"Unable to retrieve specific device attributes from the device that is connected to your computer" appears when a BlackBerry smartphone is assigned to a user in the BlackBerry Administration Service

Article ID: KB20015

Type: Support Content

Last Modified: 11-19-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Enterprise Server Express for Microsoft Exchange
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 to 5.0 SP3
  • BlackBerry Enterprise Server Express 5.0 SP1 to 5.0 SP4
  • DT 461923
  • DT 1053380
CollapseOverview

When a BlackBerry smartphone is assigned to a user in the BlackBerry Administration Service and the smartphone is connected to a computer, the following error message appears:

The BlackBerry Administration Service was unable to retrieve specific device attributes from the device that is connected to your computer.

The following lines appear in the BlackBerry Administration Service Application Server (BAS-AS) logs:

11/02 15:25:34:238):{http-server01.example.com%2F192.0.2.0-443-6} [com.rim.bes.bas.besutilityaccess.DeviceActivatorUtilities] [WARN] [BBAS-2008] {u=9, uc=-1, o=0, t=142196} beginWirelineDeviceActivation could not complete due to exception: com.rim.bes.bas.besutilityaccess.DeviceActivationJNIException: JBeginActivation::ProvisionUser Provision user failed[sourcefile = c:\example\components\bas\adminservice\5.0.0\l\enterprise\bas\server\nativeutil\src\core\main\cpp\basbesutil\src\jbeginactivation.cpp line=286]

com.rim.bes.bas.besutilityaccess.DeviceActivationJNIException:
JBeginActivation::ProvisionUser Provision user failed[sourcefile = c:\example\components\bas\adminservice\5.0.0\l\enterprise\bas\server\nativeutil\src\core\main\cpp\basbesutil\src\jbeginactivation.cpp line=286]
at
com.rim.bes.bas.besutilityaccess.DeviceActivatorImpl.beginWirelineDeviceActivationJNI(Native Method)
at com.rim.bes.bas.besutilityaccess.DeviceActivatorImpl.beginWirelineDeviceActivation(DeviceActivatorImpl.java:133)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source)
at java.lang.reflect.Method.invoke(Unknown Source)

If the above error occurs, please see the below checklist.

1)  Confirm that user is a BlackBerry enabled user and that the existing CAL limit has not been exceeded

To resolve this issue, complete the following steps:

  1. In the BlackBerry Administration Service, select the user and click Enable as BlackBerry user.
  2. In the BlackBerry Administration Service, under Devices, click Manage current devices > Assign current device > choose user > Associate user.
  3. Verify the CAL has not exceeded the user limit:
    1. Under Servers and Components, expand BlackBerry solution topology.
    2. Expand component view and click on BlackBerry Administration Service.
    3. Update the license information if necessary.

2)  Confirm that the BlackBerry service account has sufficient permissions to the BlackBerry user's mailbox

The BlackBerry Messaging Agent (MAGT) log file displays the following:

[20154] (03/04 09:05:02.072):{0x1A24} User John Smith not started

For Exchange:

  1. Ensure the BlackBerry service account has access to the BlackBerry user's mailbox by running IEMSTest.exe
  2. Apply the Send as, Receive as, and Administer information store permissions to the service account as needed.

    Note: For additional information on applying the permissions to the service account, see KB02276 .

  3. Reload the BlackBerry smartphone user.

For Domino:

  1. Ensure the Domino server hosting the BlackBerry services has Manager and Delete access to the mailfile.

    Note: For additional information on applying Domino permissions, see KB01469

  2. Ensure that the Profile Document for the affected user is linked to a valid State Database by opening the Profile Document and clicking on the link to the State Database.


3)  Verify there is no Enterprise Service Policy blocking the PIN

  1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view.
  2. Click BlackBerry Enterprise Server.
  3. Click Edit component.
  4. In the Enterprise Service Policy section, in the Allowed drop-down list, click Yes for each BlackBerry smartphone model that you want to permit to access the BlackBerry Enterprise Server.
  5. To add a new BlackBerry smartphone, on the Add New Allowed PINs tab, in the New Allowed PINs field, type the PIN for the BlackBerry smartphone. Click the Add icon.
  6. Click Save All.
CollapseWorkaround

The Allow user wire-line activation setting, under the BlackBerry Web Desktop Manager information tab, is set to No.

Method 1

To resolve this issue, complete the following steps:

  1. In the BlackBerry Administration Service, expand BlackBerry Solution Topology.
  2. Click Component view.
  3. Select BlackBerry Administration Service from the list of components.
  4. Click the BlackBerry Web Desktop Manager tab.
  5. Click Edit component.
  6. In the Allow user wire-line activation drop-down list, click the Activate any PIN option.

Method 2

Perform a wireless activation.

More information on this can be found in the BlackBerry Enterprise Server Administration Guides which can be found here Documentation for Administrators

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