"Not BlackBerry enabled" is displayed when logging into BlackBerry Web Desktop Manager

Article ID: KB18486

Type: Support Content

Last Modified: 06-18-2012

 

Product(s) Affected:

  • BlackBerry Web Desktop Manager
  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0 for Microsoft® Exchange
  • BlackBerry® Web Desktop Manager
  • SDR350046
CollapseOverview

After successfully logging in to BlackBerry® Web Desktop Manager, the following error message is displayed:

Not BlackBerry enabled

CollapseCause

An administrator user account was created before being added as a BlackBerry smartphone user.

CollapseResolution

Upgrade to BlackBerry® Enterprise Server 5.0 SP1.

CollapseWorkaround

An administrator user account was created before being added as a BlackBerry smartphone user. Removing the administrator user and instead assigning an administrator role to the BlackBerry enabled user will workaround this issue.

To verify the affected user has two accounts listed complete the following:

  1. Log in to the BlackBerry Administration Service.
  2. Click on Administrator user.
  3. Select Manage Users.
  4. Click Search.
  5. From the results verify if the affected user is listed twice.
  6. Check both accounts to see which one is not BlackBerry enabled.
  7. Delete the Administrator user that is not BlackBerry enabled.
Note: If the user is only listed once, check the BlackBerry Enterprise Server status under the user information tab and click on Enable as a BlackBerry user.

To add a role for a BlackBerry enabled user complete the following:

  1. Log in to the BlackBerry Administration Service.
  2. Select the plus symbol next to User.
  3. Click Manage users.
  4. Click Search.
  5. From the results, click on the BlackBerry enabled user.
  6. Select the Roles tab.
  7. Click Edit User and add the appropriate role.
  8. Click Save all.

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