Enterprise Activation. The server is not responding.

[sadams@bigrocksports.com]

I setup a test user in BES Manager and on a Blackberry device a few weeks ago with no problems. The activation worked and the emails synced onto the device.

I need to setup a different user on the same Blackberry. I restored the Blackberry back to factory defaults and deleted the old user from BES Manager.

I added the new user and set the activation password in BES Manager. The new user received activation password in his email. Then, I went on the Blackberry device and keyed in email address and activation password. Activating "mstout@bigrocksports.com" stays on the screen for about an hour. Every 20 minutes, the user's internal mailbox gets a message from the blackberry domain RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2 stating "This message is used to carry data between the BlackBerry handheld and an associated server. Please do not delete, move or respond to this message - it will be processed by the server."

After about an hour, the phone returns:
Enterprise Activation. The server is not responding. Please contact your System Administrator.

I have tried this several times, rebooted the BES server, deleted the user from BES Manager and re-added, etc. I cannot tell where and why the activation is failing. The only thing in the BES Manager that looks suspect is under the user account:
IT Policy Name: Default
IT Policy Status: Pending
IT Policy Status Message: Processing Stopped: Invalid PIN

I need to get this phone to the new user today and would appreciate any guidance.

Shannon

[y@w]

Hi Shannon,

Just do what the message says and contact your system admin.. Oh wait

Anything of interest in the Event viewer or alert logs for that user?

That error saying invalid PIN just means that the user doesn't have a PIN associated with it yet. http://www.blackberryforums.com/bes-...valid-pin.html

[sadams@bigrocksports.com]

There is nothing in the event viewer on the BES server that stands out. Where do I find the alert logs for the user? Thanks for the help.

[sadams@bigrocksports.com]

To add to this:

The user has over 100 unread messages in his inbox. Do they need to be cleared out? Also, he receives about three messages from the blackberry domain when the phone is trying to activate stating ""This message is used to carry data between the BlackBerry handheld and an associated server. Please do not delete, move or respond to this message - it will be processed by the server." However, the messages stay in his inbox. After the activation finally fails, I delete them from his inbox.

I had configured a previous user on this phone and it worked fine. I wiped the phone clean, deleted the old user from the BES Manager, and added this new user. So, I know it should work with the current setup.

Thanks for the help and any suggestions.

[sadams@bigrocksports.com]

This is from the Blackberry forums:

"
This is indicative of a permissions problem. Sounds like the BES service account doesn't have the proper permissions for this user's mailbox.

Run through this KB article and confirm that you have everything set properly. (Assuming this is an Exchange environment, which I don't think you've confirmed for us yet.) BlackBerry Search Results
"

How do I explain what environment I am on? Exchange clone? They won't know what Zimbra is.

Thanks for any help.

[y@w]

Yeah, I'd just tell them you're using Zimbra.. They may stop helping, but at least they won't cause damage.

The alert logs are at: c:\program files\research in motion\logs\<date>\

[sadams@bigrocksports.com]

I checked the BES alert logs and here is a section that could be my problem. I need help translating it, though:

