Unable to complete the enterprise activation process if DNS records other than a HOST (A) record are returned for the BAS pool name

Article ID: KB34321

Type: Support Content

Last Modified: 06-14-2013

 

Product(s) Affected:

  • BlackBerry Z10
  • BlackBerry Q10
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry Enterprise Service 10.1 Bundle 69
  • DT 7284225
CollapseOverview

During the enterprise activation process, while trying to set up the work space, the following error is displayed on the BlackBerry 10 smartphone:

Error message Activation can't be completed. Check that you are connected to a network or contact your administrator for assistance.

This occurs when EMWS (on behalf of the BlackBerry 10 smartphone) checks licensing status through BAS to ensure that the enrollment should continue. EMWS does a DNS lookup with a type of ANY for the BAS pool name, but isn't able to process the results if anything other than a Host (A) record is returned.

CollapseCause

EMWS is unable to resolve the BAS Pool name when the BAS Pool is using a DNS record other the a HOST(A) record.

The EMWS log will display the following lines:

[INFO ] (05/17 11:27:12:741):{http-38444-exec-1} MWSHandler:{BlackBerry/10.1.0.4132 EMA/10.1.0.4132 IMEI/xxxxxxxxxxxxxxx PIN/xxxxxxxxx.JohnSmith.8}:Start processing: GET /xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/user/canAddDevice

[INFO ] (05/17 11:27:12:792):{http-38444-exec-1} MWSHandler:{BlackBerry/10.1.0.4132 EMA/10.1.0.4132 IMEI/xxxxxxxxxxxxxxx PIN/xxxxxxxxx.JohnSmith.8}:Complete processing: Status=500

CollapseResolution
Remove all other DNS records for the BAS Pool name, and create just a Host (A) DNS record for it.

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