Troubleshooting:

BlackBerry Connectivity Node

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.

Verify that the following outbound ports are open in your organization's firewall so that the

BlackBerry Connectivity Node

components (and any associated proxy servers) can communicate with the

BlackBerry Infrastructure

(

region

.bbsecure.com):

443 (HTTPS) 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.

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.