BESSERVER_MAGT_01_20081003_0001.txt

[30181] (10/03 21:47:18.234):{0xCFC} Performing system health check (BlackBerry Mailbox Agent 1 - BESX Version 4.1.4.40)
[40360] (10/03 21:47:18.234):{0xCFC} [BIPPa] Health: QSize=0, intMap=0
[40000] (10/03 21:47:54.609):{0xE60} [BIPP] Ping 229 sent
[40000] (10/03 21:47:54.609):{0xE5C} [BIPP] PingResponse 229 received
[45009] (10/03 21:48:42.562):{0xE68} More cache hit rate: 0.0%, requests: 0, adds: 0, size: 0.0/10.0 Mb
[45014] (10/03 21:48:42.562):{0xE68} ExtMore cache hit rate: 0.0%, requests: 0, adds: 0, size: 0/20000
[40000] (10/03 21:48:54.609):{0xE60} [BIPP] Ping 230 sent
[40000] (10/03 21:48:54.609):{0xE5C} [BIPP] PingResponse 230 received
[40239] (10/03 21:49:53.984):{0x1124} {mstout@bigrocksports.com} Still handled by desktop
[30160] (10/03 21:49:53.984):{0x1124} {mstout@bigrocksports.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user.
[40371] (10/03 21:49:53.984):{0x1124} {mstout@bigrocksports.com} UserControl::HandleDatabaseChange - CalSyncState is empty
[40442] (10/03 21:49:53.984):{0x1124} User settings: email=mstout@bigrocksports.com, routing=mstout@bigrocksports.com, service=, device=, calendar=0, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=mstout@bigrocksports.com, server=10.9.10.205
[40000] (10/03 21:49:54.609):{0xE60} [BIPP] Ping 231 sent
[40000] (10/03 21:49:54.609):{0xE5C} [BIPP] PingResponse 231 received
[40000] (10/03 21:50:54.609):{0xE60} [BIPP] Ping 232 sent
[40000] (10/03 21:50:54.609):{0xE5C} [BIPP] PingResponse 232 received
[40000] (10/03 21:51:54.609):{0xE60} [BIPP] Ping 233 sent
[40000] (10/03 21:51:54.609):{0xE5C} [BIPP] PingResponse 233 received
[40000] (10/03 21:52:54.609):{0xE60} [BIPP] Ping 234 sent
[40000] (10/03 21:52:54.609):{0xE5C} [BIPP] PingResponse 234 received
[40000] (10/03 21:53:54.609):{0xE60} [BIPP] Ping 235 sent
[40000] (10/03 21:53:54.609):{0xE5C} [BIPP] PingResponse 235 received
[40000] (10/03 21:54:54.609):{0xE60} [BIPP] Ping 236 sent
[40000] (10/03 21:54:54.609):{0xE5C} [BIPP] PingResponse 236 received
[40702] (10/03 21:55:20.359):{0x1124} {mstout@bigrocksports.com} Starting message rescan
[40703] (10/03 21:55:20.359):{0x1124} {mstout@bigrocksports.com} Message rescan completed
[40000] (10/03 21:55:54.609):{0xE60} [BIPP] Ping 237 sent
[40000] (10/03 21:55:54.609):{0xE5C} [BIPP] PingResponse 237 received
[40000] (10/03 21:56:54.609):{0xE60} [BIPP] Ping 238 sent
[40000] (10/03 21:56:54.609):{0xE5C} [BIPP] PingResponse 238 received
[30181] (10/03 21:57:18.234):{0xCFC} Performing system health check (BlackBerry Mailbox Agent 1 - BESX Version 4.1.4.40)
[40360] (10/03 21:57:18.234):{0xCFC} [BIPPa] Health: QSize=0, intMap=0

It looks like there is a problem with the PIN on the phone go to the BES software? Is that what it is saying? I made sure that the BES Manager software was closed when I last tried activating the user.

Thanks for any help. This is driving me nuts!!!

[Goonsniper]

I'm having the same issue with a new BES install. Did anyone find out the cause of this?

Thanks

[Goonsniper]

Hi

I managed to get this working the other day and I'm not really sure where the problem is. However, it seems to be quite unreliable (BES) and I have to stop and restart the services manually to restore functionality.

Here's some tips that might help others....

in \Program Files\Research In Motion\BlackBerry Enterprise Server\Utility there's a tool called IEMStest.exe. Running this you should be able to select the Blackberry profiles you created in the ZCB instructions and see your GAL and test that you can read users mailboxes. I lose this functionality every so often and have to restart the services etc until this works again.

Hope this helps

[y@w]

Originally Posted by Goonsniper

Hi

I managed to get this working the other day and I'm not really sure where the problem is. However, it seems to be quite unreliable (BES) and I have to stop and restart the services manually to restore functionality.

Here's some tips that might help others....

in \Program Files\Research In Motion\BlackBerry Enterprise Server\Utility there's a tool called IEMStest.exe. Running this you should be able to select the Blackberry profiles you created in the ZCB instructions and see your GAL and test that you can read users mailboxes. I lose this functionality every so often and have to restart the services etc until this works again.

Hope this helps

Hmm.. so if syncing to the devices is functioning, this tool works, but if syncing stops functioning the tools stops? We've been struggling with a way to monitor the service and this could be the ticket if that's how this works.

Thanks for posting.