BlackBerry –Troubleshooting Blackberry Activation Issues (Exchange 2010)

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elow are several troubleshooting steps that can be used to troubleshoot a Blackberry® Activation should the activation not complete or return an error. 90% of BlackBerry activation issues support handles are resolved by one of the steps below.

If you have not already attempted to activate your device please follow the step by step instructions for activation in the following article before attempting the steps below:
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1. Ensure that your device has a data plan

BlackBerry Enterprise Server Service requires that you have an active data plan from your mobile provider including BlackBerry Enterprise service.

2. Ensure that your device is provisioned for Enterprise Services

Without this provisioning, Blackberry activation will not work. You need to contact your wireless provider to confirm. With error “Unable to authenticate, Please contact your system administrator” please contact your mobile privider and request they remove and re-add Enterprise Services to your account while you reboot your handheld.

3. Ensure that you are running up-to-date BlackBerry device software.

If updates are not installed, please navigate to http://na.blackberry.com/eng/update/ and follow BlackBerry instructions or contact your wireless carrier.

4. Check the device Signal strength

Going to the main menu of the Blackberry device, going to the Tools or Options menu (depending on device), and choosing the Status Menu, please make note of the Signal strength (for a successful activation this number should be between -40 and -98 DbM and it should not be fluctuating). Also make note of the PIN number of the device in case you need to contact us by phone for further troubleshooting.

5. Verify that BlackBerry Service is enabled for this user VIA our Online control Panel

Once your device is properly provisioned with your provider you will need to log into your online control panel and browse to the BlackBerry Users screen. For activation instructions click here.

6. Create or set a new activation key if you are unsure it the password has expired

For your security, Blackberry activation passwords expire after 48 hours. If you need a new password, click here.

7. Attempt to perform activation using your primary email address.

If you are running a split domian configuration create a secondary email address using your built in domain (ends with .myhostedsolution.net). Use this secondary email address when activating.

8. Disable any forwarding on the user's mailbox

To disable forwarding on a mailbox, login to your online control panel and navigate Exchange Hosting Service > Click Hosted Organizations > Click your domain name > Click Mailboxes > Click on the Mail Flow Settings tab and uncheck forwarding. Click save changes.

If emails happen to be forwarded to another Exchange BlackBerry-enabled user, then there may be an issue with activation. When an activation (ETP) message is sent from a BlackBerry device to this user's mailbox, it will eventually come to the BlackBerry server in 2 instances for 2 different valid users and so activation may not go through. So it is recommended to disable forwarding while activating. Once activation is complete, forwarding may be put back.

9. Disable Junk Email filtering on the user's mailbox

Please disable junk mail filtering and any 3rd party spam filters you may be running and attempt activation again. After you activate the device, you may turn Junk Email filtering back on.
In Outlook: fo to Tools > Options > Junk Email
In OWA: go to Options > Junk Email

10. Remove the battery from the back of the device and leave it out for 10 seconds, then replace the battery and attempt activation again.

11. Delete Service Books on the device

To delete Service Books, please go to the main menu of the device, then go to Tools or Options, Advanced Options (depending on device), enter the Service Books menu. Delete CICAL service book. Then remove the battery for 10 seconds and replace the battery. Attempt activation again.

12. Wipe your device and attempt activation again.

IMPORTANT: A hard reset will return the device to original out-of-the-box condition; removing any preferences, custom settings, and third-party applications (personal information such as phone number and addresses, calendar entries, pictures... will also be erased).. For instructions on performing a rest or wipe click here.

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