BlackBerry® Professional Software and BlackBerry® Enterprise Server Express

[miginc]

I have an existing BEP Server with 1 account.  I have just purchased a new BB.  I have installed the new CAL in the BEP Licensing.

On the new BB the Enterprise Activation hangs.

Help!

[40000] (08/14 08:25:31.968):{0x1A20} [BIPP] Send data, Tag=3710
[40000] (08/14 08:25:31.968):{0xEF0} {user@domain.com} Generating AES256 key
[40000] (08/14 08:25:31.968):{0xC9C} [BIPP] Received status DELIVERED, Tag=3710
[41079] (08/14 08:25:32.000):{0xEF0} {user@domain.com} PagerImp:aveChanges: changed items = 54, 70, 74, 85 Size = 191
[40000] (08/14 08:25:32.000):{0xEF0} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1542879544
[40583] (08/14 08:25:32.000):{0xEF0} {user@domain.com} Sending packet to device, Size=250, Tag=3711, TransactionId=-928765019
[40279] (08/14 08:25:32.000):{0xEF0} {user@domain.com} SubmitToRelaySendQ, Tag=3711
[40000] (08/14 08:25:32.000):{0x1A20} [BIPP] Send data, Tag=3711
[40279] (08/14 08:25:32.000):{0xEF0} {user@domain.com} SubmitToRelaySendQ, Tag=-1977582025
[40000] (08/14 08:25:32.000):{0x1864} {user@domain.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=3709
[40000] (08/14 08:25:32.000):{0xEF0} {user@domain.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=3708
[40000] (08/14 08:25:32.000):{0x1864} {user@domain.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=3710
[40000] (08/14 08:25:32.000):{0x1A20} [BIPP] Send status DATA_ACCEPTED, Tag=-1977582025
[40239] (08/14 08:25:32.015):{0x1864} {user@domain.com} Still handled by desktop
[30160] (08/14 08:25:32.015):{0x1864} {user@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (08/14 08:25:32.015):{0x1864} {user@domain.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (08/14 08:25:32.015):{0x1864} User settings: email=user@domain.com, routing=user@domain.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=kathie, server=MAIL
[40000] (08/14 08:25:32.046):{0xC9C} [BIPP] Received status FAILED, Tag=3711
[40000] (08/14 08:25:32.046):{0x1864} {user@domain.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=3711
[40239] (08/14 08:25:52.421):{0xEF0} {user@domain.com} Still handled by desktop
[30160] (08/14 08:25:52.421):{0xEF0} {user@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (08/14 08:25:52.421):{0xEF0} {user@domain.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (08/14 08:25:52.421):{0xEF0} User settings: email=user@domain.com, routing=user@domain.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=kathie, server=MAIL
[30181] (08/14 08:26:02.343):{0x1B38} Performing system health check (BlackBerry Mailbox Agent 1 - BESX Version 4.1.4.40)
[40360] (08/14 08:26:02.343):{0x1B38} [BIPPa] Health: QSize=0, intMap=0
[40239] (08/14 08:26:02.906):{0xEF0} {user@domain.com} Still handled by desktop
[30160] (08/14 08:26:02.906):{0xEF0} {user@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (08/14 08:26:02.906):{0xEF0} {user@domain.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (08/14 08:26:02.906):{0xEF0} User settings: email=user@domain.com, routing=user@domain.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=kathie, server=MAIL

[AndyDufresne]

Have you reviewed the thread on Troubleshooting Enterprise Activations?

What is displayed on the HH?  How far does the EA go?

[miginc]

The HH just stays at Activating and will eventually time out.  It will eventually give me the generic contact system admin, etc...

[AndyDufresne]

Ok, does the users mailbox receive an email message with an etp.dat file attached?

Does the HH have an Enterprise Data Plan?

Please review this: KB13852 - Identifying and troubleshooting enterprise activation issues

[miginc]

Nothing arrives in the users email box with the ept.dat file. Yes on the Enterprize plan. I just confirmed with Sprint. When I send a password from the BB Manager, it arrives to the user. Pete

[AndyDufresne]

Can you send a PIN message to the device from another BB?

Is it possible that the message is being filtered by a spam filter?

[VertexRoy]

I am having this issue as well.  I get the message in the mailbox, but it is never processed.  All of the permissions are set correctly on the BESAdmin account.

It looks as though the phone may have been plugged into the Desktop Manager at one point...will that affect the activation with a Professional server?

Thanks for any help!

[VertexRoy]

Got it!  Nevermind.

My account permissions were not propagated down to the IS.

Thanks!