[AlanM]

Last Friday was having difficulty setting up a user via Enterprise Activation. We were using the users own Blackberry (it had been wiped) and just wanted to reactivate it to his account. The BB would just sit at the waiting for services screen. We waited 20-30 minutes at one point. I verified the Rim network messages were coming through, although I didn't expect that to be a problem. The device was wiped a couple times and I removed him from the BES and readded him twice (second time I removed the BB info from the mailbox). I've included a portion of the BB Agent log for the time an enterprise activation was happening. I'm not sure what a few of the messages mean, like: "still handled by desktop" message, "ABORT_TRANSACTION", and "Invalid DeviceId". Hopefully, I captured enough of the log for it to make better sense to someone. I restarted the BES services, but it didn't help with the wireless activation.

We finally were able to set the user up using Desktop Manager, although when we tried earlier it failed as well.

Any thoughts?




30000] (04/18 14:30:47.297):{0x464} [DIAG] EVENT=Register_thread, THREADID=0x464, THREADNAME="StarterThread"
[40739] (04/18 14:30:47.312):{0xCC4} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] success for DisplayName='/o=Org/ou=OrgUnit/cn=Recipients/cn=Cname/cn=DoeJ'
[40204] (04/18 14:30:47.312):{0xCC4} MailboxManager::GetMailboxSession - Using MAPI profile 'BlackBerryServer'
[40430] (04/18 14:30:47.344):{0xCC4} {john.doe@smtp.com} MAPIMailbox::MAPIMailbox(2) - Mailbox opened on session 0x013f25e8 (FOGHORNLEGHORN)
[40153] (04/18 14:30:47.344):{0xCC4} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (04/18 14:30:47.344):{0xCC4} PMDatabase::OpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[40418] (04/18 14:30:47.359):{0xCC4} Starting thread pool for session 0x013f25e8 (FOGHORNLEGHORN) with 1 worker thread
[30000] (04/18 14:30:47.359):{0x22EC} [DIAG] EVENT=Register_thread, THREADID=0x22EC, THREADNAME="UserWorkerThread<FOGHORNLEGHORN>"
[30068] (04/18 14:30:47.359):{0xCC4} User starting up...
[30069] (04/18 14:30:47.359):{0xCC4} {john.doe@smtp.com} Mailbox name is DoeJ
[40221] (04/18 14:30:47.359):{0xCC4} {john.doe@smtp.com} In Cradle timer is 868000
[40239] (04/18 14:30:47.359):{0x22EC} {john.doe@smtp.com} Still handled by desktop
[30000] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} Sending data to Dispatcher, size=426, Tag=5289674
[40000] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} SendToDispatcher, Tag=5289674
[40000] (04/18 14:30:47.375):{0x183C} [BIPP] Send data, Tag=5289674
[40000] (04/18 14:30:47.375):{0x22EC} *** OTAKEYGEN *** sending ABORT_TRANSACTION, transID = 1452392612
[40000] (04/18 14:30:47.375):{0x10DC} [BIPP] Received status DELIVERED, Tag=5289674
[41079] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} PagerImp::SaveChanges: changed items = 70 Size = 0
[40583] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} Sending packet to device, Size=49, Tag=5289675, TransactionId=-938936601
[40279] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} SubmitToRelaySendQ, Tag=5289675
[40000] (04/18 14:30:47.375):{0x183C} [BIPP] Send data, Tag=5289675
[30434] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} OTAKeyGen: New encryption key is found, clearing the EA password
[40243] (04/18 14:30:47.375):{0x22EC} {john.doe@smtp.com} Invalid DeviceId
[40188] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} Conflict resolution set to DESKTOP WINS
[40442] (04/18 14:30:47.422):{0x22EC} User settings: email=john.doe@smtp.com, routing=john.doe@smtp.com, service=, device=, calendar=1, MDS=1, userOTAFM=63, incradle=0, SMIME=1, sentItems=1, dir=DoeJ, server=FOGHORNLEGHORN
[30000] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} Sending data to Dispatcher, size=426, Tag=5289676
[40000] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} SendToDispatcher, Tag=5289676
[40000] (04/18 14:30:47.422):{0x183C} [BIPP] Send data, Tag=5289676
[40000] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=5289674
[40000] (04/18 14:30:47.422):{0x10DC} [BIPP] Received status DELIVERED, Tag=5289676
[40239] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} Still handled by desktop
[40243] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} Invalid DeviceId
[40442] (04/18 14:30:47.422):{0x22EC} User settings: email=john.doe@smtp.com, routing=john.doe@smtp.com, service=, device=, calendar=1, MDS=1, userOTAFM=63, incradle=0, SMIME=1, sentItems=1, dir=DoeJ, server=FOGHORNLEGHORN
[40000] (04/18 14:30:47.422):{0x22EC} {john.doe@smtp.com} FindDeviceSendTransaction: transaction not found in current device send list, Tag=5289676
[30362] (04/18 14:30:47.797):{0x25EC} This agent will handle 1 user(s)
[30000] (04/18 14:30:47.797):{0x25EC} Optimize ThreadPools, total number of started users 1
[40413] (04/18 14:30:47.797):{0x25EC} Before optimization: total number of worker threads 1, where 1 non-removable
[40416] (04/18 14:30:47.797):{0x25EC} Thread pool for session 0x013f25e8 (FOGHORNLEGHORN) has 1 threads to serve 1 handhelds
[40417] (04/18 14:30:47.797):{0x25EC} After optimization: total number of worker threads 1, where 1 non-removable
[30315] (04/18 14:30:47.797):{0x25EC} {john.doe@smtp.com} Sending data to PIM Connector, size=302
[40279] (04/18 14:30:47.797):{0x25EC} {john.doe@smtp.com} SubmitToRelaySendQ, Tag=5289677
[40000] (04/18 14:30:47.797):{0x183C} [BIPP] Send data, Tag=5289677
[40793] (04/18 14:30:47.797):{0x25EC} {john.doe@smtp.com} GetConfig request sent to the PIM Connector. Target=GetConfig

