BlackBerry PlayBook enrollment fails with the error "The BlackBerry Web Desktop Manager is unable to complete this action. Please contact your administrator for more information."

Article ID: KB29251

Type: Support Content

Last Modified: 08-20-2012

 

Product(s) Affected:

  • BlackBerry PlayBook tablet
  • 4G LTE BlackBerry PlayBook
  • BlackBerry Web Desktop Manager
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry® Device Service 6.0

CollapseOverview
After successfully logging into the BlackBerry® Web Desktop Manager for the BlackBerry® Device Service, the user connects the BlackBerry® Playbook™ tablet via USB cable to the workstation.  A pop-up message appears indicating the that BlackBerry Playbook tablet is Activating....  after several minutes, the following error appears:

The BlackBerry Web Desktop Manager is unable to complete this action.  Please contact your administrator for more information.
CollapseCause

There is a communication issue between the BlackBerry PlayBook tablet and the BlackBerry Device Service, which may be due to one of the following scenarios.

Note: See the Additional Information section for steps to locate the log files mentioned below.

Cause 1

The ActiveX plugin on the local computer (BlackBerry Device Communication Components) or the BlackBerry PlayBook tablet itself cannot communicate with the BlackBerry Device Service.

The following log line from the SCDeviceController log file can be used to identify this scenario:

[20] [11est:54:11:922] [SCDeviceController] [0x00001130] [SCDeviceMonitor.cpp:123] [IPControlChannel::WebServices::enrolNew] Enrol response. Value: Error

One of the following sets of log lines may also appear in the RIMHttpProxy log file:

[20] [11est:53:50:731] [HttpProxy::HostLookup::lookupAddress] [0x00001e40] [HostLookup.cpp:80] Looking up host = SERVERNAME.example.com, service = 8081
[20] [11est:53:50:736] [HttpProxy::HostLookup::lookupAddress] [0x00001e40] [HostLookup.cpp:118] 192.168.0.10:8081
[1] [11est:54:11:762] [HttpProxy::ProxyServer::_connectFoundEndpoint] [0x00001e40] [SocketUtils.cpp:15] connect() failed: [10060] A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.
[20] [11est:54:11:772] [HttpProxy::Utilities::shutdownConnection] [0x00001e40] [SocketUtils.cpp:82] Shutting down socket 452

or

[20] [19est:52:29:921] [HttpProxy::HostLookup::lookupAddress] [0x00000e58] [HostLookup.cpp:80] Looking up host = SERVERNAME.example.com, service = 8444
[20] [19est:52:29:921] [HttpProxy::HostLookup::lookupAddress] [0x00000e58] [HostLookup.cpp:118] 192.168.0.10:8444
[1] [19est:52:30:935] [HttpProxy::ProxyServer::_connectFoundEndpoint] [0x00000e58] [SocketUtils.cpp:15] connect() failed: [10061] No connection could be made because the target machine actively refused it.


Cause 2

The BlackBerry Device Communication Components cannot establish a connection with the tablet due to local firewall restrictions.

When the BlackBerry PlayBook tablet is connected via USB, a virtual ethernet connection is established using the RNDIS protocol between the local computer and the tablet (this connection will have a link-local IP address such as 169.254.x.x).

In order for the BlackBerry Device Communication Components to provide a link between the tablet and the BlackBerry Device Service, a proxy connection must be established across this connection. This connection is initiated by the tablet. When this connection cannot be established due to a firewall blocking inbound traffic, the following lines will appear in the SCDeviceController log.

[20] [10est:22:42:807] [CSCNetworkedDevice::setProxyMode] [0x00003184] [SCNetworkedDevice.cpp:261] setProxyMode for 169.254.227.58:5666
[20] [10est:22:42:807] [CSCNetworkedDevice::Login] [0x00003184] [SCNetworkedDevice.cpp:367] Login request - 501DD801
[20] [10est:22:42:807] [SCDeviceController] [0x0000204c] [SCDeviceMonitor.cpp:124] [IPControlChannel::WebServices::login] login

[20] [10est:22:43:711] [SCDeviceController] [0x0000204c] [SCDeviceMonitor.cpp:124] [IPControlChannel::WebServices::handleLoginResponse] Authentication response. Value: Success

[20] [10est:22:49:906] [SCDeviceController] [0x00002260] [SCDeviceMonitor.cpp:124] [IPControlChannel::WebServices::setProxyMode] SetProxyMode response. Value: Error
[20] [10est:22:49:906] [SCDeviceController] [0x00002260] [SCDeviceMonitor.cpp:124] [IPControlChannel::WebServices::setProxyMode] SetProxyMode error description. Value: timed out
[20] [10est:22:49:915] [CSCNetworkedDevice::setProxyMode] [0x00003184] [SCNetworkedDevice.cpp:283] Unable to setProxyMode. Request failed.

