Troubleshooting Top 10 Enterprise ActivationIssues 716-00960-123© 2008 Research In Motion Limited 10 Problems Reviewed Today 1. The BlackBerry smartphone displays "The server is not responding. Please contact your System Administrator." 2. The BlackBerry smartphone continuously displays an "Activating" or a "Retrying" status with no variation 3. The BlackBerry smartphone displays "Activation error: Contact Service Administrator" 4. The BlackBerry smartphone displays "IT Policy Rejected. Please wipe handheld and try again" 5. The BlackBerry smartphone displays "Waiting for Services" 6. All elements are listed, but the status stays at the initialization stage and the slow synchronization indicator shows 0% 7. Slow Sync doesn't complete, but BlackBerry smartphone user is able to send and receive email messages 8. The Enterprise Activation process stops responding and the slow synchronization process is not completed 9. During the wireless Enterprise Activation process, wireless data synchronization does not occur 10.The BlackBerry smartphone displays "Not all databases synchronized successfully:Address Book: Troubleshooting Stage 1 Issues: Activation 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Problem #1 Please contact your System Administrator error ·The BlackBerry smartphone stops responding for 10 minutes while displaying an Activating status ·The BlackBerry smartphone attempts the Enterprise Activation process every 10 minutes and displays a Retrying status each time 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Problem #1 (continued) ·After 40 minutes, the BlackBerry smartphone stops retrying and displays one of the following error messages: ­ The server is not responding. Please contact your System Administrator. ­ An error has occurred. Please contact your System Administrator. 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Causes 1. The BlackBerry smartphone user account mailbox is full, or the messaging server cannot send or receive email messages 2. An incorrect email address was used to start the Enterprise Activation process 3. The password set in BlackBerry Manager was not applied correctly 4. The ETP.dat message is deleted, modified, or not accessible (Microsoft® Exchange only) ETPEmail Transfer Protocol 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Causes (continued) 5. The ETP.dat message has been sent to two accounts 6. One or more documents in the BlackBerry smartphone user's profiles database have a time stamp prior to when the account was added (IBM® Lotus® Domino® only) 7. The BlackBerry smartphone has not been correctly provisioned for enterprise service 8. The BlackBerry smartphone user account was not created on the BlackBerry Enterprise Server 9. An activation password was not created 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Problem #1, Cause 4 Explained In a Microsoft Exchange environment, one of the following problems may occur: · Email messages are sent to the BlackBerry smartphone personal folder; therefore, the BlackBerry Enterprise Server cannot access the activation message (ETP.dat) · The ETP.dat activation message is deleted or modified by an anti-virus application or message blocking software · The ETP.dat activation message is unaltered in the BlackBerry smartphone user's inbox, but the BlackBerry Enterprise Server does not retrieve it 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Resolution · To determine if changes have been made to the ETP.dat message, send the BlackBerry smartphone user a blank .dat file from an external email address and have the BlackBerry smartphone user forward the file back 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Problem #2 The BlackBerry smartphone continuously displays an Activating or a Retrying status with no variation Causes This issue is caused by one of the following: 1. The BlackBerry smartphone is not registered on the wireless network 2. The ETP.dat activation message does not arrive in the inbox 3. The BlackBerry Enterprise Server service account does not have the correct permissions to access the BlackBerry smartphone user's mailbox 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Problem #2 (continued) 4. The BlackBerry Messaging Agent is not scanning for email messages or is scanning for email messages in an incorrect subfolder in the BlackBerry smartphone user's inbox 5. The BlackBerry smartphone is not activated for enterprise service 6. The BlackBerry smartphone is not in an area with sufficient wireless network coverage 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 1 Issues: Activation Problem #2, Cause 5 Explained · The BlackBerry smartphone is not activated for enterprise data traffic Resolution · Have the BlackBerry smartphone user send a PIN message from the BlackBerry smartphone to verify that they have an active data service plan and are provisioned for enterprise service 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 2 Issues: Verifying Encryption 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 2 Issues: Verifying Encryption Problem #3 The following error message appears on the BlackBerry® smartphone during the Enterprise Activation process: Activation error: Contact Service Administrator 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 2 Issues: Verifying Encryption Problem #3 (continued) · The BlackBerry smartphone is activated on a BlackBerry® Enterprise Server