[obay]

Hello Everyone,

I’m trying to activate my BlackBerry Curve 9360 with my newly installed BlackBerry Enterprise Server version 5.0.3 on a Microsoft Exchange 2010 mail server.

No matter what I do, I keep seeing the message “Contacting Server…” on my device which after few minutes times out and say “The BlackBerry Enterprise Server has not responded to your activation request. An error may have occurred”. On the BES side I also find the error “Received status FAILED”.

I finished the BES setup and made sure the BES is able to connect to the BlackBerry Infrastructure correctly by running the bbsrptest command.

• I called the GSM provider *multiple* times to confirm I have the correct BlackBerry plan which they say I do (Unlimited national BlackBerry service). This package lists the following: Unlimited data usage within the UAE (up to 10 email accounts, browsing, social networking, BBM and other instant messaging platforms, App World).
• When I check the BlackBerry Expert Support Center and run the “Enterprise Activation Readiness”, I get an error message saying “Error: Provisioning not valid”. How accurate is this test?
• I can see “Enterprise Activation” on my BB setup screen which wasn’t there when I didn’t have the same plan I do now.
• I wiped out the blackberry device multiple times and tried to activate again with no luck
• I deleted the account from BES & recreated it multiple times with no luck
• I made sure to use an activation password that is longer than 4 characters (5)
• When I check the Microsoft Edge 2010 logs in (C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\Logs\20120206 \MSGTRK20120206-1.txt), I see the email from (network_at_etp2104.etp.eu.blackberry.net) is being delivered and email back from my email account is being sent in reply and all is delivered OK
• When I check the filtering log in my Microsoft Edge 2010 (C:\Program Files\Microsoft\Exchange Server\V14\TransportRoles\Logs\AgentLog\AgentLog20 120206-1.txt) I see the message is being accepted because I have disabled content filtering all together (after having issues with the ETP.DAT messages being delivered to the Junk Mail folder). I can see Content Filter Agent / OnEndOfData / AcceptMessage / SCL / not available: policy is disabled.
• I’m unable to activate my BB with an email account on Rackspace hosted Exchange with BlackBerry support. I get the same behavior. This is a different server in a different country (USA) that completely has nothing to do with my own setup but I thought it's an important note to add as it supports the assumption the problem is at the GSM provider side which they keep denying.

The only error message I can find is when I check my BES logs at (C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\Logs\20120206\BESServer_MAGT_01-20120206_0001.txt). The error message is “[40000] (02/06 07:14:23.307):{0x1730} [BIPP] Received status FAILED, Tag=350”. It’s the last line in the following log:


