The BlackBerry smartphone shows "Activating", "Retrying", or "Contacting Server" status during the enterprise activation process

Article ID: KB13458

Type: Support Content

Last Modified: 06-11-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Enterprise Server
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • Microsoft SQL Server
CollapseOverview

During the enterprise activation process, the BlackBerry smartphone displays an Activating status for 10 minutes. After the first 10 minutes, the smartphone tries to start an enterprise activation process every 10 minutes and displays a Retrying status at each interval. After 40 minutes, the smartphone stops trying to start the enterprise activation process and displays one of the following messages:

The server is not responding. Please contact your System Administrator.

or

An error has occurred. Please contact your System Administrator.

CollapseCause
CollapseResolution

Cause 1

The BlackBerry smartphone has not been activated correctly for enterprise service.

Resolution 1

Contact the wireless service provider to verify that the correct services are activated.

 
Cause 2

The BlackBerry smartphone user's mailbox is full.

Resolution 2

If the BlackBerry smartphone user account mailbox is full, or the messaging server cannot send or receive email messages the following line appears in the BlackBerry Messaging Agent (MAGT) log:

[20000] (03/28 13:17:51):{0x390} {ABC@123.com } Send() failed: ERR_MAILBOX_FULL, Tag=207

The BlackBerry smartphone user should verify that the email messages can be sent and received by using an email application on the computer.

 
Cause 3

An incorrect email address was used to complete the enterprise activation process.

Resolution 3

Restart the enterprise activation process using the correct email address:

  1. On the home screen of the BlackBerry smartphone, go to Options > Advanced Options > Enterprise Activation.
  2. Type the appropriate email address in the Email field.
  3. Type the activation password provided by the BlackBerry Enterprise Server administrator in the Password field.
  4. Click Activate.
     

Cause 4

The password used to complete the enterprise activation process was not set correctly.

Resolution 4

Complete the following:

  1. Make sure that there are no network connectivity issues on the Microsoft SQL Server and then confirm that the correct Microsoft Data Access Components (MDAC) version is being used. For instructions on how to determine the MDAC version, see KB03259.
  2. Open the BlackBerry Manager.
  3. Verify that the correct password is listed in the BlackBerry smartphone user account properties. If the password is not present, verify that the Microsoft SQL Server permissions are correct. 
     

Cause 5

The enterprise activation message or etp.dat attachment was modified and or is not available.

In a Microsoft Exchange environment, one of the following issues may occur:

  • Email messages are sent to the BlackBerry smartphone PST folder, but the BlackBerry Enterprise Server cannot access the enterprise activation message with the etp.dat attachment.
  • The enterprise activation message with the etp.dat attachment is deleted or modified by an anti-virus application or message blocking software.
  • The enterprise activation message with the etp.dat attachment is unaltered in the BlackBerry smartphone user's inbox, but the BlackBerry Enterprise Server does not retrieve it.

Resolution 5

Complete the following steps:

  1. Verify whether changes have been made to the enterprise activation message or etp.dat attachment.
  2. Send the BlackBerry smartphone user a blank .dat file from an external email address and confirm that it is received successfully.
  3. Confirm whether the BlackBerry smartphone user can forward the .dat file back to the external email address.
     

Cause 6

The enterprise activation message with the etp.dat attachment is being sent to more than one BlackBerry smartphone user's account.

If a BlackBerry smartphone user forwards email messages to a second BlackBerry smartphone user, the enterprise activation message with the etp.dat attachment is sent to both BlackBerry smartphone user accounts. When the BlackBerry Enterprise Server scans all BlackBerry smartphone users' mailboxes, it cannot determine which smartphone user is using the smartphone to be activated, because the same enterprise activation message is in multiple mailboxes.

Note: BlackBerry Manager points to a different BlackBerry Configuration Database (or BlackBerry Configuration Database location) from the BlackBerry Enterprise Server services. To verify this problem, compare the BlackBerry Configuration Database information in BlackBerry Manager with the information that appears on the Database tab of the BlackBerry Server Configuration Panel.

Resolution 6

Complete one of the following steps:

  • Remove the second BlackBerry smartphone user from the BlackBerry Enterprise Server. When the first BlackBerry smartphone user completes the enterprise activation process, add the second BlackBerry smartphone user to the BlackBerry Enterprise Server again.
  • Before starting the enterprise activation process, turn off message forwarding until the BlackBerry smartphone user has completed the enterprise activation process. 
     

Cause 7

If IBM Domino is used, a time stamp on one or more documents in the BlackBerry smartphone user's Profiles database existed before the account was added on the IBM Domino Server.

Resolution 7

Complete the following steps:

  1. Verify the documents in the BlackBerry smartphone user's Profiles database.
  2. If the the time stamp does not pre-date the time the account was added to the BlackBerry Enterprise Server, remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server, delete the documents, and then add the BlackBerry smartphone user to the BlackBerry Enterprise Server.
CollapseAdditional Information

Check the MAGT log files from the day when the issue occurred to troubleshoot this issue. By default, the logs are located in the Blackberry Enterprise Server installation directory in:

<drive>:\Program files\Research In Motion\Blackberry Enterprise Server\logs\<YYYYMMDD>.

Note: Search the log file using the username of the BlackBerry smartphone user's email address.

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.