Enterprise activation process stops responding at the "Activating" stage

Article ID: KB13840

Type: Support Content

Last Modified: 09-18-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry smartphones
  • BlackBerry Enterprise Server 4.0 to 5.0
CollapseOverview

The enterprise activation process stops responding at the Activating stage. The BlackBerry smartphone continuously displays an Activating status.

CollapseCause
Cause 1

The BlackBerry smartphone is not registered with the wireless network

Cause 2

The ETP.DAT email message is not arriving in the Inbox of the user's email application

Cause 3

The ETP.DAT is malformed or altered

Cause 4

The BlackBerry service account does not have correct permissions to the mailbox

Cause 5

The BlackBerry smartphone cannot receive data

Cause 6

There is an IT Policy interfering with the encryption standard set on the BlackBerry Enterprise Server
CollapseResolution

Cause 1

The BlackBerry smartphone is not registered with the wireless network

Resolution 1

Confirm that the BlackBerry smartphone is registered with the wireless network

  1. Reset the BlackBerry smartphone by removing and reinserting the BlackBerry smartphone battery.
  2. Register the BlackBerry smartphone over the wireless network. For more information, see KB00510.
  3. Check the BlackBerry smartphone for a registration confirmation email message. When the email message arrives, the BlackBerry smartphone should be registered on the wireless network and the enterprise activation process should finish. 

   Note: If the enterprise activation process does not finish, contact the wireless service provider to confirm that the BlackBerry smartphone is provisioned correctly.


Cause 2

The ETP.DAT email message is not arriving in the Inbox of the user's email application

Resolution 2

Confirm the ETP.DAT email message is arriving in the Inbox of the user's email application.

If no ETP.DAT message is arriving, please test the following scenarios

  • Remove any email message filters and rules that might prevent email messages from arriving in the inbox.
  • Send a test enterprise activation request to an external email account to confirm that the ETP.dat activation email messages are being sent.


Cause 3

The ETP.DAT is malformed or altered

Resolution 3

Check to see if the ETP.DAT email message is malformed or altered

The activation email must have the following format in the subject line:

RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2

Make sure that spam blocking or anti-virus applications do not modify the subject line.

Example of a modified subject line:

BULK] RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2 


Cause 4

The BlackBerry service account does not have correct permissions to the mailbox

Resolution 4

Confirm that the BlackBerry service account has correct permissions to the mailbox

Note: The ETP.DAT activation email message must arrive in the mailbox before the BlackBerry Enterprise Server service account is notified that the message was received.

To resolve this issue, verify that the BlackBerry Enterprise Server service account has the correct permissions. For more information, see the BlackBerry Enterprise Server Installation Guide .


Cause 5

The BlackBerry smartphone cannot receive data

Resolution 5

Confirm that the BlackBerry smartphone can receive data

Send a PIN message from the BlackBerry smartphone to verify that the BlackBerry smartphone is activated for standard wireless data.


Cause 6

There is an IT Policy interfering with the encryption standard set on the BlackBerry Enterprise Server

Resolution 6

Confirm there is no IT Policy interfering with the encryption standard set on the BlackBerry Enterprise Server

If an IT policy from Security Policy Group Disable 3DES Transport Crypto is set to True and BlackBerry Enterprise Server is set to use 3DES only, no communication occurs between the BlackBerry Enterprise Server and the BlackBerry smartphone.

There will be an increasing number of dropped packets on Device Firewall. This can be viewed using the following steps on the BlackBerry smartphone Options - Security Options - Firewall

Add BlackBerry smartphone users who enterprise activate to an IT policy that has Disable 3DES Transport Crypto set to False. When activation is complete, add the BlackBerry smartphone user to any IT policy.

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