BlackBerry smartphone user's mail file to ensure the BlackBerry Enterprise Server or the Local Domain Servers group (which the BES should be a member of) has Manager access with Delete permission.
    1. For IBM® Lotus® Domino® version 7 or earlier, go to File > Database > Access Control.
    2. For IBM Lotus Domino version 8 to 8.5, go to File > Application > Access Control.
  4. Reset the activation password in BlackBerry Manager for the BlackBerry smartphone user.
  5. Start the enterprise activation process on the BlackBerry smartphone.

If the enterprise activation process above is unsuccessful:

  • If this is an existing user to the BlackBerry Enterprise Server, contact Support for next steps to ensure no potential for data loss.
  • If this is a new user to the BlackBerry Enterprise Server, perform the following steps:
  1. Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server.
  2. Manually delete all state databases for the BlackBerry smartphone user.
  3. Verify that the BlackBerry smartphone user no longer exists in the BlackBerry Users Profile Database, including the x.Deleted subfolders. For instructions, see article KB04169.
  4. Add the BlackBerry smartphone user account to the BlackBerry Enterprise Server.
  5. Set the activation password.
  6. Verify that the BlackBerry smartphone user exists in the BlackBerry Users Profile Database.
  7. Verify that the BlackBerry State Database link was created successfully.
  8. Delete all other etp.dat email messages from previous enterprise activation attempts.
  9. Start the enterprise activation process on the BlackBerry smartphone.
CollapseAdditional Information

To confirm the ACL permissions for the BlackBerry Enterprise Server, see article KB01469.

For more non-Domino specific troubleshooting, see article KB13852

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