that supports AES encryption · However, the BlackBerry smartphone is running BlackBerry® Device Software 4.0, which supports Triple DES encryption AESAdvancedEncryption Standard Triple DES Triple Data Encryption Standard 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 2 Issues: Verifying Encryption Problem #3 (continued) Resolution Complete one of the following options · Configure the BlackBerry Enterprise Server to support Triple DES encryption · Move the BlackBerry smartphone user account to a BlackBerry Enterprise Server that supports Triple DES encryption 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #4 The BlackBerry® smartphone user receives the following error message on the BlackBerry smartphone during the Enterprise Activation process: IT Policy Rejected. Please wipe handheld and try again · The BlackBerry smartphone has rejected the IT policy that is pushed from the BlackBerry Policy Service 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #4 (continued): Causes 1. The BlackBerry smartphone is activated on a BlackBerry® Enterprise Server that is being upgraded from a trial version to a standard version 2. The BlackBerry smartphone was previously active on another BlackBerry Enterprise Server and has a conflicting IT policy 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #4, Cause 2 Explained · The BlackBerry smartphone was previously active on another BlackBerry Enterprise Server and has a conflicting IT policy ­ This occurs if the previous BlackBerry Enterprise Server and the current BlackBerry Enterprise Server do not share the same BlackBerry Configuration Database Resolution · Send a blank IT policy to the affected BlackBerry smartphone, which should erase any existing IT policy setting 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5 During the wireless Enterprise Activation process, the BlackBerry smartphone stops responding and displays the following error message: Waiting for Services 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5 (continued): Causes 1. The BlackBerry smartphone user is in an area with insufficient wireless network coverage 2. The BlackBerry smartphone user has pending email messages that are preventing delivery of the services to the BlackBerry smartphone 3. The BlackBerry Policy Service and BlackBerry Synchronization Service are not started 4. The BlackBerry Enterprise Server service account does not have the required permissions on the BlackBerry Configuration Database 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5 (continued): Causes 5. Another BlackBerry smartphone user with the same PIN is active in the same BlackBerry Configuration Database 6. The BlackBerry smartphone has not been added to the list of authorized BlackBerry smartphones and cannot be activated when the Enterprise Service Policy is enabled 7. The BlackBerry Policy Service is processing the service books and IT policy PINpersonal identification number 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5 (continued): Causes 8. A non-functioning state database or profile document exists (IBM® Lotus® Domino® only) 9. The MSXML version is earlier than 4.20.9818 Service Pack 2 10. The BlackBerry Policy Service is in a non-responsive state MSXMLMicrosoft® XML Parser 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5, Cause 10 Explained · The BlackBerry Policy Service is in a non-responsive state ­ To confirm the state of the BlackBerry Policy Service, check the current day's BlackBerry Policy Service (POLC) log files and verify that the log file _POLC_.txt is present ­ If it is present, confirm that it has not been truncated and that it has current time stamps 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5, Cause 10 Explained (continued) Resolution 1. Stop the BlackBerry Policy Service a. Go to Start and Run b. Type services.msc in the Open field c. Locate the BlackBerry Policy Service in the screen that appears d. Click Stop 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 3 Issues: Receiving Services Problem #5, Cause 10 Explained (continued) Resolution (continued) 2. If the BlackBerry Policy Service fails to stop, complete the following steps: a. Open Task Manager b. On the Processes tab, sort by Image Name c. Locate ITAdminServer.exe in the list and click End Process d. Once the process is removed from the list, start the BlackBerry Policy Service again 3. The POLC log should be present and the Enterprise Activation process should work 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #6 · The first part of the Enterprise Activation process is successful and the slow synchronization process starts · All elements are listed, but the status stays at the initialization stage and the slow synchronization indicator shows 0% · The BlackBerry® Enterprise Server logs indicate that the first part of the Enterprise Activation process is completed but the email message that starts the slow synchronization process is not sent 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #6 (continued): Cause · The Disable Wireless Bulk Loads IT policy is turned on, preventing the wireless slow synchronization process from completing 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #6 (continued): Resolution ·Turn off the Disable Wireless Bulk Loads IT policy through the following steps: a. In BlackBerry Manager, right-click the BlackBerry Enterprise Server name and click IT Policy b. On