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A user cannot register the BlackBerry MVS Client with the BlackBerry MVS

Possible cause

Possible solution

The BlackBerry® device might be outside of a wireless coverage area.

On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area where the user can send and receive data messages and use the phone to make and receive calls.

The user's BlackBerry device might not have the BlackBerry MVS service book.

Verify that the user’s BlackBerry device has the Desktop [ASC] service book. To view service books on the BlackBerry device, from the Home screen or in the application list, click Options. Click Advanced Options. Click Service Book.

The user's BlackBerry device might not be activated with the BlackBerry® Enterprise Server.

On the BlackBerry device, verify that the device has been activated. On the Home screen or in the application list, click Manage Connections. Click Mobile Network Options. Press the Menu key. Click Diagnostics Test. Press the Menu key. Click Run. After the diagnostics test completes, in the Email Address field, verify that the user's email address appears.

The user's BlackBerry device might not be running a version of the BlackBerry® Device Software that supports the BlackBerry MVS Client.

On the BlackBerry device, verify that the BlackBerry device is running a version of the BlackBerry Device Software that supports the BlackBerry MVS Client.

The email address and PIN for the BlackBerry device might not be correct.

Try performing the following actions:

  • Verify that the email address for the BlackBerry device is correct for the user's BlackBerry Enterprise Server user account. In the BlackBerry® Mobile Voice System web UI, on the User menu, click User Profiles. Click the user account. In the Email Address field, verify the email address.
  • Verify that the PIN for the BlackBerry device is correct for the user's BlackBerry Enterprise Server user account. In the BlackBerry MVS web UI, on the User menu, click Phones. Click the BlackBerry device. On the MVS tab, in the Device PIN field, verify the PIN.

The BlackBerry MVS services might not be running.

On the BlackBerry MVS Server that connects to the BlackBerry Enterprise Server, in the Windows® Services, verify that the BlackBerry MVS Connection Service service is running. If your organization has multiple BlackBerry MVS Server instances, verify that the BlackBerry MVS Connection Service service is only running on the BlackBerry MVS Server that connects to the BlackBerry Enterprise Server.

The user's BlackBerry Enterprise Server user account might not be active.

On the BlackBerry Enterprise Server, verify that the user account is active.

The BlackBerry MVS Server might not be able to connect the BlackBerry Configuration Database.

Try performing the following actions:

  • On the computer that hosts the BlackBerry Configuration Database, verify that the database is running.
  • On the BlackBerry MVS Server that connects to the BlackBerry Enterprise Server, open the most recent BlackBerry MVS Connection Service log file. Verify that a recent event indicates that a connection to the BlackBerry Configuration Database exists.

For example, the following log file entry indicates that a connection to the BlackBerry Enterprise Server exists: <2008-05-12 14:00:00.000 EST>:[56]:<ASC_ASCENDENT>:<EVENT>:<LAYER = SCM, EVENT = ASC server connects to the database>.

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