Enterprise activation process stops during the slow synchronization process

Article ID: KB13461

Type: Support Content

Last Modified: 04-10-2012


Product(s) Affected:

  • BlackBerry Enterprise Server for Novell GroupWise
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
Jump to: Environment | Overview
  • BlackBerry® Enterprise Server for IBM® Lotus® Domino®
  • BlackBerry® Enterprise Server for Microsoft® Exchange
  • BlackBerry® Enterprise Server for Novell® GroupWise®

The enterprise activation process stops during the slow synchronization process.

If the above scenario occurs, please see the below checklist.

1)  Verify that the BlackBerry Synchronization Service is currently running

If the service is stopped, this prevents the slow synchronization process from starting. After synchronization of the calendar data is completed, the slow synchronization process stops responding during the Initializing stage.

Restart the BlackBerry Synchronization Service. This resumes the enterprise activation process.

The BlackBerry Synchronization Service requires Microsoft XML Parser (MSXML). Make sure that the correct version of MSXML is installed.

  • For BlackBerry Enterprise Server 4.0, MSXML version 4.0 or later is required.
  • For BlackBerry Enterprise Server 4.1 or later, MSXML version 4.0 SP2 or later is required.

2)  Verify that the BlackBerry Enterprise Server has no network connectivity issues or Microsoft SQL Server errors

Make sure that Microsoft SQL Server is online and accessible.

3)  Confirm that content protection is not enabled on the BlackBerry smartphone during the synchronization process

This can cause the smartphone to suspend the slow synchronization session.

Complete one of the following tasks:

  • Disable content protection before starting the enterprise activation process. Refer to KB11963 for details on how to disable content protection.
  • Make sure the smartphone remains unlocked while the enterprise activation process completes.

4)  Verify that there is no IT Policy or setting that is blocking the slow synchronization process

On the BlackBerry smartphone, the Disable Wireless Bulk Loads IT policy is turned on or wireless synchronization is turned off. 

  1. Check the user's IT policies to determine if the smartphone is activated.
  2. Turn off the Disable Wireless Bulk Loads IT policy and turn on Wireless Synchronization.

5)  Verify there is not an excessive amount of synchronization process simultaneously

In the case of large user moves or BlackBerry Enterprise Transport moves, if multiple slow synchronization process attempts are made simultaneously, the attempts might take a long time to complete or they might time out, depending on the BlackBerry Enterprise Server load and on the messaging server performance.

6)  The Desktop [SYNC] service book contains data that is out of date

Restore the Desktop [SYNC] service book.

  1. On the Home screen of the smartphone, click the Options icon.
  2. Depending on the version of the BlackBerry Device Software on the smartphone, click either Service Book or Advanced Options > Service Book.
  3. Highlight the Desktop [SYNC] service book.
  4. Click the trackwheel and select Delete.
  5. In the Are you sure? dialog box, click Delete.
  6. Click the trackwheel and select Undelete.

    The wireless synchronization process begins again and runs in the background.


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