• Check provisioning of the BlackBerry smartphone with the wireless software provider.
  
  
• Check for any rules or filters that could prevent the ETP.DAT activation email message from reaching the user's Inbox.
  
  
• Anti-spam/Anti-virus programs, ETP.DAT message header/subject being changed
• The ETP message should be received in the users mail box unmodified - no change to subject or body.
  
  
• Confirm that the BlackBerry smartphone has good network coverage.
  

Perform the following steps to ensure the activation process restarts correctly:

1. Delete any activation emails (ETP.DAT attachment) from previous enterprise activation attempts from the user's Inbox and trash.
   
   
2. Perform a Security Wipe on the BlackBerry smartphone.
   
   
3. Verify the Access Control List (ACL) on the user's mailfile.
   
   
4. Remove the user account from the BlackBerry Enterprise Server and choose to delete the state database for the user when prompted.
   
   
5. Verify that the user no longer exists in the BlackBerry Users Profile Database.
   
   
6. Add the user account to the BlackBerry Enterprise Server and set the activation password.
   
   
7. Verify that the user is in the BlackBerry Users Profile Database and that the State database link was created successfully.
   
   
8. Perform the enterprise activation on the BlackBerry smartphone.