[30000] (02/06 07:14:22.726):{0x1E18} {username_at_domain.tld} Sending data to Dispatcher, size=97, Tag=348
[40000] (02/06 07:14:22.726):{0x1E18} {username_at_domain.tld} SendToDispatcher, Tag=348
[40000] (02/06 07:14:22.726):{0x1734} [BIPP] Send data, Tag=348
[40000] (02/06 07:14:22.727):{0x1730} [BIPP] Received status DELIVERED, Tag=348
[40000] (02/06 07:14:22.728):{0x1730} [BIPP] Received datagram, Tag=273
[40000] (02/06 07:14:22.728):{0x1730} [BIPP] Received datagram, Tag=274
[40845] (02/06 07:14:22.755):{0xBD0} {username_at_domain.tld} SetPIMState - Registering for PIM synchronization (bState=1, bRet=1)
[30416] (02/06 07:14:22.755):{0xBD0} {username_at_domain.tld} Established session with PIM Connector
[40799] (02/06 07:14:22.755):{0xBD0} {username_at_domain.tld} Processed request from PIM Connector: cmd=0x5, Tag=273
[40279] (02/06 07:14:22.755):{0xBD0} {username_at_domain.tld} SubmitToRelaySendQ, Tag=273
[40000] (02/06 07:14:22.755):{0x1734} [BIPP] Send status DATA_ACCEPTED, Tag=273
[40239] (02/06 07:14:22.760):{0x17A4} {username_at_domain.tld} Still handled by desktop
[30160] (02/06 07:14:22.760):{0x17A4} {username_at_domain.tld} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[41079] (02/06 07:14:22.761):{0x17A4} {username_at_domain.tld} PagerImp::SaveChanges: changed items = 96, 97, 100, 101 Size = 0
[40442] (02/06 07:14:22.761):{0x17A4} User settings: email=username_at_domain.tld, routing=username_at_domain.tld, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=0, dir=FirstName LastName, server=EXCSERVER (session : 0x045e0f08), pending=0
[40719] (02/06 07:14:22.768):{0x17A0} {username_at_domain.tld} GetFolderIDFromList No folder ID in list for EntryID
[40282] (02/06 07:14:22.862):{0x17A0} {username_at_domain.tld} Queuing DATA from network_at_etp2104.etp.eu.blackberry.net, Tag=921900157, EntryId=206
[30083] (02/06 07:14:23.130):{0x17A0} {username_at_domain.tld} Sent ETP::STATUS to BlackBerry system, Tag=921900157
[40700] (02/06 07:14:23.130):{0xBD0} {username_at_domain.tld} Receiving packet from device, size=504, TransactionId=-1794251831, Tag=921900157, content type=OTAKEYGEN, cmd=0x3
[40000] (02/06 07:14:23.133):{0xBD0} {username_at_domain.tld} *** OTAKEYGEN *** receiving KEY_REQUEST, transID = 2131335105
[40000] (02/06 07:14:23.133):{0xBD0} {username_at_domain.tld} *** OTAKEYGEN *** receiving ACTIVATION request, transID = 2131335105
[30000] (02/06 07:14:23.146):{0xBD0} {username_at_domain.tld} Sending data to Dispatcher, size=94, Tag=349
[40000] (02/06 07:14:23.146):{0xBD0} {username_at_domain.tld} SendToDispatcher, Tag=349
[40000] (02/06 07:14:23.146):{0x1734} [BIPP] Send data, Tag=349
[40000] (02/06 07:14:23.146):{0xBD0} {username_at_domain.tld} *** OTAKEYGEN *** Generating AES256 key
[40000] (02/06 07:14:23.147):{0x1730} [BIPP] Received status DELIVERED, Tag=349
[41079] (02/06 07:14:23.151):{0xBD0} {username_at_domain.tld} PagerImp::SaveChanges: changed items = 54, 70, 74, 85 Size = 306
[40000] (02/06 07:14:23.161):{0xBD0} {username_at_domain.tld} *** OTAKEYGEN *** sending KEY_ACCEPT transID = 2131335105
[40583] (02/06 07:14:23.162):{0xBD0} {username_at_domain.tld} Sending packet to device, Size=249, Tag=350, TransactionId=-818985645
[40279] (02/06 07:14:23.162):{0xBD0} {username_at_domain.tld} SubmitToRelaySendQ, Tag=350
[40000] (02/06 07:14:23.162):{0x1734} [BIPP] Send data, Tag=350
[40279] (02/06 07:14:23.162):{0xBD0} {username_at_domain.tld} SubmitToRelaySendQ, Tag=921900157
[40000] (02/06 07:14:23.162):{0x1734} [BIPP] Send status DATA_ACCEPTED, Tag=921900157
[30000] (02/06 07:14:23.162):{0x1E18} {username_at_domain.tld} Sending data to Dispatcher, size=371, Tag=351
[40000] (02/06 07:14:23.162):{0x1E18} {username_at_domain.tld} SendToDispatcher, Tag=351
[40000] (02/06 07:14:23.162):{0x1734} [BIPP] Send data, Tag=351
[40000] (02/06 07:14:23.162):{0x1730} [BIPP] Received status DELIVERED, Tag=351
[40239] (02/06 07:14:23.167):{0x17A4} {username_at_domain.tld} Still handled by desktop
[30160] (02/06 07:14:23.167):{0x17A4} {username_at_domain.tld} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[41079] (02/06 07:14:23.171):{0x17A4} {username_at_domain.tld} PagerImp::SaveChanges: changed items = 91 Size = 8
[40442] (02/06 07:14:23.172):{0x17A4} User settings: email=username_at_domain.tld, routing=username_at_domain.tld, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=FirstName LastName, server=EXCSERVER (session : 0x045e0f08), pending=0
[30315] (02/06 07:14:23.172):{0x1CDC} {username_at_domain.tld} Sending data to PIM Connector, size=346
[40279] (02/06 07:14:23.172):{0x1CDC} {username_at_domain.tld} SubmitToRelaySendQ, Tag=352
[40793] (02/06 07:14:23.172):{0x1CDC} {username_at_domain.tld} GetConfig request sent to the PIM Connector. Target=GetConfig
[40000] (02/06 07:14:23.172):{0x1734} [BIPP] Send data, Tag=352
[40000] (02/06 07:14:23.173):{0x1730} [BIPP] Received status DELIVERED, Tag=352
[40000] (02/06 07:14:23.176):{0x1730} [BIPP] Received datagram, Tag=275
[40239] (02/06 07:14:23.176):{0x1E18} {username_at_domain.tld} Still handled by desktop
[30160] (02/06 07:14:23.176):{0x1E18} {username_at_domain.tld} GetDeviceId() did not return a PIN, PIN currently is not set for this user
[40442] (02/06 07:14:23.177):{0x1E18} User settings: email=username_at_domain.tld, routing=username_at_domain.tld, service=, device=, calendar=1, MDS=1, userOTAFM=0, incradle=0, SMIME=0, sentItems=1, dir=FirstName LastName, server=EXCSERVER (session : 0x045e0f08), pending=0
[30384] (02/06 07:14:23.177):{0x17A4} {username_at_domain.tld} Packet has been delivered to PIM Connector, Tag=352
[30418] (02/06 07:14:23.179):{0x17A0} {username_at_domain.tld} Updated PIM config
[40799] (02/06 07:14:23.180):{0x17A0} {username_at_domain.tld} Processed request from PIM Connector: cmd=0x5, Tag=275
[40279] (02/06 07:14:23.180):{0x17A0} {username_at_domain.tld} SubmitToRelaySendQ, Tag=275
[40000] (02/06 07:14:23.180):{0x1734} [BIPP] Send status DATA_ACCEPTED, Tag=275
[40000] (02/06 07:14:23.307):{0x1730} [BIPP] Received status FAILED, Tag=350


