Improved enterprise activation prompts in BlackBerry Device Software 5.0

Article ID: KB19669

Type: Support Content

Last Modified: 11-27-2011


Product(s) Affected:

  • BlackBerry Curve 8500 Series
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Bold 9700
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Curve 8300 Series
  • BlackBerry Pearl 9100 Series
  • BlackBerry Curve 9330
  • BlackBerry Bold 9000
  • BlackBerry Bold 9650
  • BlackBerry Tour 9630
  • BlackBerry Storm smartphones
  • BlackBerry Curve 9300
  • BlackBerry Enterprise Server for IBM Domino
Jump to: Environment | Overview
  • BlackBerry® smartphones
  • BlackBerry® Device Software 5.0 to 6.0

In addition to the troubleshooting information in KB13852 , starting in BlackBerry® Device Software 5.0 there are improved activation prompts to assist with common problems.

This knowledge base article is broken into the following four scenarios:

Activation password specified on the BlackBerry smartphone is incorrect

If an incorrect password is specified during activation of a BlackBerry® smartphone over the wireless network ,running BlackBerry Device Software 5.0 to 6.0, the following error message is displayed at the Verifying Encryption stage:

An error occurred. The email address or password may be incorrect. Please contact your System Administrator.

Email Address specified for activation is incorrect or activation email message is not being processed

If an incorrect email address is specified or the activation email message is not obtained by the BlackBerry® Enterprise Server during activation, the following prompt will eventually be displayed:

The BlackBerry Enterprise Server has not responded to your activation request. An error may have occurred.

If you click More Details, a list of the common reasons why activation might have failed at this point is displayed as shown below:

  • The email address has been entered incorrectly.
  • The activation email has been modified or moved from your email inbox by Spam/Attachment scanning or a mail client rule.
  • You have not yet been added to the BlackBerry Enterprise Server. Please either cancel this request and contact your IT support team or continue to wait for a response.

Enterprise Service Policy is preventing activation from occurring

If the Enterprise Service Policy is preventing a BlackBerry smartphone running BlackBerry Device Software 5.0 to 6.0 from activating the following prompt will be presented to the BlackBerry smartphone user:

Your account is not authorized for Enterprise Activation.

BlackBerry Enterprise Server IT Policy Service is not running

If the IT Policy Service is not running on the BlackBerry Enterprise Server a BlackBerry smartphone running BlackBerry Device Software 5.0 to 6.0 will retry the activation process 3 times while going through the following states:

  • Activating
  • Verifying Encryption
  • Encryption Verified
  • Waiting for services...
  • Retrying...

If the BlackBerry Enterprise Server IT Policy Service does not respond after any of these attempts the following prompt will be presented:

The server is not responding. Please contact your System Administrator.


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