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Old 11-28-2012, 06:45 AM   #1 (permalink)
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Default Enterprise activation fails with one specific user

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Hi,

I am facing a really strange issue with 1 user in my organization. I am trying to activate his account on BES server but the enterprise activation just does not progess and says "Contacting server" and finally gives the error "The Blackberry Enterprise server has not responded to your activation request. An error may have occured".
I though maybe problem with SIM provisioning or device, so i added 2 different users and all users working fine after activation. And all other existing users on server working fine. Only problem with this one user.

Strangley the logs does not show any specific error. Below are logs related to the user.

{user1@sabic.com} New user added to the server - setting pending fields to this server's settings
[50094] (11/28 13:40:46.166):{0x1F90} [AUDIT] [email address] - User added to the BES
[40239] (11/28 13:40:46.166):{0x1F90} {user1@sabic.com} Still handled by desktop
[30160] (11/28 13:40:46.510):{0x1F90} {user1@sabic.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40188] (11/28 13:40:46.525):{0x1F90} {user1@sabic.com} Conflict resolution set to DESKTOP WINS
[41079] (11/28 13:40:46.525):{0x1F90} {user1@sabic.com} PagerImp::SaveChanges: changed items = 23, 24, 42, 44, 51, 52, 59, 89, 95 Size = 64
[40442] (11/28 13:40:46.822):{0x1F90} User settings: email=user1@sabic.com, routing=user1@sabic.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=22663, server=SS-RHQ-MSGCL2-1 (session : 0x04705670), pending=0
[40367] (11/28 13:40:46.822):{0x1F90} {user1@sabic.com} User Stats - Msgs: Latency 0s, Sent/Min 0, Received/Min 0
[40702] (11/28 13:40:46.822):{0x1F84} {user1@sabic.com} Starting message rescan due to user start
[40703] (11/28 13:40:46.822):{0x1F84} {user1@sabic.com} Message rescan completed
[30000] (11/28 13:40:46.885):{0x1DCC} {user1@sabic.com} Sending data to Dispatcher, size=113, Tag=2543297
[40000] (11/28 13:40:46.885):{0x1DCC} {user1@sabic.com} SendToDispatcher, Tag=2543297
[40000] (11/28 13:40:46.885):{0x17E0} [BIPP] Send data, Tag=2543297
[40000] (11/28 13:40:46.885):{0x17E8} [BIPP] Received status DELIVERED, Tag=2543297
[40000] (11/28 13:40:46.900):{0x17E8} [BIPP] Received datagram, Tag=8315030
[40000] (11/28 13:40:46.900):{0x17E8} [BIPP] Received datagram, Tag=8315031
[40845] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} SetPIMState - Registering for PIM synchronization (bState=1, bRet=1)
[30416] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} Established session with PIM Connector
[40799] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} Processed request from PIM Connector: cmd=0x5, Tag=8315030
[40279] (11/28 13:40:47.353):{0x1FB0} {user1@sabic.com} SubmitToRelaySendQ, Tag=8315030
[40000] (11/28 13:40:47.353):{0x17E0} [BIPP] Send status DATA_ACCEPTED, Tag=8315030
[40239] (11/28 13:40:47.353):{0x1DD0} {user1@sabic.com} Still handled by desktop
[30160] (11/28 13:40:47.353):{0x1DD0} {user1@sabic.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[41079] (11/28 13:40:47.369):{0x1DD0} {user1@sabic.com} PagerImp::SaveChanges: changed items = 96, 97, 100, 101 Size = 0
[40442] (11/28 13:40:47.369):{0x1DD0} User settings: email=user1@sabic.com, routing=user1@sabic.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=22663, server=SS-RHQ-MSGCL2-1 (session : 0x04705670), pending=0
[40239] (11/28 13:40:47.369):{0x1F8C} {user1@sabic.com} Still handled by desktop
[30160] (11/28 13:40:47.369):{0x1F8C} {user1@sabic.com} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40442] (11/28 13:40:47.369):{0x1F8C} User settings: email=user1@sabic.com, routing=user1@sabic.com, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=22663, server=SS-RHQ-MSGCL2-1 (session : 0x04705670), pending=0
[30315] (11/28 13:40:47.369):{0x1FA0} {user1@sabic.com} Sending data to PIM Connector, size=298
[40279] (11/28 13:40:47.369):{0x1FA0} {user1@sabic.com} SubmitToRelaySendQ, Tag=2543298
[40793] (11/28 13:40:47.369):{0x1FA0} {user1@sabic.com} GetConfig request sent to the PIM Connector. Target=GetConfig
[40000] (11/28 13:40:47.369):{0x17E0} [BIPP] Send data, Tag=2543298
[40000] (11/28 13:40:47.385):{0x17E8} [BIPP] Received status DELIVERED, Tag=2543298
[30384] (11/28 13:40:47.385):{0x1F94} {user1@sabic.com} Packet has been delivered to PIM Connector, Tag=2543298
[40000] (11/28 13:40:47.385):{0x17E8} [BIPP] Received datagram, Tag=8315032
[30418] (11/28 13:40:47.400):{0x1FA4} {nuser1@sabic.com} Updated PIM config
[40799] (11/28 13:40:47.400):{0x1FA4} {user1@sabic.com} Processed request from PIM Connector: cmd=0x5, Tag=8315032
[40279] (11/28 13:40:47.400):{0x1FA4} {user1@sabic.com} SubmitToRelaySendQ, Tag=8315032


PLease help. Appreciate your prompt response. Thank you very much.
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Old 11-28-2012, 06:50 AM   #2 (permalink)
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Default Re: Enterprise activation fails with one specific user

I referred below article but no success as user does not have desktop manager installed on his pc.

