[YS Chang]

Hi,
I installed Blackberry Enterprise Server 4.1.2 for exchange 2007 recently and i tried to activate my blackberry.
Blackberry status keep showing "activating..". fail to activate

here is my status.

the user account was added to the BlackBerry Enterprise Server;
the BlackBerry Enterprise Server was set up with proper access to the user's mailbox;
a password was set for the user account

When I activated blackberry w/ email address and activation password on the device Enterprise Activation screen, the device sent activation message to mailbox
i verified that BES dispatch the activation message that was sent from the user’s device because the activation message disappear in a minute.

the account status is Initializing.
the device displays a status of Activating…
and finally failed to activate.

Is there anybody having a idea?

below is log i found.

--------------------------------------------------------------------------
[40423] (05/20 20:37:31.020):{0x354} {yschang@domain.com} Queuing new mail through notification (external). EntryId=50
[40724] (05/20 20:37:31.020):{0x1748} {yschang@domain.com} Get record key for this MAPI object, EntryId=50
[40435] (05/20 20:37:31.020):{0x1748} {yschang@domain.com} Queuing new mail through notification. EntryId=50. Msgs Pending 0
[40719] (05/20 20:37:31.036):{0x1748} {yschang@domain.com} GetFolderIDFromList No folder ID in list for EntryID
[40282] (05/20 20:37:31.036):{0x1748} {yschang@domain.com} Queuing DATA from , Tag=167855935, EntryId=50
[30083] (05/20 20:37:31.051):{0x1748} {yschang@domain.com} Sent ETP::STATUS to BlackBerry system, Tag=167855935
[40700] (05/20 20:37:31.051):{0x12F0} {yschang@domain.com} Receiving packet from device, size=429, TransactionId=485406005, Tag=167855935, content type=OTAKEYGEN, cmd=0x3
[40000] (05/20 20:37:31.051):{0x12F0} *** OTAKEYGEN *** Initiating a new transaction, transID = 1217394712
[40000] (05/20 20:37:31.051):{0x12F0} *** OTAKEYGEN *** sending ABORT_TRANSACTION, transID = 1217394708
[40583] (05/20 20:37:31.051):{0x12F0} {yschang@domain.com} Sending packet to device, Size=47, Tag=72, TransactionId=-936161944
[40279] (05/20 20:37:31.051):{0x12F0} {yschang@domain.com} SubmitToRelaySendQ, Tag=72
[40000] (05/20 20:37:31.051):{0x13C4} [BIPP] Send data, Tag=72
[30000] (05/20 20:37:31.067):{0x12F0} {yschang@domain.com} Sending data to Dispatcher, size=297, Tag=73
[40000] (05/20 20:37:31.067):{0x12F0} {yschang@domain.com} SendToDispatcher, Tag=73
[40000] (05/20 20:37:31.067):{0x13C4} [BIPP] Send data, Tag=73
[40000] (05/20 20:37:31.067):{0x12E8} [BIPP] Received status DELIVERED, Tag=73
[41079] (05/20 20:37:31.067):{0x12F0} PagerImp::SaveChanges: changed items = 70
[40000] (05/20 20:37:31.067):{0x12F0} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 1217394712
[40000] (05/20 20:37:31.067):{0x12F0} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 1217394712
[40000] (05/20 20:37:31.083):{0x12E8} [BIPP] Received status FAILED, Tag=72
[30000] (05/20 20:37:31.083):{0x12F0} {yschang@domain.com} Sending data to Dispatcher, size=282, Tag=74
[40000] (05/20 20:37:31.083):{0x12F0} {yschang@domain.com} SendToDispatcher, Tag=74
[40000] (05/20 20:37:31.083):{0x13C4} [BIPP] Send data, Tag=74
[40000] (05/20 20:37:31.098):{0x12F0} {yschang@domain.com} Generating 3DES key
[40000] (05/20 20:37:31.098):{0x12E8} [BIPP] Received status DELIVERED, Tag=74
[41079] (05/20 20:37:31.098):{0x12F0} PagerImp::SaveChanges: changed items = 54, 70, 74, 85
[40000] (05/20 20:37:31.098):{0x12F0} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1217394712
[40583] (05/20 20:37:31.098):{0x12F0} {yschang@domain.com} Sending packet to device, Size=248, Tag=75, TransactionId=-936161943
[40279] (05/20 20:37:31.098):{0x12F0} {yschang@domain.com} SubmitToRelaySendQ, Tag=75
[40000] (05/20 20:37:31.098):{0x13C4} [BIPP] Send data, Tag=75
[40279] (05/20 20:37:31.098):{0x12F0} {yschang@domain.com} SubmitToRelaySendQ, Tag=167855935
[40000] (05/20 20:37:31.098):{0x13C4} [BIPP] Send status DATA_ACCEPTED, Tag=167855935
[40239] (05/20 20:37:31.098):{0x158C} {yschang@domain.com} Still handled by desktop
[30160] (05/20 20:37:31.098):{0x158C} {yschang@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (05/20 20:37:31.098):{0x158C} {yschang@domain.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (05/20 20:37:31.098):{0x158C} User settings: email=yschang@domain.com, routing=yschang@domain.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=yschang, server=UC-EXMBX02
[40000] (05/20 20:37:31.130):{0x12E8} [BIPP] Received status FAILED, Tag=75
[45050] (05/20 20:37:31.145):{0x250} DBNS: DbObject=200
[40239] (05/20 20:37:32.145):{0x158C} {yschang@domain.com} Still handled by desktop
[30160] (05/20 20:37:32.145):{0x158C} {yschang@domain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (05/20 20:37:32.145):{0x158C} {yschang@domain.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (05/20 20:37:32.145):{0x158C} User settings: email=yschang@domain.com, routing=yschang@domain.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=yschang, server=UC-EXMBX02
[40000] (05/20 20:38:31.146):{0x13C4} [BIPP] Ping 199 sent
--------------------------------------------------------------------------