the IT Policy settings for a BlackBerry Enterprise Server, click the Disable Wireless Bulk Loads IT policy name and click Edit c. On the Edit IT Policy screen, clear the check box next to Disable Wireless Bulk Loads, click OK, and then click Yes d. On the IT Policy settings for a BlackBerry Enterprise Server screen, click OK 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #7 · The slow synchronization process does not complete during the initialization stage of the wireless Enterprise Activation process · An Enterprise Activation icon appears on the Home screen of the BlackBerry smartphone, indicating that the Enterprise Activation process is not complete · The BlackBerry smartphone user is able to send and receive email messages 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #7 (continued): Causes This issue is caused by one of the following: 1. The BlackBerry Synchronization Service is not running 2. The Disable Wireless Bulk Loads IT policy is turned on or Wireless Synchronization is turned off, and the slow synchronization process is not complete 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #7, Cause 1 Explained · The BlackBerry Synchronization Service is not running 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #7, Cause 1 Resolution Determine if the BlackBerry Synchronization Service is running. To do this, perform the following: a. On the BlackBerry Enterprise Server, open Control Panel b. Click Administrative Tools c. Click the Services applet d. Confirm that the status appears as Started. If Started is not displayed, start the process and then confirm that it has successfully started. 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #8 · The Enterprise Activation process stops responding and the slow synchronization process is not completed 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #8 (continued): Causes 1. The BlackBerry Synchronization Service is not running 2. The BlackBerry Enterprise Server has network connectivity problems or Microsoft® SQL ServerTM errors 3. The BlackBerry Synchronization Service cannot start 4. Content protection is not turned on for the BlackBerry smartphone 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #8 (continued): Causes On the BlackBerry smartphone, the Disable Wireless Bulk Loads IT policy is turned on or Wireless Synchronization is turned off 5. Multiple BlackBerry smartphone users are attempting the slow synchronization process simultaneously 6. The Desktop [SYNC] service book is not functioning correctly 7. There are existing non-responsive worker threads (Microsoft® Exchange only) 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #8, Cause 8 Explained · Non-responsive worker threads exist because the Microsoft Exchange Server is too busy, or some BlackBerry smartphone users no longer have a Microsoft Exchange mailbox · As a result, the BlackBerry Enterprise Server cannot find the DN of their mailboxes · When this occurs, the Windows® Event Viewer Application Log shows some BlackBerry smartphone user statuses as User not started DNDistinguished Names 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #8, Cause 8 Resolution · Run handheldcleanup.exe ­ If the handheldcleanup tool reports errors for a particular BlackBerry smartphone user's mailbox, verify that the BlackBerry smartphone user exists in Microsoft® Active Directory® and is currently associated with a mailbox ­ If a BlackBerry smartphone user on the BlackBerry Enterprise Server no longer has a Microsoft Exchange mailbox, remove the BlackBerry smartphone user from BlackBerry Manager 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #9 During the wireless Enterprise Activation process, wireless data synchronization does not occur Workaround Have the BlackBerry smartphone user follow the steps below to synchronize data wirelessly: 1. On the BlackBerry smartphone, go to Options, Advanced Options, and Service Book 716-00960-123 © 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #9 (continued) Workaround (continued) 2. Find the Desktop [SYNC] service book and delete it 3. Open the menu and choose Undelete. This causes the BlackBerry smartphone to display the Desktop [SYNC] service book and perform a complete wireless slow synchronization process with the BlackBerry Enterprise Server Once the slow synchronization process is complete the organizer data synchronizes wirelessly as expected 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #10 The following error message appears after the Enterprise Activation process completes: Not all databases synchronized successfully ­ Address Book Cause 1 · Due to new requirements for Address Book contacts, some contact entries may have been missed 716-00960-123© 2008 Research In Motion Limited Troubleshooting Stage 4 Issues: Slow Synchronization Problem #10 (continued) Resolution ·Each contact requires a first name, a last name, or a company name ·If a contact is missing all three, the entry is missed and the error is produced ·Suggestion: Make sure all contact entries have at least a first name, a last name, or a company name For more information on this issue, see KB00729 in the BTSC BTSC BlackBerry Technical Solution Center 716-00960-123© 2008 Research In Motion Limited Useful Links 716-00960-123 © 2008 Research In Motion Limited Useful Links BlackBerry Enterprise Activation Portal http://na.blackberry.com/eng/support/enterpriseactivation/