Fix My Berry

The following lists knowledge base articles that discuss errors that can occur during the wireless enterprise activation process:

Enterprise activation stage – Activation

• The BlackBerry smartphone generates an ETP.DAT message and sends it over the wireless network to the BlackBerry smartphone user’s mailbox:
  • BlackBerry smartphone displays ‘An error has occurred.  Please contact your administrator’
  • BlackBerry smartphone continually shows Activating or Retrying during the enterprise activation process
  • BlackBerry Enterprise Server is not responding or an error has occurred
• Enterprise activation process stops at Activating or Retrying status:
  • Enterprise activation process stops responding at Activating stage
  • Enterprise activation process stops at Activating or Retrying status
• User not started error:
  • Open Database(s) failed. User not started
  • User <BlackBerry_smartphone_user_name> not started

Enterprise activation stage – Verifying encryption

• The BlackBerry Messaging Agent generates a new permanent encryption key and sends it to the BlackBerry smartphone:
  • Activation error: Contact Service Administrator

Enterprise activation stage – Receiving services 

• The BlackBerry Policy Service receives a request to generate service books and then sends an IT policy update to the BlackBerry smartphone:
  • IT Policy Rejected
• Enterprise activation process stops at Waiting for services status:
  • Wireless enterprise activation stops responding
  • BlackBerry smartphone stops responding at Waiting for Services stage
  • Please Contact Your System Administrator error appears during enterprise activation process
  • Enterprise activation process stops responding
  • Enterprise activation process stops responding at Waiting for Services

Enterprise activation stage – Slow Synchronization

• The BlackBerry smartphone can now send and receive messages. If wireless organizer data synchronization and wireless backup are configured, the appropriate organizer data is sent to the BlackBerry smartphone:
  • Enterprise activation process stops at 0% of the slow synchronization process
• Slow synchronization process stops responding at Initializing stage:
  • Slow synchronization process does not start
• Enterprise activation process stops during slow synchronization stage:
  • Enterprise activation process stops during the slow synchronization process

Links are directed to the BlackBerry Technical Solution Center

Often times, when an issues arises, the hardest part about troubleshooting is to know where to start looking.

The following chart will break down where we should be looking when a certain issue occurs. Hopefully it helps.