Fixing a Blackberry hanging on enterprise activation

I had a blackberry today that would not receive mail from the BES server but could send. It could also send and receive PIN messages but not mail. To get the mail working I deleted the phone from the system and sent an activation request. I then obtained the password from outlook’s email and entered it into the enterprise activation window on the blackberry – this hung and never completed. I then followed the Cingular instructions on how how to complete Enterprise Activation on a RIM BlackBerry. Details in the extended entry in case the Cingular site goes offline.


Unable to Complete Enterprise Activation on a RIM BlackBerry

FACT:
BlackBerry Handheld Software version 4.1
BlackBerry Handheld Software version 4.2
BlackBerry Enterprise Server 4.0

SYMPTOM:
Unable to Complete Enterprise Activation on a RIM BlackBerry
Unable to complete Enterprise Activation wirelessly
During the initial enterprise activation, the process stops at 90%
Error: The server is not responding. Please contact your System Administrator
Error: An error has occurred. Please contact your System Administrator
The BlackBerry device does not proceed past “Activating” or “Retrying”
status during the enterprise activation process

FIX:
Prerequisites

Verify the device displays at least two bars of signal and a data attach
Verify the RIM BlackBerry is using Handheld Software version 4.0 or later
Verify the service is provisioned with a RIM BlackBerry Enterprise
data rate plan
Verify the BlackBerry Enterprise Server version is 4.0 or later
Obtain an Enterprise Activation password from the BES/IT Administrator
NOTE: The Password will become invalid after five unsuccessful
activation attempts or if the account is not activated within 48 hours
after the password is created. In both cases the BES/IT Administrator
will have to create a new password.
There are 3 resolutions for this issue.

To Resolve from the Handheld

Scroll to and select the Settings icon (to select push the trackball in).
Scroll to and select the Options icon.
Scroll to and select Advanced Options.
Scroll to and select Enterprise Activation.
Press and hold the ALT key and type +CNFG.
Scroll to and select “Wireless Sync” field.
Select No, press the Menu key and select Save.
Press and hold the ALT key and type +CNFG.
Scroll to and select “Wireless Sync” field.
Select Yes, press the Menu key and select Save
The Enterprise Activation should start again.
If the issue continues perform a master reset to wipe the handheld.
WARNING: A master reset will erase all data on the handheld. Before
proceeding, perform a backup of any personal data using the Backup and
Restore tool in BlackBerry Desktop Manager.
To Resolve at the BlackBerry Enterprise Server

Install Service Pack 4 to the BlackBerry Enterprise Server (4.0.4).
Contact BlackBerry Enterprise Server Administrator to perform the following:
Remove Blackberry user from BlackBerry Enterprise Server
Re add the Blackberry user to the BlackBerry Enterprise Server
Generate new password for BlackBerry user
To Resolve at the Computer Based E-mail Client

Verify the e-mail client mailbox is not full by sending a test e-mail
from the computer based e-mail client to the e-mail client.
If message is unsuccessful, delete unnecessary e-mails or contact your
system administrator to increase mailbox size.

NOTE:
For more information on this issue see RIM Technical Knowledge Center:
KB13852 or KB-04740.

2 thoughts on “Fixing a Blackberry hanging on enterprise activation

  1. Awesome link – thanks! I just saved it in del.icio.us. I host Blackberry Enterprise Server and have about 50 users on it. I can definitely say that the #1 cause of all my troubles are phones from AT&T/Cingular not being provisioned correctly.

    I’ve experienced hung activations many times, but re-wiping and re-activating usually clears it right up.That link would be a great resource to nail activation troubles the first time.

    Thanks, Andy!

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