BES – An error has occurred, please contact your system adminstrator

Posted In: Blackberry

 Problem
During enterprise activation, the BlackBerry device displays the following error:

An error has occurred. Please contact your system administrator.
Cause 1
The network message used to activate the device contains an incorrect activation password.

Note: On the Microsoft Exchange platform, do not use BlackBerry management tools prior to version 4.1 (for example, BlackBerry Manager 4.0) on a remote computer to administer BlackBerry Enterprise Server 4.1 users. Adding a user to BlackBerry Manager under these circumstances will result in the same error message.

Resolution
Re-enter the enterprise activation password on the device.

If re-entering the password on the device does not work, the BlackBerry Enterprise Server administrator should complete the following steps:

Note: The maximum number of activation attempts with the same password is four.

In BlackBerry Manager, click the User List tab.
Select the user account.
In the Service Access section, clear the password.
Click Set Activation Password.
Leave the Password and Confirm Password fields blank.
Set Expiration to 0.
Click OK.
If clearing the password does not work, set a new password using one of the following methods:

Method 1

Click Set Activation Password.
Type a new password for activation.
Communicate the password to the user.
Method 2

Click Generate and Email Activation Password. The user automatically receives a message containing the activation password.
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Cause 2
The device is restricted by an Enterprise Service Policy.

The Enterprise Service Policy allows an administrator to control which devices are allowed service on the BlackBerry Enterprise Server. See KB-04861 for more information on the Enterprise Service Policy.

Microsoft Windows® Event Viewer logs or BlackBerry Dispatcher logs display the following entry:

HandleAuthRespFromDispatcher: User is not authorized for BlackBerry services.
Resolution 1
Override the Enterprise Service Policy in effect on the BlackBerry Enterprise Server.

Open BlackBerry Manager and select the BlackBerry Enterprise Server in the left pane.
On the Users tab, select the affected user account.
In the bottom pane, click Edit Properties. The User Properties window appears.
Select Enterprise Service Policy and set the ES Policy Override value to True.
Click OK.
Resolution 2
Add the users personal identification number (PIN) to the Enterprise Service Policy.

Open BlackBerry Manager and select the BlackBerry Domain in the left pane.
On the Global tab, click Edit Properties. The Global Properties window appears.
Select Enterprise Service Policy and click PIN in the right pane.
Click the browse button next to PIN and select New in the PIN window.
Type the PIN of the device to be be activated.
Click OK.

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