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

To check if a BlackBerry device is registered with the BlackBerry Mobile Voice System, perform one of the following actions:

  • If you are using BlackBerry Device Software 5 or earlier, on the BlackBerry device, click Options > Advanced Options > BlackBerry MVS Status > BlackBerry MVS Client. If the BlackBerry MVS Client option does not appear on the BlackBerry device, the BlackBerry MVS has not registered the BlackBerry MVS Client at least once. If the BlackBerry MVS Client option appears on the BlackBerry device, click the BlackBerry MVS Client option to make sure that check marks appear beside the Sent Registration field and the Received Registration field. If the check marks appear, the BlackBerry MVS Client is registered.
  • If you are using BlackBerry Device Software 6 or later, on the BlackBerry device, click Options > Work line > MVS Status. Make sure that check marks appear beside the Sent Registration field and the Received Registration field. If the check marks appear, the BlackBerry MVS Client is registered.

Possible cause

Possible solution

The user is outside a wireless coverage area.

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

The BlackBerry MVS Services are not running.

On the BlackBerry MVS Server that the user account is associated with, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS Data Manager service, MVS BlackBerry Enterprise Server Connector service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting.

The user's BlackBerry MVS user account is not active.

  1. In the MVS Console, in the left pane, click Users.
  2. Click Manage.
  3. Click Search.
  4. In the Enabled column, verify that the user account is active.

The user's PBX user account is not configured correctly.

In the PBX, verify that the users' Directory Number and Device Name matches the numeric value that you type in the Extension Number field. The Extension Number field cannot contain non-numeric characters such as the plus (+) or hash (#) symbols or other characters such as comma (,), slash (\ /), or apostrophe ('). The BlackBerry MVS uses the Extension Number field to register the BlackBerry MVS Client to the BlackBerry MVS Server, and in the case of a PBX deployment, register to the PBX as a valid SIP device.

The user's BlackBerry MVS user account is not configured correctly.

  1. In the MVS Console, in the left pane, click Users.
  2. Click Manage.
  3. Click Search.
  4. Click the user account that you want to check the credentials for.
  5. Verify that the user name, password, extension number, and mobile phone number match the credentials that are set in the PBX.

The BlackBerry Configuration Database is not running.

On the computer that hosts the BlackBerry Configuration Database, verify that the Microsoft SQL Server services are running.

The communication password of the BlackBerry Enterprise Server changed.

Contact the administrator of your organization's BlackBerry Enterprise Server to verify that the communication password of the BlackBerry Enterprise Server components did not change. If the communication password changed, you must use the same password to set up a connection from the BlackBerry MVS to the BlackBerry Enterprise Server.

  1. In the MVS Console, in the left pane, expand MVS Topology.
  2. Click Server View.
  3. Click the BlackBerry MVS Server that you want to change the communication password for.
  4. In the MVS BlackBerry Enterprise Server Connector section, select the check box in the Associated column.
  5. Select the Change the communication password that the BlackBerry MVS uses check box beside the BlackBerry MVS Server that you want to change the communication password for.
  6. Type and confirm a password.
  7. Click Save.
  8. When prompted to change the communication password, click OK.

The SRP ID changed.

Contact the administrator of your organization's BlackBerry Enterprise Server to verify that the SRP ID did not change. If the SRP ID changed, you must restart the BlackBerry MVS services.

Data services on the BlackBerry device are turned off.

  1. On the BlackBerry device, click Manage Connections > Mobile Network Options.
  2. Verify that the Data Services field is set to On.

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