Issue activating a Blackberry

R

Red Squirrel

[H]F Junkie
Joined
Nov 29, 2009
Messages
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Anyone here an expert with BES servers? I am trying to activate a blackberry, and i get "an error occured. Contact your System Administrator." The blackberry was previously on the bes under another account, I wiped it, deleted that account and want to put it under another account. It's that one particular account taht wont work. If I try to activate it with a test account I made, then no problem. I tried deleting the bb account and recreating several times, no go. I'm almost ready to recreate the AD account but that is a huge can of worms as it tends to break lot of stuff.
 
So you deleted the account on the BES and wiped the handheld? Still didnt work, so you tried another account you created on the phone and it worked. Did you wipe it after the test account? Since the test account works it sounds like the Enterprise Plan on the phone is working correctly. Do you have full data coverage? After the next wipe try a battery pull, recreate the account. Are you setting a password or generating it?
 
I used to have a BES server until everyone went to iPhones. :mad: When I ran across your problem it was typically because everything had not completly replicated to AD. Sometimes BES was slow to make the updates.

Make sure the account/phone is deleted out of BES and wipe the phone again. Wait a bit then try to re add.
 
How long does it take for the blackberry to say "an error occured"? Right away or after like 10 or so mins? and if you check the event logs, do you get a warning about user not started?
 
I had a similar issue last week where the user's outlook junk email settings were set to "Safe Lists Only" and it was not allowing the activation email to hit the users account. The email I am referring to is the one with the etp.dat attachment that comes from the blackberry.net domain to the user's email.
 
I do get lot of stuff like this in the event logs:

Event Type: Warning
Event Source: BlackBerry Dispatcher BES1
Event Category: None
Event ID: 20000
Date: 25/03/2011
Time: 1:23:38 PM
User: N/A
Computer: BES
Description:
{account name} Old OTAKEYGEN packet is cancelled, Tag=2510723

I also have another event saying it did activate, which it did not. Actually, a lot of events, from all the attempts.

I will try deleting the user again and then waiting.


Also the error comes after about 5 seconds. I see a few lines, don't have time to read, then the error pops up (hiding the info). It definitely looks like it is communicating with the tower and to the bes.
 
Good news is the BES is talking to the mail server as it picks up the EA message from the mailbox.
So bes - tower - hh communication is good.

Bad news is the BES think that that the mailbox already has a handheld activated to it, and its not expecting the EA email.

rim KB http://www.blackberry.com/btsc/KB18726 might help you out...

Most times its some sort of exchange side forwarding rule... or you have another bes that you don't know about.
 
Hmmm both 1 and 2 are potential possibilities. But, what exactly determines "the user"? This is an account that is shared by a bunch of people, it is mapped in their outlook. So if any of those users have the BB software installed on their computer it wont work?
 
Is the account name in the error message name the person we are trying to ea, or something else?

{account name} Old OTAKEYGEN packet is cancelled, Tag=2510723

If its something else then I would say its a forwarding rule. Possibility 2 only happens for primary account on outlook, not the delegated accounts. IE if Bob has his mail and the support email added to his outlook account
 
Got it! So it was in fact a forward. Thanks for the help, I would have never even thought of checking that.

Now I just hope it will work when I re-add the forward...
 
Will work fine with the forward. the only reason it buggers it up during EA is when you click the "activate" button on the handheld, the handheld sends an email from [email protected] to that address with its pin and activation password and some other crap. Because the BES is always looking for that email in any mailbox that has an account it will pick it up and process it, then go WTF this is not what I'm looking for / I have already seen this ETP message and then stop the ea process.
 
Ah cool, never knew about that email that happened in the background. So far it's working well and the user will come pick it up soon, so all is well.
 
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