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Below 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:
Ckick Here
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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