• BlackBerry® Device Software
• BlackBerry® Enterprise Server software version 2.1 and earlier for IBM® Lotus® Domino®
• BlackBerry® Enterprise Server software version 2.1 and earlier for Microsoft® Exchange
• BlackBerry smartphone

A BlackBerry smartphone user account added to the BlackBerry Enterprise Server shows the following status:

(**<BlackBerry Enterprise Server name>) Initializing

This issue may be caused by one of the following:

1. The BlackBerry Enterprise Server cannot make a connection to the BlackBerry smartphone user′s mailbox.
2. A personal identification number (PIN) has been duplicated on the BlackBerry Enterprise Server.

Cause 1

The BlackBerry Enterprise Server is unable to connect to the BlackBerry smartphone user′s mailbox. As a result, the BlackBerry Enterprise Server cannot write a copy of the generated encryption key and the BlackBerry smartphone PIN to hidden folders in the BlackBerry smartphone user′s mailbox.

This can occur due to one of the following:

• The wide rea network (WAN) link is slow, or another network communication issue exists.
• There is a problem with the BlackBerry smartphone user’s mailbox.
• The Messaging Application Programming Interface (MAPI) profile for the BlackBerry smartphone user contains personal or archived folders.
• The BlackBerry Enterprise Server service account does not have the appropriate permissions to access the BlackBerry smartphone user’s mailbox.

Resolution

Perform the following troubleshooting steps:

1. Verify the BlackBerry smartphone user is able to send and receive email messages to and from the Microsoft Exchange mailbox, using Microsoft® Outlook® or another supported email application. If the BlackBerry smartphone user cannot send email messages, address any internal issues prior to further troubleshooting.
2. Verify that the BlackBerry smartphone user account will function using BlackBerry® Desktop Redirector before adding the account to the BlackBerry Enterprise Server.
   1. Remove the BlackBerry smartphone user account from the BlackBerry Enterprise Server.
   2. Connect the BlackBerry smartphone to the BlackBerry smartphone user′s computer.
   3. Open BlackBerry® Desktop Manager.
   4. The BlackBerry smartphone user will be prompted to generate a new encryption key.
   5. Open BlackBerry Desktop Redirector and wait for the BlackBerry smartphone user′s status to display either Running or In Cradle Forwarding Turned Off. If neither of these statuses appear, further troubleshooting will be required for the BlackBerry smartphone user′s computer.
   6. Close BlackBerry Desktop Manager.
3. Add the BlackBerry smartphone user account to the BlackBerry Enterprise Server. For instructions, see KB11638.

   OR

   Add the user account to the BlackBerry Enterprise Server from the BlackBerry smartphone user′s computer by completing the following steps:

   1. Connect the BlackBerry smartphone to the BlackBerry smartphone user′s computer.
   2. Open BlackBerry Desktop Manager.
   3. The BlackBerry smartphone user will be prompted to generate a new encryption key.
   4. The status of the BlackBerry smartphone user′s account on the BlackBerry Enterprise Server should now be (<BlackBerry Enterprise Server name>) Running or (<BlackBerry Enterprise Server name>) In Cradle Forwarding Turned Off.
4. Determine whether the BlackBerry Enterprise Server service account has sufficient permissions for the BlackBerry smartphone user’s mailbox and mailbox store. For more information regarding permission requirements, see the BlackBerry Enterprise Server Installation Guide.
5. If the above does not resolve this issues, contact your wireless service provider.

Cause 2

A PIN has been duplicated on the BlackBerry Enterprise Server.

Resolution

Remove the duplicate BlackBerry smartphone user account from the BlackBerry Enterprise Server. For instructions, see KB10877.