- BlackBerry Device Software 4.0 to 7.1
- BlackBerry Business Cloud Services
- BlackBerry Enterprise Server
The following table lists knowledge base articles with information about errors that appear during the enterprise activation process.
Note: For an overview of the wireless enterprise activation process, its stages, and the role of the ETP.DAT activation message, see KB13850.
| Enterprise activation stage | Knowledge base articles |
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Stage 1 - Activation The BlackBerry smartphone generates an ETP.DAT message and sends it to the BlackBerry smartphone user's mailbox over the wireless network. (03/10 10:27:28.014):{0x1AEC}{ian.dundas@example.net} Queuing DATA from network@etp1006.etp.na.blackberry.net , Tag=-903057656, Entry Id=2604425 |
Please contact your system administrator errors
The enterprise activation process stops at the Activating or Retrying status
User not started errors |
|
Stage 2 - Verifying encryption The BlackBerry Messaging Agent generates a new permanent encryption key and sends it to the BlackBerry smartphone. [40000] (05/21 06:51:39):{0x14D4} {ian.dundas@example.net } Generating 3DES key (this is based on server setting) [40000] (05/21 06:51:39):{0x14D4} *** OTAKEYGEN *** sending KEY_ACCEPT TransID = 2077103732 |
Contact service administrator errors |
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Stage 3 - Receiving services The BlackBerry Policy Service receives a request to generate service books and then sends an IT policy update to the BlackBerry smartphone. BlackBerry Messaging Agent; Sending Service Book request to the BlackBerry Policy Service [40000] (05/21 06:51:45):{0x1AA8} {ian.dundas@example.net } *** OTAKEYGEN *** Queuing service book data to Policy Server Policy Service; IT policy sent to the BlackBerry smartphone [40000] (05/21 06:51:49):{0xE1C} SCS::CheckITPolicyInGroup - Queuing SET_ITPOLICY_REQUEST request for UserId=2573 |
IT Policy Rejected error
The enterprise activation process stops at Waiting for services status |
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Stage 4 - Slow synchronization The BlackBerry smartphone can now send and receive messages. If wireless organizer data synchronization and wireless backup options are configured correctly, the appropriate organizer data is sent to the BlackBerry smartphone. Slow synchronization starts after the BlackBerry Synchronization Service receives the request from the BlackBerry Dispatcher . [46046] (05/21 06:52:24):{0x1294} [SYNC-DSession] Received "GetConfig" command from device. [Last, First:2573] The Following log line indicates that Slow Synchronization has Completed [36023] (05/21 07:05:36):{0x12AC} [SYNC-DSession] *** SLOWSYNC COMPLETE *** [Last, First:2573] |
The enterprise activation process stops at 0%
The enterprise activation process stops at 11%
The slow synchronization process stops responding at the Initializing stage
The enterprise activation process stops during the slow synchronization stage
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For instructions on how to activate a BlackBerry smartphone on the wireless network, please refer to the BlackBerry Enterprise Server Administration Guides found here
For information on the wireless enterprise activation process, see the BlackBerry Wireless Enterprise Activation Technical Overview White Paper .
To view troubleshooting topics for the wireless enterprise activation process, click here.
BlackBerry Device Software 5.0, BlackBerry 6 and BlackBerry 7 include improved wording prompts to assist with troubleshooting the enterprise activation process. For information on the new prompts, see KB19669.
For information on troubleshooting the enterprise activation process in an IBM Lotus Domino environment, see KB10384.
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