Network@etp messages are received in the email application and on the BlackBerry smartphone

Article ID: KB21849

Type: Support Content

Last Modified: 09-24-2012

 

Product(s) Affected:

  • BlackBerry Desktop Software for Windows
CollapseEnvironment
  • BlackBerry smartphone
  • BlackBerry Infrastructure
CollapseOverview

The following network@etp message is received in the email application and on the BlackBerry smartphone:

    From: network@etpxxxx.etp.yy.blackberry.net
    To: <personal email address>
    Body of message:
    This message is used to carry data between the BlackBerry handheld and an associated server. Please do not delete, move or respond to this message - it will be processed by the server.

     

Complete the following steps to identify why network@etp messages are being received on the email client or BlackBerry smartphone:

Step 1 - An attempt is in progress to activate the BlackBerry smartphone over the wireless network.

Complete the following steps to verify whether the BlackBerry smartphone is being activated over the wireless network:

  1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Enterprise Activation.
  2. If wireless activation is in progress, the BlackBerry smartphone displays a status such as Activating or Synchronizing Service Desktop.
  3. The enterprise activation process can be canceled if necessary by pressing the Menu key and clicking Cancel.

Note: If attempts were made to enterprise activate and the process did not complete it may be expected behavior to see this message in the Inbox of the mailbox.  See KB13850 for troubleshooting enterprise activation issues.


Step 2 - The BlackBerry smartphone is configured to use the BlackBerry Internet Service, but is connected to the BlackBerry Desktop Software that was configured for BlackBerry Enterprise Server or BlackBerry Desktop Redirector.

Complete the following steps in the order that they are presented:

  1. Verify how the BlackBerry Desktop Software is configured.
    1. On the computer, click Start > All Programs. Click the BlackBerry folder.
    2. Check whether BlackBerry Desktop Redirector is listed as an available application in the BlackBerry folder. If BlackBerry Desktop Redirector is present, the BlackBerry Desktop Software must be removed and reinstalled to configure it to use the BlackBerry Internet Service settings.

      Note: For more information on how to remove and reinstall the BlackBerry Desktop Software, see the Additional Information section.

  2. Verify if the BlackBerry smartphone contains the Desktop [CMIME] and Desktop [CICAL] service books:
    1. On the Home screen of the BlackBerry smartphone, click Options > Advanced Options > Service Books.
    2. Search for the Desktop [CMIME] and Desktop [CICAL] service books.
    3. If these service books are present, delete them.

Step 3 - A different BlackBerry smartphone is generating the network@etp messages.

This issue might occur when a BlackBerry smartphone has a new user. To confirm this, open the ETP.DAT attachment from the message and check which PIN is originating the request. Ask the new user to complete step 2 from the preceding steps.

Note: If the issue is not resolved by the preceding steps, contact the wireless service provider or BlackBerry Technical Support Services.

CollapseAdditional Information

To remove and reinstall the BlackBerry Desktop Software on a computer and configure the BlackBerry Desktop Software to use the BlackBerry Internet Service, perform the following steps:

  1. Download the BlackBerry Desktop Software installer.
  2. Install the BlackBerry Desktop Software.
  3. In the Country drop-down list, select the applicable country. Click Next.
  4. Read and accept the license agreement. Click Next.
  5. Click the Install folder for the BlackBerry Desktop Software. Keeping the default folder is recommended.
  6. Set the installation access option either to Anyone who uses this computer [all users] or Only me [current user]. Click Next.
  7. Select the Typical installation option. Click Next.
  8. Select either BlackBerry Media Sync or Roxio® Media Manager for BlackBerry® Smartphones as the media program to install. Click Next.
  9. Select Integrate with a personal email account. Click Next.

    Note: Select work email account if the BlackBerry Desktop Software will connect to a BlackBerry Enterprise Server or will be using the BlackBerry Desktop Redirector.

  10. Click Install.

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