Check network connectivity on the device. Verify that the mobile or Wi-Fi. Make sure that the activation profile assigned to the supports the device type being activated. If you have defined compliance rules for devices with a jailbroken or rooted OS, restricted OS versions, or restricted device models, verify that the device is compliant. Gather device logs: For more information on retrieving BlackBerry BlackBerry For more information on retrieving iOS.
For more information on retrieving Android. KNOX Workspace. When you troubleshoot activation of Samsung. We recommend setting the mailstore to use 'BOTH' for mail mode. Note: The proxy documentation says that the mailbox server only supports http for zimbraMailMode when used with a proxy server.
In this case, you can set the zimbraMailMode to both so the proxy server connects to the mailbox server on port and the BES server connects on This is because ZCB uses the Zimbra "waitset " command, and must be able to directly connect to the mailstore on which each user resides. This is because of some changes in the indexes of the zdb-file to improve performance. There are a few common situations where successfully activated devices stop receiving new email, calendar events, and contacts: Some of the BES services are not running, the BlackBerry Agent is not responding, the user may not have initialized, or the device needs to be rebooted.
The following sections discuss these scenarios in more detail. There is a known timing issue with BES where if the database service has not started in a timely fashion, other BES services will not start.
If the timing issue preventing other BES services from starting consistently occurs, please contact Research in Motion technical support for information about starting the BES services through a start-up script.
This component is a process that is responsible for retrieving data from the mail server via ZCB. The BlackBerry Controller is not only responsible for launching the Agent processes but it is also responsible for making sure that this process and its multiple threads of execution are functioning properly. If your BlackBerry agent is hanging, please refer to the known issues section of this document for more details.
There are two ways to detect this situation. If this folder exists, there may be files with a. Another way to verify a crash is to look in the BlackBerry Agent Logs. If you search for the string Begin Stack Trace and you find a stack trace for a particular thread, then BlackBerry Agent has most likely crashed. We have an open support case with Microsoft regarding this issue. Please refer to the known issues section of the document for more details.
Most of the time, this process will fail. To manually restart the Agent, use the following steps. Note: It is possible that a user was not properly initialized but the log statements are not similar to those above. If the user is not properly initializing, BlackBerry Agent needs to be restarted using the BlackBerry Controller, using the following steps. You can check this in the Agent logs.
A full reboot of the BlackBerry device may resolve this situation. To fully reboot a BlackBerry device, have the user follow the steps below.
Following these steps, the user can restart their device. Once they have restarted their device, enable the wireless connection again. This article contains information about troubleshooting BlackBerry Enterprise Activation issues. These issues are divided into the following sections:. If a user is provisioned through the BES Manager but Enterprise Activation fails on the device, the following troubleshooting steps may resolve the issue.
A user may need to indicate that they wish to connect their device to the BlackBerry Enterprise Server located in their corporate network. The initial stages of Enterprise Activation are performed through email sent from the device to BES and vice versa.
Sometimes Enterprise Activation credentials are not current or are not set, which causes activation to fail. Also verify that the user is using the correct email address, by comparing their login email with the email listed for the user in the BlackBerry Manager. If there are errors in the logs regarding initializing the user or opening their message store, then they may not have properly initialized. To resolve this issue, restart the BlackBerry Agent using the following steps.
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