Activation process stops responding at "Waiting for Services"

Article ID: KB10798

Type: Support Content

Last Modified: 04-30-2012


Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
Jump to: Environment | Overview
  • BlackBerry® Enterprise Server 4.0 to 5.0 SP3

The activation process stops responding, and the BlackBerry smartphone displays Waiting for Services...

If the Enterprise Activation process stops at "Waiting for Services" please see the below checklist

1)  Verify that the BlackBerry Policy Service is processing the service books and IT policy

Allow sufficient time for the BlackBerry Policy Service to process the service books and IT policy or instruct the BlackBerry smartphone user to connect the BlackBerry smartphone to the computer and start an activation process using BlackBerry® Desktop Manager.

2)  Confirm there's no corrupt state database or profile document exists (IBM Lotus Domino only)

To resolve this issue, complete the following steps:

  • Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server
  • Delete the BlackBerry smartphone user's profile document from the BlackBerry Profiles database
  • Delete the BlackBerry smartphone user's state database
  • Add the BlackBerry smartphone user account to the BlackBerry Enterprise Server
  • Set the enterprise activation password
  • Start an enterprise activation process on the BlackBerry smartphone

3)  Verify that the Microsoft XML Parser version is 4.20.9818 Service Pack 2

To determine what version of Extensible Markup Language (XML) the BlackBerry Enterprise Server is using, open the BlackBerry Mailbox Agent Log (MAGT) and look for the following log line.
[30000] (05/20 00:00:01.057):{0xC40} [ENV] Microsoft XML Parser 4.2: C:\WINDOWS\system32\msxml6.dll, Version: 4.20.9818

4)  Check to see if the the BlackBerry Policy Service has stopped responding. To confirm the state of the BlackBerry Policy Service, check the current day log files of the BlackBerry Policy Service (POLC) and verify that the log file <HOSTNAME>_POLC_<date>.txt is present. If it is present, confirm that it has not been truncated and that it has current time stamp

If the BlackBerry Policy Service is not started or does not have a recent log file, perform the following steps:

  • On the computer that hosts the BlackBerry Policy Service, go to Start > Run
  • In the Open field, type services.msc
  • Locate and select the BlackBerry Policy Service in the screen that appears
  • Click Stop

    If the BlackBerry Policy Service cannot be stopped, complete the following steps:
  • Open Task Manager
  • On the Processes tab, sort by the Image Name column
  • Locate and select ITAdminServer.exe in the list and click End Process
  • Once the process is removed from the list, start the BlackBerry Policy Service again
  • The POLC log should be present and the activation process should complete successfully

5)  Confirm that the the BlackBerry smartphone user does not exist on another BlackBerry Enterprise Server on the same BlackBerry configuration database. If so, the following line will be present in the MAGT log:
[40240] (11/02 12:38:53.683):{0x13FC} {Email } Handled by other server <Server Name>

If this occurs, locate and delete this specific BlackBerry smartphone user from the other BlackBerry Enterprise Server(s) then activate the BlackBerry smartphone.


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