KB00789-ETP message is picked up by the server but no activity takes place on the BlackBerry smartphone and the Activation times out
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Old 11-28-2012, 08:45 AM   #3 (permalink)
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Default Re: Enterprise activation fails with one specific user

working on it here
Re: Enterprise activation fails with one specific ... - BlackBerry Support Community Forums
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Old 11-30-2012, 12:16 AM   #4 (permalink)
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Default Re: Enterprise activation fails with one specific user

Hi,

Network@etp were filtered by the SPAM. Follow RIM KB Article 28414.

Thanks

Last edited by adminragz : 11-30-2012 at 12:19 AM.
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Old 11-30-2012, 01:30 AM   #5 (permalink)
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Default Re: Enterprise activation fails with one specific user

is it possible, that this user was activated previously on a BES which also is or was in your domain ?
if yes, delete the user from the BES, including all exchange related information.
on the Blackberry, perform a security erease.
Then try again to activate the Handheld.
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Old 11-30-2012, 09:55 AM   #6 (permalink)
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Default Re: Enterprise activation fails with one specific user

No, he is completely a new user. Never added previously. Previously if i had such activation issues, logs were really helpful. this time strangely logs are not pointing towards any error message :(
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Old 11-30-2012, 07:53 PM   #7 (permalink)
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Default Re: Enterprise activation fails with one specific user

I dont know, what you previously have done to resolve the problem...

Make sure, the user has not enabled forwarding mail to another address (even in copy).

First, I would check if the server and the mailbox recevies the etp.dat file. This can be easily be done by either examining the message tracking logs of the server. Or, as an alternative, shutdown the BES for a few minutes, and, try an activation. The etp.dat should then appear in the mailbox of the user.

If the etp.dat arrives in the mailbox, delete it, make a new try, but try this handheld with a different user, or, try a different blackberry with this user.

If the problem is the user (even, if he never had a Blackberry enabled mailbox), try to delete the user from the BES including all exchange related data, security erase the handheld (wait a little, or confirm that this really happend), and try again.
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Old 12-01-2012, 02:33 AM   #8 (permalink)
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Default Re: Enterprise activation fails with one specific user

I tried all above things, but still no luck :(
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Old 12-01-2012, 05:39 AM   #9 (permalink)
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Default Re: Enterprise activation fails with one specific user

are your able to open the users mailbox if you go to some pc using the bes admin account ?
If you login as the besadmin account, create a new mapi profile with this username. Then, open outlook. Can you send and receive messages for this user ?
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Old 12-02-2012, 06:55 AM   #10 (permalink)
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Default Re: Enterprise activation fails with one specific user

I feel the issue is with the alias name or the LegacyExchangeDn. PLease advise what can be done. We even got the LegacyExchangeDn modified because it was not taking the alias name but still when trying to add the user, it is taking old path.

There is no issue of service account permissions for the affected user.
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Old 12-02-2012, 03:14 PM   #11 (permalink)
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Default Re: Enterprise activation fails with one specific user

There is an article about this in the blackberry kb: KB16459-BlackBerry smartphone users are unable to send and receive email messages after their Legacy Exchange Distinguished Name attributes were manually changed but, the example log does look different then yours.
Have your changed the LegacyExchangeDN after the problem appeared ? If yes, maybe revert to the original setting, unless you migrated from Exchange 2003 to 2010, and did not move the public folders prior to uninstalling exchange 2003.

Does it make a difference when you want to add the user to the BES you choose "add user from company" directory instead of just clicking on the user ?

Beside this, I dont have any in depth knowlege what to do if there is really a problem with the LegacyExchangeDN, if it is not becaus of a incomplete migration from 2003.
There is always the option to backup the mailbox to a pst file, delete the user, create a new user and upload the pst to the mailbox. This should fix the problem most likely.
The only drawback with this method might be, that the user is probably not able to reply to old emails or old appointment invites.

Last edited by nobody7290 : 12-02-2012 at 03:18 PM.
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Old 12-03-2012, 05:35 AM   #12 (permalink)
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Default Re: Enterprise activation fails with one specific user

Thanks for your support guyz. I wanted to inform you that the problem is now Resolved. WE had to Recreate his mailbox and once the replication was complete, the BES server was able to activate the user Finally after so much of troubleshootings.
I guess the issue was with the legacyExchangeDN as it was not in the proper format maybe because it was not properly migrated from Exchange 2003 to 2007. Even after modifying LegacyExchangeDN, nothing helped. So the final conclusion was to delete and recreate the mailbox only.
Thanks again.
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