Zimbra Connector for Blackberry - Wireless Enterprise Activation Stops Responding

The wireless enterprise activation process initializes a BlackBerry device for the first time. The enterprise activation process consists of two main parts:

  • Part 1: Activation of the BlackBerry device user's account on the BlackBerry Enterprise Server.
  • Part 2: Full synchronization of the BlackBerry device user's personal information management (PIM) data, which is referred to as wireless synchronization.

If the Enterprise activation stops responding before the process is complete, the failure could be due to one or more of the following reasons:

The enterprise activation process stops while an encryption key is being generated.

Cancel the activation and try to activate the BlackBerry device after verifying the following:

  • The activation password has been set on the BlackBerry Enterprise Server. Contact your system administrator to confirm the password has been set.
  • The wireless transceiver is on and the BlackBerry device status indicator displays upper case letters (indicating good network coverage).

The email address is incorrect

Ensure that the email address of the user is correctly configured on the BES Server.

The password is incorrect on the BlackBerry Enterprise Server.

Correct the password, and then try the enterprise activation process again.

Note: The password is case-sensitive. Typing numbers in the password requires the use of the Alt key on the BlackBerry device.

During wireless activation, you do not receive an email message from network@etpXXXX.<etp_address>.blackberry.net

To determine why this message has not been received, verify the following:

  • A spam filter is not blocking the message.
  • The message is sent to the correct email address.
  • The organization's firewall should not block the activation message to reach to the BES Server. Ensure that the BES Server is allowed to initiate an outbound, bidirectional traffic to the RIM Gateway servers on Port 3101.
  • There are no redirection rules being applied to the message as it arrives (for example, the message is moved to another folder, or the message is deleted).
  • The BlackBerry device is provisioned for BlackBerry Enterprise Server services. If you can send and receive personal identification number (PIN) messages, then the BlackBerry device is provisioned correctly.

The BlackBerry Policy Service on the BlackBerry Enterprise Server is stopped.

  1. Start the BlackBerry Policy Service on the BlackBerry Enterprise Server.
  2. On the BlackBerry Enterprise Server, go to Start > Run and type services.msc.
  3. Double-click the BlackBerry Policy Service. If the BlackBerry Policy Service displays Stopped, start it.

The Desktop [SYNC] service book is corrupt

To restore the Desktop [SYNC] service book, complete the following steps:

  1. On the BlackBerry device, click Options > Service book.
  2. Click Desktop [SYNC] > Delete.
  3. From the same screen, click the track wheel and click Undelete.

Note: The wireless synchronization process will begin again, but will occur in the background.

Verified Against: n/a Date Created: 3/10/2010
Article ID: https://wiki.zimbra.com/index.php?title=Zimbra_Connector_for_Blackberry_-_Wireless_Enterprise_Activation_Stops_Responding Date Modified: 2022-02-04

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