An Error Occurred Please Contact Your System Administrator Blackberry Activation
error has occurred. Please contact your system administrator" appears on the BlackBerry smartphone during the enterprise activation process Article Number:000004829 First Published:August 15, 2015 Last Modified:April 12, 2016 Type:Support Environment BlackBerry Enterprise Server 4.0 to 5.0 SP4BlackBerry smartphones Back to top ↑ Overview During the enterprise activation process, the following error message appears on the screen of the BlackBerry smartphone: An error has occurred. Please contact your system administrator. Back to top ↑ Cause The following can cause this issue: Cause 1 The enterprise activation password is invalid. Cause 2 An Enterprise Service Policy is blocking the activation and the following error message appears on the BlackBerry smartphone: Your Account is not authorized for Enterprise Activation. Note: An Enterprise Service Policy allows a BlackBerry Enterprise Server administrator to control which BlackBerry smartphones are allowed service on the BlackBerry Enterprise Server. For more information on the Enterprise Service Policy, see Article 4861. In the BlackBerry Messaging Agent log, the following log lines appear: [40000] (05/19 15:28:52.397):{0xE24} {ABC@123.com } *** OTAKEYGEN *** sending KEY_ACCEPT transID = 220239464 [35006] (05/19 15:28:52.397):{0xE24} {ABC@123.com } Sending ESP_AUTH_ACTIVATION_REQ command to Dispatcher, PIN=1234ABCD [30000] (05/19 15:28:52.397):{0xE24} {ABC@123.com } Sending data to Dispatcher, size=303, Tag=50 [40000] (05/19 15:28:52.397):{0xE24} {ABC@123.com } SendToDispatcher, Tag=50 [40583] (05/19 15:28:52.397):{0xE24} {ABC@123.com } Sending packet to device, Size=248, Tag=51, TransactionId=-904724239 [40279] (05/19 15:28:52.397):{0xE24} {ABC@123.com } SubmitToRelaySendQ, Tag=51 [40279] (05/19 15:28:52.397):{0xE24} {ABC@123.com } SubmitToRelaySendQ, Tag=-696931853 [50104] (05/19 15:28:52.569):{0xE24} {ABC@123.com } HandleAuthRespFromDispatcher: User is not authorized for BlackBerry services [30000] (05/19 15:28:52.585):{0xE24} {ABC@123.com } Sending data to Dispatcher, size=369, Tag=5
BlackBerry smartphone shows "Activating", "Retrying", or "Contacting Server" status during the enterprise activation process Article Number:000013458 First Published:August 15, 2015 Last Modified:April 20, 2016 Type:Support Environment BlackBerry Enterprise ServerBlackBerry Enterprise Server for Microsoft ExchangeBlackBerry Enterprise Server for IBM DominoBlackBerry Enterprise Server for Novell GroupWiseMicrosoft SQL Server Back to top ↑ Overview During the enterprise activation process, the BlackBerry smartphone displays an Activating status for 10 minutes. After the first 10 minutes, the smartphone tries to start an enterprise activation process every 10 minutes and displays a Retrying status at each interval. After 40 minutes, the smartphone stops trying to http://support.blackberry.com/kb/articleDetail?articleNumber=000004829 start the enterprise activation process and displays one of the following messages: The server is not responding. Please contact your System Administrator. or An error has occurred. Please contact your System Administrator. Back to top ↑ Cause The following can cause this issue: The BlackBerry smartphone is not activated correctly for enterprise service.The BlackBerry smartphone user's mailbox is full.An incorrect email address was used to complete the enterprise activation process.The password used to complete the enterprise activation process http://support.blackberry.com/kb/articleDetail?articleNumber=000013458 was not set correctly.The enterprise activation message with the etp.dat attachment was modified or is not available. In a Microsoft Exchange environment, one of the following issues may occur: Email messages are sent to the BlackBerry smartphone PST folder, but the BlackBerry Enterprise Server cannot access the enterprise activation message with the etp.dat attachment.The enterprise activation message with the etp.dat attachment is deleted or modified by an anti-virus application or message blocking software.The enterprise activation message with the etp.dat attachment is unaltered in the BlackBerry smartphone user's inbox, but the BlackBerry Enterprise Server does not retrieve it. The enterprise activation message with the etp.dat attachment is being sent to more than one BlackBerry smartphone user's account. If a BlackBerry smartphone user forwards email messages to a second BlackBerry smartphone user, the enterprise activation message with the etp.dat attachment is sent to both BlackBerry smartphone user accounts. When the BlackBerry Enterprise Server scans all BlackBerry smartphone users' mailboxes, it cannot determine which smartphone user is using the smartphone to be activated, because the same enterprise activation message is in multiple mailboxes. Note: BlackBerry Manager points to a diff