[knottyrope]

Not sure if 4.1.2 is supported.

Try this link for setup.

http://www.blackberryforums.com/bes-...unctional.html

[YS Chang]

Thanks for your reply.

i download besx414mr5 upgrade package and run steup.exe

i ran into message below
"This patch package could not be opend. Contact the application vendor to verify that this is a valid Windows installer aptch package"

I thinkt that this package is valid for windows.

is there anything i missed?

[knottyrope]

Did it download all of it?
I had that issue and downloaded it a second time.

[YS Chang]

i upgraded to 4.1.5.26
but it is same, i couldn't activate my blackberry. log is below.


[40423] (05/21 13:36:55.546):{0x12C} {yschang@mydomain.com} Queuing new mail through notification (external). EntryId=40
[40724] (05/21 13:36:55.546):{0x10E8} {yschang@mydomain.com} Get record key for this MAPI object, EntryId=40
[40435] (05/21 13:36:55.546):{0x10E8} {yschang@mydomain.com} Queuing new mail through notification. EntryId=40. Msgs Pending 0
[40719] (05/21 13:36:55.563):{0x10E8} {yschang@mydomain.com} GetFolderIDFromList No folder ID in list for EntryID
[40282] (05/21 13:36:55.580):{0x10E8} {yschang@mydomain.com} Queuing DATA from , Tag=1508302665, EntryId=40
[30083] (05/21 13:36:55.613):{0x10E8} {yschang@mydomain.com} Sent ETP::STATUS to BlackBerry system, Tag=1508302665
[40700] (05/21 13:36:55.613):{0x10EC} {yschang@mydomain.com} Receiving packet from device, size=429, TransactionId=485406014, Tag=1508302665, content type=OTAKEYGEN, cmd=0x3
[40000] (05/21 13:36:55.613):{0x10EC} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 1217394716
[40000] (05/21 13:36:55.613):{0x10EC} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 1217394716
[30000] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} Sending data to Dispatcher, size=282, Tag=84
[40000] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} SendToDispatcher, Tag=84
[40000] (05/21 13:36:55.647):{0x1080} [BIPP] Send data, Tag=84
[40000] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} Generating 3DES key
[40000] (05/21 13:36:55.647):{0x107C} [BIPP] Received status DELIVERED, Tag=84
[41079] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} PagerImp::SaveChanges: changed items = 54, 70, 74, 85, 87 Size = 2174
[40000] (05/21 13:36:55.647):{0x10EC} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 1217394716
[40583] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} Sending packet to device, Size=248, Tag=85, TransactionId=-936088712
[40279] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} SubmitToRelaySendQ, Tag=85
[40000] (05/21 13:36:55.647):{0x1080} [BIPP] Send data, Tag=85
[40279] (05/21 13:36:55.647):{0x10EC} {yschang@mydomain.com} SubmitToRelaySendQ, Tag=1508302665
[40000] (05/21 13:36:55.647):{0x1080} [BIPP] Send status DATA_ACCEPTED, Tag=1508302665
[40239] (05/21 13:36:55.647):{0x10E8} {yschang@mydomain.com} Still handled by desktop
[30160] (05/21 13:36:55.647):{0x10E8} {yschang@mydomain.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40442] (05/21 13:36:55.647):{0x10E8} User settings: email=yschang@mydomain.com, routing=yschang@mydomain.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=yschang, server=UC-EXMBX02
[40000] (05/21 13:36:55.681):{0x107C} [BIPP] Received status FAILED, Tag=85
[40000] (05/21 13:38:00.645):{0x1080} [BIPP] Ping 1 sent
[40000] (05/21 13:38:00.645):{0x107C} [BIPP] PingResponse 1 received
[40000] (05/21 13:39:05.608):{0x1080} [BIPP] Ping 2 sent
[40000] (05/21 13:39:05.608):{0x107C} [BIPP] PingResponse 2 received

