Blackberry Enterprise Activation Troubleshooting Guide
Issues
Activation is blocked on: Activating name.surname@domain.tld
An error message is asking you to contact your administrator
Questions to answer in order for it to work
Are the Blackberry services activated on the SIM Card?
This involves contacting the TelCo. Usually, only the mobile phone number is required to proceed.
One hint that could make you thinks it’s not activated is when the network type (on the top-right corner) is showing “edge” (lower case). If EDGE or 3G is showed, it should be fine.
Is there any rule in Outlook that could move e-mails from the Inbox?
During activation process, an encryption key is stored in the mailbox Inbox folder by the BES. Then the device is supposed to read it, use it and delete it.
If there is any rule that could move this e-mail into another folder, the device will not be able to retrieve the encryption key.
Is the clock correctly configured?
Make sure that the clock is set properly.
If the device didn’t ask you do to so when started, follow those steps:
Open the menu
Go to Options / Date and Time
Select Blackberry on Date/Time source
Select the right Time Zone (eg: for Lausanne select Amsterdam Berlin (GTM+1))
Enter the current time on Time
Open the contextual menu and select Save
Are you able to browse the web?
If you can’t browse the web you won’t be able to activate the device. Simply open the browser and check if you can access your favorite website.
In case you can’t, follow those steps:
Open the menu
Go to Options / Advanced Options / Host Routing Table
You should be able to see different entries in here
Open the contextual menu on the bold line (usually the first one) and select Register Now
Try to browse again
Was the device wiped before activation?
This is required to stand the same ground with all partners involved. To make sure that no settings could interfere with the activation process.
Make sure you’ve made a backup of the device information before.
Was the Blackberry Enterprise Server account password reset?
The activation process is usually only valid for two days. After that, it has to be done again.
Was the Blackberry Enterprise Server account re-created?
It has been proved that deleting the account from the Blackberry server and creating it again could help.