Identifying and troubleshooting issues with the Enterprise Activation process

Article ID: KB13852

Type: Support Content

Last Modified: 12-11-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BlackBerry Enterprise Server
  • BlackBerry Business Cloud Services
CollapseEnvironment
  • BlackBerry Device Software 4.0 to 7.1
  • BlackBerry Business Cloud Services
  • BlackBerry Enterprise Server
CollapseOverview

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

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

  • KB04829 - The BlackBerry smartphone displays An error has occurred. Please contact your administrator
  • KB13458 - The BlackBerry smartphone shows Activating, Retrying, or Contacting Server status during the enterprise activation process
  • KB13468 - BlackBerry Enterprise Server is not responding or an error has occurred
  • KB04982 - The Please Contact Your System Administrator error message appears during the enterprise activation process

The enterprise activation process stops at the Activating or Retrying status

  • KB13840 - The enterprise activation process stops responding at the Activating stage
  • KB13841 - The enterprise activation process stops at the Activating or Retrying stage

User not started errors

  • KB10321 - The OpenDatabase() failed. User not started error message appears
  • KB13842 -The User <BlackBerry_smartphone_user_name> not started error message appears

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

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

  • KB04533 - The IT Policy Rejected error message appears

The enterprise activation process stops at Waiting for services status

  • KB03410 - The wireless enterprise activation process stops
  • KB04327 - The BlackBerry smartphone stops responding at the Waiting for Services stage
  • KB10798 - The enterprise activation process stops responding at the Waiting for Services stage

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%

  • KB03964 - The enterprise activation process stops at 0% in the slow synchronization process

The enterprise activation process stops at 11%

  • KB10496 - The enterprise activation process stops at 11% in the slow synchronization process

The slow synchronization process stops responding at the Initializing stage

  • KB13847 - The slow synchronization process does not start
  • KB13849 - Messages are delivered although the enterprise activation process is incomplete

The enterprise activation process stops during the slow synchronization stage

  • KB13461 - The enterprise activation process stops during the slow synchronization process
CollapseAdditional Information

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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