Enterprise activation may fail on your BlackBerry device

Although this article may apply to many implementations in which Exchange Online and BlackBerry devices interact, it is especially applicable in a deployment of Microsoft Office 365 dedicated.
Symptoms
Enterprise activation may fail on your BlackBerry device.
Cause
There can be many reasons for Enterprise activation to fail on a BlackBerry device.
Resolution
To effectively troubleshoot BlackBerry Enterprise Server (BES) activation problems, be aware of the following:
  • The phase in the activation process at which the failure is occurring
  • The error message that is being received or the behavior that is being experienced on the device
  • The date and time of the most recent failure (if the issue is escalated to Microsoft)
  • The troubleshooting steps that you completed as part of the activation attempt
There are four distinct phases at which an action can fail. Each phase is outlined here, and recommended troubleshooting steps by Research in Motion are provided for each stage. If these steps don't explain the issue or enable the issue to be resolved, the issue should be escalated to Microsoft. Please use the Exchange Online topic and the BlackBerry Service subtopic when you submit a support incident online to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone. It's very important to provide all the details to Microsoft.

Screen shot of the Blackberry activation process

Phase 1: Activation

  1. An administrator, IT pro, or Helpdesk agent sets the wireless Enterprise Activation password on the BlackBerry smartphone user's account and then communicates the password to the BlackBerry smartphone user.
  2. On the BlackBerry smartphone, on the Enterprise Activation screen, the BlackBerry smartphone user enters the email address and activation password.
  3. The BlackBerry server creates an encrypted activation message that contains an ETP.DAT file and sends the message to the BlackBerry smartphone user's mailbox.
Note The ETP.DAT message contains routing information and the BlackBerry smartphone's activation public keys and is sent from "network @ etpXXXX..blackberry.net." The ETP.DAT message is routed through the BlackBerry infrastructure to the BlackBerry smartphone user's mailbox as a standard message that has an attachment. When the ETP.DAT message is sent, the BlackBerry smartphone displays the status "Activating."

Troubleshooting

The following issues may arise during the first phase of Enterprise activation.

Issue 1: "An error has occurred. Please contact your administrator."
There is a conflict with the activation password.

Resolution

Confirm that the correct activation password is being used. Activation passwords are case-sensitive. If the correct password is being used, set a new activation password, and then communicate it to the end-user.

Issue 2: The BlackBerry smartphone PIN is already being used on another BlackBerry Enterprise Server instance.

Resolution
  1. If the user’s mailbox was recently migrated, verify that the user's BES account was removed from the original BES server.
  2. Verify that the user wiped his or her device after the mailbox was migrated.
Issue 3: Mailbox can't receive mail from external recipients, or mail is being automatically forwarded.

Resolution
  1. Log on to the mailbox, and confirm that messages from external recipients are being correctly delivered.
  2. If everything is working correctly, the BES activation message should be in the Inbox folder dumpster. Notice whether the message is in another location, and escalate to Microsoft Online Services Support. Please use the Exchange Online topic and the BlackBerry Service subtopic when you submit a support incident online to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone.
  3. Confirm that there is no automatic forwarding that is configured for the mailbox.
Issue 4: The enterprise activation process stops at the "Activating" or "Retrying" status.
The BlackBerry smartphone isn't in an area that has sufficient wireless network coverage.

Resolution
  1. Have the end-user test connectivity by sending a personal identification number (PIN) message from the BlackBerry smartphone.
  2. If the PIN message isn't received successfully, there's insufficient wireless network coverage for the activation to be successful.
Issue 5: Device displays "Activating" or "Retrying" during the Enterprise activation process and reports, "The server isn’t responding. Please contact your System Administrator. An error has occurred. Please contact your System Administrator."
During the enterprise activation process, the BlackBerry smartphone displays an "Activating" status for 10 minutes. Another attempt to activate occurs after 10 minutes, for no more than four attempts.

Issue 6: "The user mailbox is full."
Troubleshooting

If the mailbox is full, activation won’t be completed. To make sure that this isn’t the case, make sure that the mailbox is currently receiving mail from external recipients. If this isn’t the issue, continue with the additional steps. If the issue isn’t resolved, escalate to Microsoft Online Services Support. Please use the Exchange Online topic and the BlackBerry Service subtopic when you submit a support incident online to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone.

Issue 7: An incorrect email address was provided.
Troubleshooting

Verify that the correct email address was specified for the activation.

Issue 8: There is a conflict with the activation password.

Troubleshooting
  1. Confirm the correct activation password is being used. Activation passwords are case-sensitive.
  2. If the correct password is being used, set a new activation password, and then communicate it to the end-user.
Issue 9: The ETP.DAT message is deleted or moved or is inaccessible on the Exchange server.
Resolution
  1. Make sure that external mail flow works. To do this, send a test message to the user from outside the organization. If the test message isn’t received, continue to troubleshoot the external mail flow.
  2. Activation doesn’t finish if messages are routed automatically to a PST file. To determine whether this is the case, check with the user or send a test message to confirm that the test message remains in the Inbox folder.
  3. Check for rules in the mailbox that may move the message from the Inbox folder. Make sure that Outlook is closed on the user's desktop because client-side rules may interfere with the activation process.
  4. If the ETP.DAT message isn’t received in the Inbox folder, add @blackberry.net as a safe sender.
  5. Delete all previous ETP.DAT messages that are located in the user's mailbox. These ETP.DAT messages include the messages that were "hard-deleted." These ETP.DAT messages that are deleted can be accessed in the Recover Deleted Items folder in Outlook.
  6. If the ETP file isn’t received in the mailbox or if the ETP file remains in the Inbox folder for more than 10 minutes, escalate this issue to Microsoft Online Services Support. Please use the Exchange Online topic and the BlackBerry Service sub-topic when you submit a support incident online to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone.
Issue 10: The ETP.DAT message was changed in the Exchange server mailbox.
Troubleshooting
  1. Confirm that a BES activation message is routed to the Inbox and then to the Inbox Dumpster.
  2. Verify that the subject line contains the following string and was not changed by an antivirus application or another application:

    RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2
Issue 11: The BlackBerry smartphone isn't registered on the wireless network and isn't provisioned correctly.
Troubleshooting
  1. Reset the BlackBerry smartphone by removing and then reinserting the BlackBerry smartphone battery.
  2. Register the BlackBerry smartphone over the wireless network.
  3. Check the BlackBerry smartphone for a registration confirmation email message.
  4. When the email message arrives, the BlackBerry smartphone should be registered on the wireless network, and the enterprise activation process should finish.
  5. If the enterprise activation process doesn't finish, contact the wireless service provider to confirm that the BlackBerry smartphone is provisioned correctly.

Phase 2: Encryption verification

  1. When the ETP.DAT message arrives at the messaging server, the BlackBerry Messaging Agent checks the content.
  2. The BlackBerry Enterprise Server processes the data that is attached to the message. It verifies that the encrypted passwords match. If the passwords match, the BlackBerry Messaging Agent generates a new permanent encryption key by using either Triple Data Encryption Standard (Triple DES) or Advanced Encryption Standard (AES) and then sends the encryption key to the BlackBerry smartphone.

Phase 3: Receiving services

  1. The BlackBerry Enterprise Server and the BlackBerry smartphone establish a master encryption key.
  2. The BlackBerry smartphone and the BlackBerry Enterprise Server both verify receipt of the master key.
  3. The BlackBerry smartphone implements the new encryption key and then displays the following message:

    Encryption Verified. Waiting for Services.
  4. The BlackBerry Messaging Agent forwards a request to the BlackBerry Policy Service to generate service books.
  5. The BlackBerry Policy Service receives and queues the request and sends out an IT policy update to the BlackBerry smartphone.
  6. The BlackBerry smartphone registers that the IT policy was applied successfully.
  7. The BlackBerry Policy Service generates and sends the service books to the BlackBerry smartphone. The BlackBerry smartphone is now able to send messages.
  8. The BlackBerry smartphone displays the following status:

    Services Received.
  9. The BlackBerry smartphone displays the following message: 

    Your email address, mailto:user@domain.tld is now enabled.

    Synchronization service Desktop []

Troubleshooting

Issue 1: "IT Policy Rejected. Please wipe handheld and try again."
Troubleshooting

Verify that the end-user wiped the device before activating it.

Issue 2: The activation process stops responding, and the BlackBerry smartphone displays message "Waiting for Services..."

Troubleshooting

This process can take a while to complete, depending on the strength of the signal to the carrier network and on the general load on the BES server. Please have the user try again, and if the activation continues to stop at this point, escalate to Microsoft Online Services Support. Please use the Exchange Online topic and the BlackBerry Service subtopic when you submit a support incident online to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone.

Phase 4: Synchronization

  1. After the [CMIME] service book arrives on the BlackBerry smartphone, the BlackBerry smartphone can reconcile messages by using the BlackBerry smartphone user's email account.
    1. The BlackBerry smartphone user can configure reconciliation as required.
    2. All service books should arrive at the same time, but only the [CMIME] service book is required for email message reconciliation.
  2. The BlackBerry smartphone registers the receipt of the service books to the BlackBerry Enterprise Server, and the activation process is complete.
  3. The BlackBerry smartphone displays the following status:

    Activation Complete.
  4. The calendar data is synchronized by using the [CICAL] service book before other data is synchronized.
  5. The Desktop [SYNC] service book is sent to the BlackBerry smartphone.

    Note The Desktop [SYNC] service book allows for organizer data synchronization, wireless backup and restore capability, and synchronization of email settings and filters.
  6. The BlackBerry Enterprise Server sends the appropriate service books and IT policies to the BlackBerry smartphone.
  7. The BlackBerry smartphone user is now able to send and receive email messages on the BlackBerry smartphone.
  8. If the BlackBerry smartphone is configured for wireless organizer data synchronization and wireless backup, the BlackBerry Enterprise Server sends the following data to the BlackBerry smartphone:
    • Calendar entries
    • Address book entries
    • Tasks
    • Memos
    • Messages


Troubleshooting

Issue 1: The enterprise activation process stops responding at 11 percent.
Troubleshooting

Confirm that the user wiped the device after the user was synced with another BES server. If this was already done, this issue should be escalated to Microsoft Online Services Support. Please use the Exchange Online topic and the BlackBerry Service subtopic when you submit a support incident online to Microsoft Online Services Support, or contact Microsoft Online Services Support by telephone.

More information
Third-party solution disclaimer

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Article ID: 3092220 - Last Review: 09/01/2015 20:50:00 - Revision: 1.0

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