Unable to use BlackBerry Protect when the BlackBerry smartphone is active on a BlackBerry Enterprise Server

Article ID: KB25065

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Protect for BlackBerry smartphones
CollapseEnvironment
  • BlackBerry® Protect for BlackBerry smartphones
  • BlackBerry® Enterprise Server
CollapseOverview

When a BlackBerry® smartphone is active on a BlackBerry Enterprise Server, BlackBerry Protect will not run and the following message will appear:

You cannot install BlackBerry Protect on your BlackBerry device. BlackBerry Protect is not compatible with devices that use a BlackBerry Enterprise Server.

CollapseAdditional Information

If the BlackBerry smartphone is not active on a BlackBerry Enterprise Server, but BlackBerry Protect still displays this error, it is possible that there is an IT Policy on the smartphone.

For information on how to remove an IT Policy from a BlackBerry smartphone, please see KB14202 and follow Method 3 if you use BlackBerry Desktop Software for PC, or Method 4 if you use BlackBerry Desktop Software for Mac.

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