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
  • BlackBerry Enterprise Service 10.1 Bundle 69
  • DT 7284225

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.


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/ EMA/ 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/ EMA/ IMEI/xxxxxxxxxxxxxxx PIN/xxxxxxxxx.JohnSmith.8}:Complete processing: Status=500

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


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