BlackBerry 10 smartphone or BlackBerry PlayBook tablet activation fails with error "Message: Discovery request failed - HTTP response code: 302"

Article ID: KB32997

Type: Support Content

Last Modified: 01-24-2014

 

Product(s) Affected:

  • BlackBerry Z10
  • BlackBerry PlayBook tablet
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry Device Service 6.1 and 6.2
  • BlackBerry PlayBook OS 2.1.0.1088 and 2.1.0.1032
  • BlackBerry 10 OS
CollapseOverview

When activating a BlackBerry 10 smartphone or a BlackBerry PlayBook, the device displays the following message:

Unable to contact server, please check connectivity or server address.

or

The server cannot be contacted. Check if you are connected to the network and the server address is correct and then try again.

This can occur if the device can not make an IPPP connection to the BlackBerry Enterprise Web Management Service. The device will use the BlackBerry Mobile Data Service to communicate with the BlackBerry Enterprise Web Management Service.

CollapseCause
The BlackBerry Mobile Data Service or BlackBerry Enterprise Management Web Service are not correctly configured.
CollapseResolution

1.  Verify the MDS-CS service is running and correctly bound to a port.

  1. In task manager visibly verify that a process called bmds.exe and in the Windows Service MMC verify the BlackBerry Mobile Data Service is running.
     
  2. Verify the WebServer.listen.port and WebServer.listen.sslport. Browse to C:\Program Files (x86)\Research In Motion\BlackBerry Device Service\MDS\Servers\instance\config and look for a file called COMPUTERNAME_MDS-CS_1.5.0.4.26.cached.PROPERTY, open this up with  a text editor, search for WebServer.listen.port and note the value. Next perform a netstat on the machine with the -ab switch, for instance "netstat -ab > c:\netstat.txt.  In the netstat output search for bmds.exe, verify by finding an instance of bmds.exe where the line above it displays the port number specified in the WebServer.listen.port.(BMDS.exe may appear multiple times in the netstat but we need to make sure there is an instance where it shows bound to the WebServer.listen.port.
     
    Good example: 
     
    TCP    0.0.0.0:8080           computername:0           LISTENING
    [bmds.exe]
     
    Bad example:
     
    TCP    0.0.0.0:8080          computername:0           LISTENING
    [tomcat6.exe]

In the bad example note that tomcat6.exe is bound to port 8080 which is also the default MDS-CS port. This would be very common when a user has installed UDS and BDS on the same server.  To fix this change the ports that the Mobile Data Service is using by executing the following two queries verse your BDSMgmt database:

UPDATE dbo.MDSConfig set WebServerListenPort='8099' where WebServerListenPort=8080

UPDATE dbo.MDSConfig set WebServerListenSSLPort='8445' where WebServerListenSSlPort=8443

Once this is complete restart the BlackBerry Dispatcher, BlackBerry Mobile Data Service and BlackBerry Enterprise Web Management Service and try the activation again.  After a restart run netstat -ab and verify bmds.exe is now bound to 8099.

2.  The URL's listed in the BlackBerry Server Configuration tool's Enterprise Management Web Service tab are incorrect

  1. In task manager verify you can see a process called emws.exe and in the Windows Service MMC verify the BlackBerry Enterprise Management Web Service is running.
  2. Verify that the URL listen in this box is the FQDN of the BlackBerry Device Service, also open up a command prompt and type "ping fqdn" where fqdn is the server name listed in both fields on the Enterprise Management Webservice Tab.  We want to verify this address is resolvable on the machine.
  3. Verify the ports listed on Enterprise Management Web Service tab are currently listening on the machine. Perform a netstat -ab and redirect the output to a file (netstat -ab > c:\netstat.txt).  Verify there are three entries listed in the netstat output for emws.exe, here is an example where the default ports of 8081 and 8444 were used, if you have changed these then the netstat should also reflect that.

TCP    0.0.0.0:8009           computername:0           LISTENING
 [EMWS.exe]
TCP    0.0.0.0:8081           computername:0           LISTENING
 [EMWS.exe]
TCP    0.0.0.0:8444           computername:0           LISTENING
 [EMWS.exe]

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