"Error 3007: Server is not available." is displayed on the iOS device when trying to activate with the Universal Device Service

Article ID: KB31923

Type: Support Content

Last Modified: 05-30-2013

 

Product(s) Affected:

  • BlackBerry Mobile Fusion
  • Universal Device Service
CollapseEnvironment
  • Blackberry Mobile Fusion
  • Blackberry Mobile Fusion Client for iOS 6.1
  • iOS 5.0.1
CollapseOverview

When attempting to activate an iOS device with the Universal Device Service using the BlackBerry Mobile Fusion Client for iOS, the following error is displayed on the iOS device:

Error 3007: Server is not available. Please try again later or contact your administrator.

CollapseCause

The following can cause this issue:

  1. The SSL certificate used by the Universal Device Service Communication Module service is not trusted by the iOS device.
  2. The hostname of the Universal Device Service communication module is not correctly entered in the Company Server Name field in the Blackberry Mobile Fusion Client on the iOS device.
  3. The Application Pool in IIS for the Communication Module will not stay started. When browsing to https://CommModuleURL/enrol/2 an HTTP code 503 is displayed.
  4. The Application Pool in IIS for the Communication Module is started and browsing to https://ExternalCommModuleURL/enrol/2 an HTTP code 500 Internal Server Error. The target principal name is incorrect is displayed.
  5. The externally facing address for the communication module is not accessible due to DNS resolution issues.
CollapseResolution

Cause 1

The SSL certificate used by the Universal Device Service Communication Module service is not trusted by the iOS device.

Resolution 1

The Certification Authority certificate of the server which was used to create the SSL certificate for the Universal Device Service - Communication Module service needs to be installed on the iOS device. Refer to the Universal Device Service - Administration Guide in the "Activate iOS device" section for more details on how to install the Certification Authority certificate on the device.


Cause 2

The hostname of the Universal Device Service communication module is not correctly entered in the Company Server Name field in the Blackberry Mobile Fusion Client on the iOS device.

Resolution 2

Verify that the hostname is reachable from the iOS device and it is accurately typed in the Company Server Name field.


Cause 3

The Application Pool in IIS for the Communication Module will not stay started. When browsing to https://CommModuleURL/enrol/2 an HTTP code 503 is displayed.

Resolution 3

Ensure the Application Pool Identity is the same as the account used during installation. To change it:

  1. Open IIS Manager
  2. Click Application Pools
  3. Select the UDS.CommunicationModule
  4. Click Advanced Settings
  5. Under Process Model enter in the account credentials that were used during the installation into the Identity field.


Cause 4

The Application Pool in IIS for the Communication Module is started and browsing to https://ExternalCommModuleURL/enrol/2 an HTTP code 500 Internal Server Error. The target principal name is incorrect is displayed.

Resolution 4

This error is usually caused when connections are being routed through Internet Security and Accelerator (ISA) or Microsoft Forefront Threat Management Gateway. Microsoft Support Article KB841664 has some information on the error and links to additional troubleshooting steps that can be performed. To confirm that the Communication module is functioning correctly use the system IP address or fully qualified local server name in a browser. An HTTP 403 error is expected.

Cause 5

performing a telnet to the externally facing address for the communication module thorough port 443 fails. NS lookup to the externally facing address for the communication module will also state that there was a Non-Existent domain.  

Resolution 5

Enter the External IP address for the communication module in the server field during the activation process until the DNS resolution issue can be identified and corrected by a network admin.

CollapseAdditional Information

When connecting to a functional Communication Module using a browser an HTTP 403 error should be returned. This is because the BES10 client passes the credentials upfront to the server on first connection before the enrollment can begin.

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