"Server is not responding" or "An error has occurred" appears on the BlackBerry smartphone during the enterprise activation process

Article ID: KB13468

Type: Support Content

Last Modified: 08-07-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry® Device Software 4.0 to 4.1
  • BlackBerry® Enterprise Server 4.0 to 5.0 SP1 MR1
CollapseOverview

The BlackBerry smartphone stops responding and displays a status of Activating. The BlackBerry smartphone then attempts the enterprise activation process again every 10 minutes, displaying a Retrying status each time. After a period of time, the BlackBerry smartphone stops retrying the enterprise activation process and either of the following messages appears:

The server is not responding. Please contact your System Administrator

An error has occurred. Please contact your System Administrator

 

Please see the below checklist if the above error occurs

1) Confirm the BlackBerry smartphone user account is correctly configured for enterprise activation.

2) Verify that the BlackBerry smartphone user account was created on the BlackBerry Enterprise Server.

On the BlackBerry smartphone, the following error message appears:

An error occurred. Please contact your System Administrator.

In the BlackBerry Messaging Agent (MAGT) log, the following lines are listed:

[40282] (05/19 16:13:55.102):{0x8EC} {ABC@123.com} Queuing DATA from network@etp1006.etp.na.blackberry.net, Tag=-696887252, EntryId=98
[30083] (05/19 16:13:55.196):{0x8EC} {ABC@123.comt} Sent ETP::STATUS to BlackBerry system, Tag=-696887252
[40700] (05/19 16:13:55.196):{0x8EC} {ABC@123.com} Receiving packet from device, size=508, TransactionId=-562206449, Tag=-696887252, content type=OTAKEYGEN, cmd=0x3
[40000] (05/19 16:13:57.571):{0x8EC} {ABC@123.com} *** OTAKEYGEN *** Failed to get password for the ACTIVATION request.
[40000] (05/19 16:13:57.571):{0x8EC} {ABC@123.com} *** OTAKEYGEN *** sending ABORT_TRANSACTION, transID = 723161113

3) Check to see if an Enterprise Activation password was created.

  • Create an activation password. For instructions, please refer to the BlackBerry Enterprise Server Administration Guides found here.
CollapseAdditional Information

Check the BlackBerry Messaging Agent (MAGT) log files to troubleshoot the issue. The log files are usually located in the Blackberry Enterprise Server installation directory in <drive>:\Program files\Research In Motion\Blackberry Enterprise Server\logs\<YYYYMMDD>. Check the MAGT log file for the day on which the issue occurred with the enterprise activation process.

Tip: Search the MAGT log files using the user name of the BlackBerry smartphone user's Simple Mail Transfer Protocol (SMTP) email address. For example, use testuser for testuser@rim.net.

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