"Activation request failed - a service connection is unavailable" when performing a wireless enterprise activation process

Article ID: KB12660

Type: Support Content

Last Modified: 07-06-2012


Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry® Enterprise Server

When attempting to activate a BlackBerry® smartphone on the BlackBerry® Enterprise Server, the following error message is received on the BlackBerry smartphone:

Activation request failed - a service connection is unavailable


Cause 1

The BlackBerry smartphone is not registered with the wireless network.

Resolution 1

Register the BlackBerry smartphone with the wireless network. For instructions, see KB00510.

Cause 2

A call is being made from the BlackBerry smartphone while it is attempting to Enterprise Activate.

Resolution 2

End the call and attempt to activate the BlackBerry smartphone again.

Cause 3

Signal strength on the BlackBerry smartphone is insufficient.

Resolution 3

Move to an area with greater signal strength.

Cause 4

Data services are not enabled.

Resolution 4

To turn on data services on a Blackberry smartphone complete the following steps:

For BlackBerry Device Software 5.0:

  • From the Home screen of the BlackBerry smartphone, select Options > Mobile Network.

For BlackBerry 6 and 7:

  • From the Home screen of the BlackBerry smartphone, select Options > Network and Connections > Mobile Network.

Perform one of the following actions:

  • To turn on data service, change the Data Services field to On.
  • To turn on data service when roaming, change the When Roaming field to On or Prompt
  • Press the Menu key and click Save.

Cause 5

The BlackBerry smartphone does not have the correct data plan or provisioning.

Resolution 5

Contact the wireless service provider to provision the BlackBerry smartphone for BlackBerry Enterprise Server services.


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