Troubleshooting: BlackBerry Connectivity Node

Problem

Possible solution

The BlackBerry Connectivity Node does not activate with UEM Cloud.
  • Verify that you uploaded the latest activation file that you generated in the management console. Only the latest activation file is valid.
  • An activation file expires after 60 minutes. Generate and upload a new activation file, then try to activate again.
  • See KB 38964.

The BlackBerry Connectivity Node does not connect with UEM Cloud.
  • Verify that the following outbound ports are open in your organization's firewall so that the BlackBerry Connectivity Node components (and any associated transparent proxy servers) can communicate with the BlackBerry Infrastructure (region.bbsecure.com):
    • 443 (TCP) to activate the BlackBerry Connectivity Node
    • 3101 (TCP) for all other outbound connections
  • Review the most recent log file for information about why the BlackBerry Connectivity Node cannot connect with UEM Cloud. By default, the log files are located in <drive:>:\Program Files\BlackBerry\BlackBerry Connectivity Node\Logs.

The BlackBerry Connectivity Node does not connect with the company directory.
  • If you have multiple instances of the BlackBerry Connectivity Node, verify that they are all at the same version.
  • Verify that you specified the correct settings for the company directory.
  • Verify that all instances have a directory connection and that the directory connections are configured the same on all instances.
  • Verify that you specified the correct login information for the directory account and that the account has the necessary permissions to access the company directory.
  • Verify that the correct ports are open in your organization's firewall.
  • Verify that you did not use the same activation file for two different installations.
  • Verify that you are using the most recent activation file.
  • Review the most recent log file for details about why the BlackBerry Connectivity Node cannot access the company directory. By default, the log files are located in <drive:>:\Program Files\BlackBerry\BlackBerry Connectivity Node\Logs.
  • If you are using Microsoft Active Directory, see KB 36955.