and troubleshooting issues with the Enterprise Activation process Article Number:000013852 First Published:August 15, 2015 Last Modified:June 10, 2016 Type:Support Environment BlackBerry Device Software 4.0 to 7.1BlackBerry Business Cloud ServicesBlackBerry Enterprise http://support.blackberry.com/kb/articleDetail?articleNumber=000013852 Server 5 Back to top ↑ Overview The following table lists knowledge http://support.blackberry.com/kb/articleDetail?articleNumber=000003378 base articles with information about errors that appear during the enterprise activation process. Note: For an overview of the wireless enterprise activation process, its stages, and the role of the ETP.DAT activation message, see Article 13850. Enterprise activation stageKnowledge base articles Stage 1 - Activation The BlackBerry an error smartphone generates an ETP.DAT message and sends it to the BlackBerry smartphone user's mailbox over the wireless network. (03/10 10:27:28.014):{0x1AEC}{ian.dundas@example.net} Queuing DATA from network@etp1006.etp.na.blackberry.net , Tag=-903057656, Entry Id=2604425 Please contact your system administrator errors Article 4829 - The BlackBerry smartphone displays An error has occurred. Please contact your administratorArticle 13458 - The BlackBerry smartphone shows Activating, Retrying, or an error occurred Contacting Server status during the enterprise activation processArticle 4982 - The Please Contact Your System Administrator error message appears during the enterprise activation process The enterprise activation process stops at the Activating or Retrying status Article 13840 - The enterprise activation process stops responding at the Activating stageArticle 13841 - The enterprise activation process stops at the Activating or Retrying stage User not started errors Article 10321 - The OpenDatabase() failed. User not started error message appearsArticle 13842 -The User
server is not responding. Please contact your system administrator" appears on the BlackBerry smartphone during the enterprise activation process Article Number:000003378 First Published:August 15, 2015 Last Modified:June 06, 2016 Type:Support Environment BlackBerry Business Cloud Services BlackBerry Enterprise Server BlackBerry smartphone Back to top ↑ Overview During the enterprise activation process, the following error message appears indicating that the activation process failed: The server is not responding. Please contact your system administrator. If the above error is encountered, please see the below checklist. Confirm if the activation password has been set Set the activation password in BlackBerry Manager or the BlackBerry Administration Service Check to see if the email address or password has been incorrectly entered on the BlackBerry smartphone Have the BlackBerry smartphone user type the correct email address and password on the BlackBerry smartphone The temporary password expired due to one of the following: Five activation attempts failedThe BlackBerry smartphone was not activated within 48 hours after the password was createdThe BlackBerry smartphone user typed the password correctly once, but the enterprise activation process could not complete for reasons such as IT policy rejection or a cancelled activation Create a new temporary password for the account in BlackBerry Manager or BlackBerry Administration Service.Check to see if the BlackBerry smartphone user's mailbox is full Clear unwanted content from the mailbox. Confirm that the ETP.DAT activation message has arrived in the BlackBerry smartphone user's mailbox Make sure the messaging server is not filtering ETP.DAT attachments. Confirm if the BlackBerry smartphone has BlackBerry Enterprise Server and email transfer protocol (ETP) services turned on BlackBerry smartphone users with only BlackBerry® Internet Service cannot activate the BlackBerry smartphone using the wireless enterprise activation process. The wireless provider may need to be contacted to verify these services. The BlackBerry smartphone is not assigned the BlackBerry Enterprise Server service class Have the BlackBerry smartphone user contact the wireless service provider to request that BlackBerry enterprise services be assigned to the BlackBerry smartphone. Back to top ↑ Follow Us BlackBerry Blog Facebook Twitter Youtube Flic