[jibi]

You 100% sure his device is provisioned by the carrier correctly? Sounds like that sort of situation.

[AlanM]

Yes, should have added all that. Verified with verizon that device was set properly. Test pin to pin and phone. Even updated device *228. Odd thing about this blackberry was that it was working, then OS was updated and VZNavigator was added. In the course of all that, the blackberry was wiped and had to reactivated. Unfortunately, this device was a VIPs and he was leaving a little early on Friday afternoon to go out of town. I became involved a few hours into the process after the Tech couldn't get it to activate, so while I'm fairly confident I know the whole process, I can't say for sure. I was the one who called tier 3 support at verizon so I know the device was showing provisioned by verizon correctly.

I've had some BBs that have been stubborn using enterprise activation, but none that took this long. I spent about 3 hours working with the tech and searching the forums and elsewhere for some solution. Hopefully, this mess will speed up my organization getting T2 support added again finally (been ~3 years without it).

[gibson_hg]

If the BB still says Waiting For Services, try restarting the Policy service. The BB is awaiting the IT Policy and service books but they're not getting there.

I've seen this loads of times before, restarting the Policy service won't affect the users either.

I would:

1. Stop any current EA
2. Remove/readd the user
3. Wipe the BB
4. Restart the Policy service
5. Try the EA again

Let us know how it goes.

[penguin3107]

Sorry for the off-topic comment... but I just need to say that I love the fact that you have a server named FOGHORNLEGHORN.

[AlanM]

Originally Posted by penguin3107

Sorry for the off-topic comment... but I just need to say that I love the fact that you have a server named FOGHORNLEGHORN.

np. Continuing the off-topic for a moment. I support two domains. One have servers named after LooneyToons and the other DC and Marvel superheroes/villians.


Back to topic: Granted I only restarted the BES services once, but I did restart all of them.

[gibson_hg]

Try these:

BlackBerry Search Results

BlackBerry Search Results

BlackBerry Search Results

I did notice that the logs did show "Still Handled by Desktop", this means that this user may have setup Desktop Redirector. When the BES looks in the mailbox and sees BB info and thinks that Desktop Redirector should be handling it. This only happens when Desktop Manager is installed for Redirector and the user tries to Activate on the BES.

Typically removing/readding the user should delete the info but sometimes it doesn't happen. Remove/readd the user and click ok to remove BB Info from the mailbox and try again. If you see these lines:

[40153] (04/18 14:30:47.344):{0xCC4} PMDatabase::OpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40239] (04/18 14:30:47.359):{0x22EC} {john.doe@smtp.com} Still handled by desktop

The BB info is not being cleared and you will need to use DBClean to remove the info from the mailbox. When the info is cleared the EA should work.

Hope these help.

[Dookie]

One advise - what i always do if i'm in deep trouble - i take an old 7290 (from my drawer) and try to activate that thingy with my own simcard. If it's ok - then problem is the device/simcard, if not - i'm looking further. It saved me a lot of hassle.

In this case - i would check laptop, restart Policy, Dispatcher (maybe Controller), check the mailbox with MFCMAPI.

[AlanM]

thanks for the responses. We did try another device and were getting the same errors. Did not think of using DBClean. Nothing in my environment should have desktop redirector setup or have Desktop mgr installed that way (of course I've seen techs and users do some crazy stuff). If it happens again I'll look at running the DBClean.