ETP message is picked up by the server but no activity takes place on the BlackBerry smartphone and the Activation times out

Article ID: KB00789

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Desktop Software for Windows
  • BlackBerry Enterprise Server for Microsoft Exchange
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  • BlackBerry® smartphones
  • BlackBerry® Enterprise Server for Microsoft® Exchange
  • BlackBerry® Desktop Software
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ETP message is picked up by the server but no activity takes place on the BlackBerry smartphone and the Enterprise Activation times out.
The BlackBerry Enterprise Server logs show the following information:

[4] (08/24 00:42:38):{0x111} {<user@domain.com>} Email Address is <user@domain.com>

[4] (08/24 00:42:38):{0x111} {<user@domain.com>} Routing Info is<user@domain.com>

[4] (08/24 00:42:38):{0x111} {<user@domain.com>} Still handled by desktop

[2] (08/24 00:42:38):{0x111} {user@domain.com} GetDeviceId() failed
 
 
The 'Still handled by desktop andGetDeviceId()failed' line indicates that the BlackBerry smartphone user has BlackBerry Desktop Redirector installed on their local workstation.
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The BlackBlackBerry smartphone user has installed BlackBerry Desktop Redirector on their local workstation.
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To resolve this issue complete the following steps:

  1. Uninstall the BlackBerry Desktop Manager from the workstation. For instructions reffer to KB02206.
  2. Re-Activate the BlackBerry smartphone.

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