[YS Chang]

no more advise?

[Headbolt]

Double check your documentation, and make 100% certain you have the lastest version and follow it to the letter, getting BES working with Exchange 2007 can be a bugger first time, the permissions are very very specific and early documentation has a few errors in it.

If tracking suggests the activation E-Mail gets to the mailbox I would put money on the problem being the account the BES runs as not having correct permissions over the mailboxes.

[YS Chang]

Thanks Headbolt for reply.

Yes, Activation mail get to user mailbox, i would be doubt permissions if BESAdmin couldn't dispatch the activatio mail.
but activation mail is dispatched by BESAdmin and BESAdmin take the mail away and no reponse.

I don't know what the problem is.

any clue for this situation?
I called RIM customer center but i failed to talk to engineer even though i had been waiting for 2hr and 40mins.

[gibson_hg]

Permissions can still be an issue, it's not the BESAdmin that sends the activation email, it's the BB essentially. But seeing as the email is being picked up from the mailbox I doubt it's permissions.

Also, your logs show this:

[40239] (05/21 13:36:55.647):{0x10E8} {yschang@mydomain.com} Still handled by desktop

This means that you probably installed the Desktop Redirector and now the Redirector info is still in the mailbox making the BES think that the Redirector should be handhling everything.

Try, removing yourself from ther BES, clear the info from your mailbox, readd and try again.

If you continue to see that Still Handled by Desktop I would try to get my hands on DBClean.exe to completely clear the kmailbox of all BB info. That seems to be your issue at this point.

Let us know what you find.

[gibson_hg]

Also, reinstall DTM with the BES option. Just to make sure it won't cause any more problems.

[YS Chang]

Thank for you quick reply,
How to confirm desktop redirector and DTM installed on BES server?
I didn't install them on BES server and even my laptop.

when i go to "All Programs -> BlackBerry Enterprise Server ", the software i can find are
1. BlackBerry Manager
2. BlackBerry Server Configuration
3. Edit MAPI Profile
4. Legacy BlackBerry Manager MMC Snap-in

I want to active my phone thru air of carrier, not thru desktop.

Thanks

[tbeaver]

Does nobody have a resolution for this? I wiped a blackberry that was previously on BES while trying out a policy and we are unable to activate it. It just sits for several minutes and fails. (Exchange 2003)

[gibson_hg]

As I stated before, Still Handled by Desktop means that there is BB information in the users mailbox that is making the BES think that anothe service should be handling the request. Seeing as Desktop Redirector is the only other service that can do this, it's usually the culprit.

Desktop Redictor would be on a workstatio and NOT the BES.

Check the users workstation. Uninstall DTM and reinstall with either the BIS or BES option. Or just uninstall it completely.

Then remove the user from the BES, readd, wipe the BB and reactivate.

If you can get your hands on DBClean use that to ensure that the mailbox is actually cleared of BB info.

Another option is to use MFC MAPI from Microsoft, here is RIM's KB on how to use it. The only difference is when you open the mailbox you will see a folder called BBHandheldInfo. Delete it to clear any BB info in the mailbox, but becareful when using this program. Delete the wrong folder and you will Fubar their mailbox.

