Unable to register BlackBerry Mobile Voice System Client

Article ID: KB16418

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Mobile Voice System
CollapseEnvironment
  • BlackBerry® Mobile Voice System (BlackBerry MVS) Server for Cisco® Unified Communications Manager version 6.1 or later
  • BlackBerry MVS Client for Cisco Unified Communications Manager version 6.1 or later
CollapseOverview

When registering the BlackBerry MVS Client, the following error message is displayed:

Registration Failed
CollapseCause
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

The Enable MVS option is set to No or is set to Yes on multiple BlackBerry smartphones.

Resolution

To set the Enable MVS option to Yes, complete the following steps:

  1. Log in to the BlackBerry MVS web UI using the last five digits of your desk phone extension as your user ID and the default password that was provided to you in your welcome email message. If you have lost your password, click the Forgot PIN link.
  2. Click your mobile phone number.
  3. Click the MVS tab.
  4. Make sure that the Enable MVS option is set to Yes and click Submit.

    Note: Make sure that only one BlackBerry smartphone listed has the Enable MVS option set to Yes.


Cause 2

The BlackBerry MVS web UI has the incorrect BlackBerry smartphone personal identification number (PIN).

Resolution

To verify that the BlackBerry MVS web UI has the correct BlackBerry smartphone PIN listed, complete the following steps:

  1. Obtain the PIN from the BlackBerry smartphone.
  2. Log in to the BlackBerry MVS web UI using the last five digits of your desk phone extension as your user ID and the default password that was provided to you in your welcome email message. If you have lost your password, click the Forgot PIN link.
  3. Click your mobile phone number.
  4. Click the MVS tab.
  5. On the Home screen of your BlackBerry smartphone, click Options > Status to make sure the Device PIN field has the correct PIN listed. Alternatively, open the Messages application and compose a new email message. Type mypin in the Subject field or in the body of the message and press the Space bar.

Cause 3

The BlackBerry MVS web UI has the incorrect email address.

Resolution

To verify that the BlackBerry MVS web UI has the correct email address listed, complete the following steps:

  1. Log in to the BlackBerry MVS web UI using the last five digits of your extension as your user ID and the default password that was provided to you in your welcome email message. If you have lost your password, click the Forgot PIN link.
  2. Click your mobile phone number.
  3. Click the MVS tab.
  4. Make sure that the Device Email Address field has the correct email address listed and click Submit.

Cause 4

The BlackBerry MVS web UI has the incorrect mobile phone number.

Resolution

  1. Log in to the BlackBerry MVS web UI using the last five digits of your desk phone extension as your user ID and the default password that was provided to you in your welcome email message. If you have lost your password, click the Forgot PIN link.
  2. Click your mobile phone number.
  3. Click the MVS tab.
  4. Make sure that the Device Phone Number field has the correct phone number listed and click Submit.
  5. If the phone number is not correct, click Add and complete the following tasks:

    Task 1 - Fill in the information on the Main tab

    • Enter the BlackBerry smartphone phone number.
    • Enter a description of the phone (optional).
    • Set Desk Phone to No.
    • Leave the remaining three fields as they are.

    Task 2 - Fill in the information on the Features tab

    • Set Is This Device Active to Yes.
    • Leave the remaining two items as they are.

    Task 3 - Fill in the information on the MVS tab

    • Set Enable MVS to Yes.
    • Set Device PIN to your current BlackBerry smartphone PIN.
    • Set Device Email Address to your work email address.

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