- 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
- Email Address specified for activation is incorrect or activation message is not being processed
- Enterprise Service Policy is preventing activation from occurring
- BlackBerry® Enterprise Server IT Policy Service is not running
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.
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:
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.
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:
- Verifying Encryption
- Encryption Verified
- Waiting for services...
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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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.