BlackBerry Mobile Voice System Client failed registration

Article ID: KB18598

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® Mobile Voice System (BlackBerry MVS) 4.6.1 for Cisco® Unified Communications Manager version 6.1 or later
  • BlackBerry MVS 5.0
CollapseOverview

To check if a BlackBerry smartphone is registered to use BlackBerry MVS Client, click Options > Advanced Options > BlackBerry MVS Status > BlackBerry MVS Client. If green checkmarks do not appear beside the Sent Registration and Received Registration fields, the BlackBerry MVS Client has not registered successfully.

CollapseCause

This issue has multiple causes.

  1. The BlackBerry MVS user may be outside of a wireless coverage area.
  2. The BlackBerry MVS services may not be running.
  3. The BlackBerry MVS user account may not be active.
  4. The BlackBerry MVS user's Cisco Unified Communications Manager user account may not be configured correctly.
  5. The BlackBerry MVS user account may not be configured correctly.
  6. The BlackBerry Configuration Database may not be running.
  7. The secure communication password to the BlackBerry® Enterprise Server may have changed.
  8. The Server Routing Protocol (SRP) ID may have changed.
CollapseResolution

To resolve this issue, complete the following steps:

  1. Verify that the BlackBerry smartphone is in a wireless coverage area where the BlackBerry smartphone can send and receive data messages and the BlackBerry MVS user can make a call.
  2. On the BlackBerry MVS Server where the BlackBerry MVS user account is located, in the Windows® Services, verify that the BlackBerry MVS console service and BlackBerry Session Manager service are running. If necessary, start them.
  3. In the BlackBerry MVS console, verify that the BlackBerry MVS user account is active. In the left pane, click Users > Manage > Search.
  4. In the Cisco Unified Communications Manager UI, verify that the user ID, password and digest credentials are set correctly.
  5. Verify that the BlackBerry MVS user account is configured correctly. In the BlackBerry MVS Console, in the left pane, click Users > Manage > Search and select the BlackBerry MVS user that you want to check the credentials for. Verify that the user ID, password, extension, and mobile phone number are set correctly for the user. These values must match the credentials set in the Cisco Unified Communications Manager.

    In the BlackBerry MVS BBSM log files, check for a 4xx or 5xx error. The default location for the log files is < drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\<date>. In the Cisco Unified Communications Manager UI, verify that the BlackBerry MVS user account is configured correctly.

    To log a 4xx or 5xx error, you must set the debug log level of the BlackBerry MVS to Finest. To change the log level from the taskbar, click Start > Settings > Control Panel> BlackBerry Mobile Voice System Configuration. On the Logging tab, in the Debug log level drop-down list, click a log level, and click OK.

  6. On the computer that hosts the BlackBerry Enterprise Server that is associated with the BlackBerry MVS user account, verify that the BlackBerry Configuration Database is running in the Windows Services. If necessary, start it.
  7. Contact your organization's BlackBerry Enterprise Server administrator and verify that the administrator has not made any changes to the secure connection password for BlackBerry Enterprise Server components. If the administrator has made a change to the secure connection password, you must use the same password to set up a secure connection from BlackBerry MVS to the BlackBerry Enterprise Server.

    To configure a secure connection, complete the following steps:

    1. In the left pane of the BlackBerry MVS Console, click Secure Connections.
    2. Click the BlackBerry Enterprise Server.
    3. Type and confirm a password. The password must be the secure communication password for the BlackBerry Enterprise Server components.
    4. Click Submit.

Contact your organization's BlackBerry Enterprise Server administrator and verify that the administrator has not made any changes to the SRP ID. If the administrator has made a change to the SRP ID, you must restart the BlackBerry MVS services.

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