Troubleshooting: APNs

Problem

Possible solution

When you try to obtain a signed CSR, you get the following error: "The system encountered an error. Try again."

See KB 134285.

When you try to register the APNs certificate, you receive the error "The APNs certificate does not match the CSR."

If you downloaded multiple CSR files from BlackBerry, only the last one that you downloaded is valid. If you know which CSR is the most recent, return to the Apple Push Certificates Portal and upload it. If you are not sure which CSR is the most recent, obtain a new one from BlackBerry, then return to the Apple Push Certificates Portal and upload it.

You cannot activate iOS or macOS devices.
The APNs certificate may not be registered correctly. Check the following:
  • In the management console, on the menu bar, click Settings > External integration > Apple Push Notification. Verify that the APNs certificate status is "Installed." If the status is not correct, try to register the APNs certificate again.
  • Click Test APNs certificate to test the connection between BlackBerry UEM and the APNs server.
  • If necessary, obtain a new signed CSR from BlackBerry and a new APNs certificate.