Activation – Google Apps Connector for BlackBerry Enterprise Server Installation and Administration Guide User Manual
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Troubleshooting
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AppsConnector.MSI fails during installation
The MSI installation will fail if the software prerequisites have not been meet. Typically you
should receive an error dialog explaining the reason for the installation failure.
If the software prerequisites have been met, check the installation log files. See for more
information.
Confirm that you are using a clean installation with no other programs or services running
The Connector uses several system libraries that often have conflicting versions, so be sure
you run the Google Apps Connector for BlackBerry Enterprise Server on a separate server
that is not used for other programs or services. Check to be sure you started with a clean
installation and no other programs or services are running.
Two very common programs that may be running on your server are Windows Search and
antivirus software.
When you install Microsoft Outlook, the installation wizard prompts you to install Windows
Search. Do not install this program, and if it is installed, uninstall it.
If you are using antivirus software, configure your software to exclude scanning the cache files
by excluding the cache files or the BlackBerry Enterprise Server cache directory. For
information on how to do this, see your antivirus documentation.
Activation
If you have problems with activating users, check the following list of common problems.
You can find information on common Enterprise Activation Issues in article KB13852 in the
Make sure the user has been removed off of existing BlackBerry Enterprise Infrastructure
A single e-mail account can only reside on one BlackBerry Enterprise Server at a time. If a
user is configured on more than one server, activation will always fail. Remove the user from
all existing BlackBerry Enterprise Servers and try again.
Verify the user is receiving Enterprise activation e-mails in their Gmail account.
In a web browser, check the user’s Gmail account to see if there is a message from RIM with
subject “
RIM_bca28a80-e9c0-11d1-87fe-00600811c6a2
”. In particular, check the Spam folder
in Gmail, and if the message is in the Spam folder (or any folder besides Inbox), move the
message to Inbox.
Also, search in GMail for current or previous activation e-mails. If old activation e-mails are
found, delete each message and empty each message from the trash to be deleted forever.
Perform the follow searches:
from:network@ in:anywhere etp
to:etp@ in:anywhere etp