I exhausted all options I can find to solve this problem. Any help will be greatly appreciated!

TIA,
Obay

[freakinvibe]

I called the GSM provider *multiple* times to confirm I have the correct BlackBerry plan which they say I do (Unlimited national BlackBerry service). This package lists the following: Unlimited data usage within the UAE (up to 10 email accounts, browsing, social networking, BBM and other instant messaging platforms, App World).

I guess you have the wrong plan. This sounds like the "Blackberry Internet Service" (BIS) package, which you can't use with BES. You have to order something called "Blackberry Professional". Have you explicitly stated to the provider that this is for business (BES) use?

The "ETP" message you see entering, does it immediately disappear from the user's Inbox? It should, because BES should get a hold of it to continue activation.

Also, read through this:

KB13852-Identifying and troubleshooting issues with the Enterprise Activation process

[obay]

Hello freakinvibe,

Thank you for your reply.

Originally Posted by freakinvibe

I guess you have the wrong plan. This sounds like the "Blackberry Internet Service" (BIS) package, which you can't use with BES. You have to order something called "Blackberry Professional". Have you explicitly stated to the provider that this is for business (BES) use?

Despite the fact the customer service representatives confirmed the plan I have should work with BES, I see your answer is the only way this thing is not working. Where we are (UAE) you can get a BES plan only if you have a company phone (i.e. phone line under company name with minimum 20 subscriptions). I think the customer service representatives don't know what they are talking about. I'll work on obtaining a company subscription.

Originally Posted by freakinvibe

The "ETP" message you see entering, does it immediately disappear from the user's Inbox? It should, because BES should get a hold of it to continue activation.

Yes it does.

Originally Posted by freakinvibe

Also, read through this:

KB13852-Identifying and troubleshooting issues with the Enterprise Activation process

I did spend a lot of time reading exactly this page. It's a good breakdown for what happens behind the scenes. Thanks for the link.

Obay

[knottyrope]

[40239] (02/06 07:14:23.176):{0x1E18} {username_at_domain.tld} Still handled by desktop


the above usually means that dataplan is wrong or desktop manager was installed with BIS/personal settings when doing a wired activation.

[obay]

Originally Posted by knottyrope

the above usually means that dataplan is wrong

That is probably the case... working with the client & the GSM provider to rectify it.

Originally Posted by knottyrope

desktop manager was installed with BIS/personal settings when doing a wired activation.

Didn't do any wired activation...

Obay

[knottyrope]

but did the user use desktop manager to restore info?

[obay]

Originally Posted by knottyrope

but did the user use desktop manager to restore info?

No. I didn't hand the user anything yet. And I didn't connect the phones to any PC myself.

[knottyrope]

did you test the dataplan?

It is a BESAdmin rite of passage to go through the gauntlet of correcting the right BES data plan with your carrier.


For BES dataplan testing.


Want to check if a device is provisioned correctly?
Sign up for free to the BlackBerry Expert Support Center.

https://www.blackberry.com/besc/dashboard/

Then use the Enterprise Activation Readiness tool.

All at absolutely no cost to you or your organization!

The BESC gives you a suite of valuable tools, and includes a Complimentary Support Incident should you need to contact BlackBerry Technical Support directly.

[BB-Tech support]

[*] When I check the BlackBerry Expert Support Center and run the xxx8220;Enterprise Activation Readinessxxx8221;, I get an error message saying xxx8220;Error: Provisioning not validxxx8221;. How accurate is this test?


Test is very acurate becouse blackberry data transmision is checkd at BBI on provisioning servers


If you have full BES 5.0.3 then you need enterprise data plan BES
express activation will work with regular BIS provisioning.

[obay]

Thank you for all the replies. The problem did turn out to be a data plan problem. I changed to a business plan and all is good now.

Thank you very much for all your input