[tbeaver]

No offense, but exactly what log file do you need? I see 13 text files, one of which is 7mb+ in size. Also, maybe my problem is different?

More details:
* The user NEVER users her desktop to sync the device, no one has desktop manager installed at all.
* The only RIM applications installed on the server are: Blackberry Desktop Software 4.2.2 and Blackberry Professional Software for Microsoft Exchange. Other than that, some patches, sp2 is installed, office...
* We are currently on Exchange 2003

I enable the policy on this one account that would cause the device to wipe all data if a password was entered incorrectly three times. We tried it and the test was successful. What I did is right clicked on the user under the "users" tab and selected "Generate and email activation". The user received the email, forwarded it to me and I attempted to reactivate it. Then, I received YS Chang's problem:
"the account status is Initializing.
the device displays a status of Activatingxxx8230;
and finally failed to activate."

Are we talking about different things here?

[gibson_hg]

The log file to look in is MAGT, look around the time the activation failed. Look for the users email address.

You listed BlackBerry Desktop Software, that is DTM. You don't need it on the BES.

If you received Activation failed there will be something in the MAGT log stating why.

Check there, I would try removing the user and then use MFC MAPI to see if the BlackBerryHandheldInfo folder still exists. If so, delete it.

[tbeaver]

* Desktop Manager has been uninstalled

Actually, what the device is saying this time is, "The server is not responding"

The only parts of the log with the email address around the time of this failure this time is:

[40702] (06/20 14:01:26.406):{0x167C} {user@company.com} Starting message rescan
[40703] (06/20 14:01:26.406):{0x167C} {user@company.com} Message rescan completed
[30247] (06/20 14:01:29.453):{0x1348} Server stats - Msgs: Forwarded 277858, Sent 2674, Pending 1468, Expired 112, Filtered 7254

and

[40423] (06/20 14:08:10.406):{0x132C} {user@company.com} Queuing new mail through notification (external, busy). EntryId=1639292
[40405] (06/20 14:08:10.406):{0x132C} {user@company.com} MAPIMailbox::HandleObjectModifiedNotification - OpenEntry (0x8004010f) failed
[40724] (06/20 14:08:10.406):{0x154C} {user@company.com} Get record key for this MAPI object, EntryId=1639292
[40405] (06/20 14:08:10.421):{0x154C} {user@company.com} MAPIMailbox::OpenMessage - OpenEntry (0x8004010f) failed
[40725] (06/20 14:08:10.421):{0x154C} {user@company.com} Unable to get record key for this MAPI object, EntryId=1639292

[gibson_hg]

Was the user removed from the BES? The log lines don't indicate that that was done. You are alos gettting the MAPI error 8004010f, here is RIM's KB on that:

BlackBerry Search Results

If the activation time outs, the watch the users mailbox for the activation email. Are they arriving? If not, check for the user and server side rules/filters. If they are arriving ensure that they are not modified.

[tbeaver]

One thing we tried initially with this error is deleting the user from BES and readding via the add user wizzard. That occured over a few hours ago.

The MAPI error seems a bit complicated.

If the activation time outs, the watch the users mailbox for the activation email. Are they arriving? If not, check for the user and server side rules/filters. If they are arriving ensure that they are not modified.

So what you are telling me is, that while it is sitting here trying to activate, it sends a second email to the user?

[gibson_hg]

What I am wondering is if the user receives the network@etp message in their Inbox in Outlook at the start of the activation and if it disappears. Then what does it show on the screen before the error pops up.

This helps when troubleshooting activation issues. Knowing exactly what is happening and where it fails.

When you start the activation this is what hapens:

- User enters EA credntials (email and password) and starts the EA
- The BB displays Activating <users email>....
- While that is displaying an email is sent to the users Inbox on Exchange in
the form of with a hash in the
body
- Once the email is pcked up by the BES it disappears and the password entered on the BB is compared to the BES
- When that is successful the BB displays Verifying Encryption, this is where the Encryption key is set
- When that is ok the shows Encryption Verified.... Waiting for Services
- At this point the IT Policy and Service Books are sent
- When they are received the shows Synchronizing.... with all the itmes listed

At what point in that process does the EA fail?

[tbeaver]

I tried re-activating my own bb.

While that is displaying an email is sent to the users Inbox on Exchange in
the form of
with a hash in the body

I never receive that email. So I am assuming the MAPI issue is the cause.