[1] [10est:22:49:915] [CSCDeviceMonitor::startProxyForNetworkedDevice] [0x00003184] [SCDeviceMonitor.cpp:3030] Failed to set device 12G34H56 for proxy mode 169.254.227.58:5666[1] [10est:22:49:915] [CSCDeviceMonitor::startProxyForNetworkedDevice] [0x00003184] [SCDeviceMonitor.cpp:3033] Failure to set proxy mode on device is likely because of a firewall.

This indicates that the BlackBerry Device Communication Components are able to communicate with the tablet, but that no proxy initiation request is received from the tablet.

No RIMHttpProxy log file will be created in this scenario, since the proxy connection is never established.


CollapseResolution

Cause 1

The BlackBerry Device Communication Components or the BlackBerry PlayBook tablet cannot communicate with the BlackBerry Device Service.

Resolution 1

Ensure that the following ports are not in use and allowed through the firewall on the BlackBerry Device Service server:

Note: These ports are the default settings, and may have been changed. To verify which ports are currently assigned to these server functions, open the BlackBerry Server Configuration utility (Start > All Programs > BlackBerry Mobile Fusion > BlackBerry Device Service > BlackBerry Server Configuration) and check the Port fields on the Enterprise Management Web Service tab.

TCP 8444 - Enterprise Management Configuration port

Used by Enterprise Management Web Services to communicate between the BlackBerry Device Service and the BlackBerry PlayBook tablet for delivery of device management tasks.

TCP 8081 - Enrollment Configuration port

Used by the RIMHttpProxy service on the local computer to establish a connection with the BlackBerry PlayBook Administration Service during device enrollment.





Cause 2

The BlackBerry Device Communication Components cannot establish a connection with the tablet due to local firewall restrictions.

Resolution 2

Configure any local firewall(s) to allow traffic for the RIM Http Proxy application.

The following steps apply for the Windows Firewall; other local firewall solutions may require separate steps.

Note: The Windows Firewall may also be controlled by Group Policy Objects, which must be modified at the Windows domain level by an appropriate administrator.

Windows XP

  1. Click Start > Control Panel > Windows Firewall
  2. Select the Exceptions tab
  3. If RIMProxy.exe is present in the list, ensure that it is checked.

If RIMProxy.exe is not present in the list, the following steps can be followed to add it:

  1. Click Add Program
  2. Click Browse and select the following file. 
    • 64-bit OS:C:\program files (x86)\common files\research in motion\scdevicecontroller\rimproxy.exe
    • 32-bit OS:C:\program files\common files\research in motion\scdevicecontroller\rimproxy.exe
  3. Click Open to confirm the selection, then OK to continue.

Windows 7

  1. Click Start > Control Panel > Windows Firewall
  2. Select Advanced Settings
  3. Click Inbound Rules
  4. If RIM Http Proxy is present in the list, double-click each entry and ensure that Allow the connection is selected
If RIM Http Proxy is not present in the list, the following steps can be followed to add it:
  1. Click New Rule
  2. Ensure Program is selected and click Next
  3. Specify the following in the program path, then click Next
    • 64-bit OS:C:\program files (x86)\common files\research in motion\scdevicecontroller\rimproxy.exe
    • 32-bit OS:C:\program files\common files\research in motion\scdevicecontroller\rimproxy.exe
  4. Select Allow the Connection and click Next
  5. Ensure that Domain, Private, and Public are all checked, then click Next
  6. Specify RIM Http Proxy as the name, and click Finish
CollapseAdditional Information

To obtain the SCDeviceController and RIMHttpProxy log files the following conditions must be true, as these logs are removed when no longer in use.

  • The BlackBerry PlayBook tablet must still be connected to the computer via USB cable
  • The BlackBerry Device Service Web Desktop Manager or BlackBerry Administration Service web console must still be open in Internet Explorer


To locate the log files:

  1. Click Start > Run
  2. Type in %temp%
  3. Click OK


The log files will be named with the date to which they apply:

  • SCDeviceController-(YYYY-MM-DD).log
  • RIMHttpProxy-(YYYY-MM-DD).log

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