Each of these sections contains descriptions, causes, and possible resolutions of common issues. There is a known timing issue with BES where if the database service has not started in a timely fashion, other BES services will not start.
If the timing issue preventing other BES services from starting consistently occurs, please contact Research in Motion technical support for information about starting the BES services through a start-up script.
A user may need to indicate that they wish to connect their device to the BlackBerry Enterprise Server located in their corporate network. The initial stages of Enterprise Activation are performed through email sent from the device to BES and vice versa. Sometimes Enterprise Activation credentials are not current or are not set, which causes activation to fail. Also verify that the user is using the correct email address, by comparing their login email with the email listed for the user in the BlackBerry Manager.
If there are errors in the logs regarding initializing the user or opening their message store, then they may not have properly initialized. To resolve this issue, restart the BlackBerry Agent using the following steps. Shut down the Black Berry Controller Windows service. If this process takes more than a minute, you may need to manually shut down these tasks.
Restart the BlackBerry Controller Windows service. Your BlackBerry Agent is now restarted. If the Enterprise Activation problems persist, you may want to delete the user from the BlackBerry Manager and add them again. When adding new users, assign an Enterprise Activation password before notifying the user to activate their device.
Stage 1 — Activation 1. After minutes, the process times out with one of the following messages: The server is not responding. Please contact your System Administrator. OR An error has occurred. Causes for this behavior include the following: An incorrect activation password was entered on the BlackBerry device multiple times. The wrong email address was entered for activation.
Validate the email address entered on the BlackBerry device during the activation process. If necessary, correct the address and retry the activation process. Remove any filters that move these messages from the Inbox, verify that the filters in BlackBerry Redirector Settings are set to redirect messages from the Inbox, and retry the activation process.
The ETP message was deleted or modified by an anti-virus or message blocking software. Also, make sure that the blackberry. As a result, ETP messages accumulate in the Inbox.
Then, retry the activation process. Verify the password is still listed under the BlackBerry device user's properties. If the password is not present, verify that the Microsoft SQL permissions are correct, make sure that there are no network connectivity issues to the SQL Server. Remove one BlackBerry device user from the BlackBerry Enterprise Server and add the BlackBerry device user again after the original BlackBerry device user completes enterprise activation.
Or, turn off mail forwarding until the original BlackBerry device user has completed enterprise activation. Enterprise activation is stuck on "Activating The user agent is not started for the BlackBerry device user attempting enterprise activation.
This means there is no agent scanning for messages in the BlackBerry device user's Inbox. The following may restart the agent for the BlackBerry device user: The enterprise activation was not completed. Restarting these services will allow the activation of the BlackBerry device to be complete. Fetch these logs and send them to the Engineering Team. The BlackBerry device is not in an area with sufficient wireless coverage and is in the Activating Test network connectivity by sending a PIN message.
The device is not properly provisioned for enterprise activation on the Wireless Network. Click the track wheel and select Register Now. Click the track wheel and select RegisterNow. Check the BlackBerry device for a registration email message confirmation to arrive.
Once it does the BlackBerry device should be assigned to the wireless network and may now allow an enterprise activation to occur. ServerConfigHistory table has unfinished tasks The ServerConfigHistory table might have unfinished tasks for the BlackBerry device user, preventing activation from continuing. Therefore, the BlackBerry Enterprise Server may not have the proper permissions to correctly log in to the BlackBerry device user's account.
As a result, the enterprise activation will not start. Stop and start the Router, Dispatcher, and Controller services in that order. This will force the Controller to assign the BlackBerry device user to an agent and the ETP activation message should be processed several minutes later.
Stage 2 - Verifying Encryption 1. BlackBerry Device Software 4. Please contact your System Administrator" During activation, it says: Please contact your System Administrator" Check the log for the following log message: Set the Activation password and retry activation.
The activation process is terminated due to security restrictions. Check the application logs for errors of this nature. Stage 4 - Slow Synchronization Issues that occur during the slow synchronization process include the following: Slow sync, with fail on Initializing Slow synchronization occurs if the BlackBerry Synchronization Service is not running. It will fail on an Initializing status after the wireless calendar synchronization process completes. Slow sync, with content protection enabled If content protection is enabled on the BlackBerry device, the BlackBerry device might suspend the slow synchronization session.
Disable content protection during the initial activation, or install the latest version of the BlackBerry Enterprise Server including service pack and hotfixes. Slow sync, with lots of simultaneous user activations If many BlackBerry device users attempt activations simultaneously then a slow synchronization process can take a long time to run or possibly time out, depending on BlackBerry Enterprise Server load and messaging server performance.