• BlackBerry® Enterprise Server version 4.1 SP6 to 5.0
• BlackBerry smartphone
• BlackBerry® Device Software version 3.0 to 4.7

The following error message appears on the BlackBerry smartphone when the BlackBerry® Browser is started:

Unable to connect to the selected MDS server, make sure you have a valid MDS service book entry on your device, talk to your service provider for more information on MDS service book entry, also make sure the Browser is configured to use that valid MDS service book entry on the Option > Browser configuration screen.

This issue may be caused by one of the following:

Summary of Causes

1. An incompatible version of the Java® Runtime Environment (JRE™) is installed on the BlackBerry Enterprise Server.
2. The BlackBerry® Mobile Data System (BlackBerry MDS) is not started.
3. The BlackBerry MDS is turned off for the BlackBerry Enterprise Server and the BlackBerry smartphone user account.
4. The desktop service book on the BlackBerry smartphone is invalid.
5. The URL for the BlackBerry Browser home page is formatted incorrectly (applies only to BlackBerry® 6700 Series).
6. Content filtering is preventing the BlackBerry Mobile Data Service from retrieving the Extensible Stylesheet Language (XSL) stylesheet.
7. The BlackBerry MDS is pointing to an incorrect or non-existent BlackBerry Configuration Database.
8. The BlackBerry smartphone is no longer provisioned for BlackBerry Enterprise Server service.
9. A secure password was not specified during the BlackBerry Enterprise Server installation process.
10. The BlackBerry smartphone is configured to use the BlackBerry Browser instead of the Internet Browser.
11. The BlackBerry Enterprise Server is low on disk space.
12. The BlackBerry MDS Connection Service is not properly mapped to the instance of BlackBerry Enterprise Server.
    

Perform the appropriate resolution for the cause.

Cause 1

An incompatible version of the JRE is installed on the BlackBerry Enterprise Server.

Resolution 1

Install JRE version 1.4 or later and then restart the BlackBerry Enterprise Server.

Note: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

Cause 2

The BlackBerry MDS is not started on the BlackBerry Enterprise Server.

Resolution 2

Start the BlackBerry MDS from Control Panel > Services.

Cause 3

The BlackBerry MDS is disabled for the BlackBerry Enterprise Server and the BlackBerry smartphone user account.

Resolution 3

From the BlackBerry Enterprise Server management console, turn on the BlackBerry Mobile Data Service for the BlackBerry Enterprise Server and the BlackBerry smartphone user account.

If all BlackBerry smartphones are affected, turn off the BlackBerry MDS at the BlackBerry Enterprise Server level and turn it back on.

Cause 4

The desktop service book on the BlackBerry smartphone is invalid.

• For Research In Motion® (RIM®) 850, 857, 950, and 957 devices, the desktop service book is Desktop [CMIME]
• For the BlackBerry® 5800, 6200, and 6700 Series and the BlackBerry® 6510 smartphone, the desktop service book is Desktop[IPPP]

Resolution 4

Note: Deleting some service books may prevent the BlackBerry smartphone from sending or receiving messages.

Re-send the service book.

1. On the BlackBerry smartphone, and go to Options > Service Book.
2. Delete the desired desktop service book.
3. Go to the BlackBerry® Internet Service web site and log in.
4. From the Profile menu, click Send Service Book > OK.

Cause 5

The URL for the BlackBerry Browser home page is formatted incorrectly (applies only to BlackBerry 6700 Series).

Resolution 5

1. From the BlackBerry Browser, go to Browser Options > Browser Configuration.
2. Change the uppercase letters in HTTP://www.blackberry.com/go/mobile to lowercase letters, as shown below:

http://www.blackberry.com/go/mobile

Cause 6

Content filtering is preventing the BlackBerry MDS from retrieving the XSL stylesheet.

Resolution 6

Exclude the BlackBerry Enterprise Server from content filtering or turn off content filtering on the firewall.

Cause 7

The BlackBerry Mobile Data Service is pointing to an incorrect or non-existent BlackBerry Configuration Database.

Resolution 7

Verify the BlackBerry Configuration Database settings.

1. In Windows®, go to: Administrative Tools > Data Sources (ODBC).
2. On the System DSN tab, select the BlackBerry Configuration Database.
3. Verify that the Microsoft® SQL Server® or the Microsoft SQL Server Desktop Engine (MSDE) server is correctly specified.
4. Verify that the BlackBerry Configuration Database is correctly specified.
5. Verify that the BlackBerry Configuration Database is pointing to the correct server name. For example, if the Microsoft SQL Server name shows Localhost, you must click Change DB and point to the actual server name.

Cause 8

The BlackBerry smartphone is no longer provisioned for the BlackBerry Enterprise Server service.

Resolution 8

Contact the service provider to have the BlackBerry Enterprise Server service added back to the BlackBerry smartphone user account. Alternatively, the Internet Browser may be used.

Cause 9

A secure password was not specified during the BlackBerry Enterprise Server installation process.

Resolution 9

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.

1. Backup the registry key HKEY_CURRENT_USERSoftwareResearch In MotionBlackBerry MDS Connection ServiceBippePassword
2. Delete the registry key HKEY_CURRENT_USERSoftwareResearch In MotionBlackBerry MDS Connection ServiceBippePassword
3. Restart the BlackBerry MDS Connection Service.

Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

Cause 10

The BlackBerry smartphone is configured to use the BlackBerry Browser instead of the Internet Browser. The Internet Browser should be selected if the BlackBerry Internet Service is used.

Resolution 10

1. Open the Browser icon.
2. Display the menu and click Options.
3. Click Browser Configuration.
4. Change the Browser field setting to Internet Browser.
5. Display the menu and click Save Options.
6. Click General Properties.
7. Change the Default Browser field setting to Internet Browser.
8. Display the menu and click Save Options.
9. Close the Browser, re-open it, and then browse to a web site.

Cause 11

The BlackBerry Enterprise Server is low on disk space.

Resolution 11

Make sure there is sufficient disk space on the BlackBerry Enterprise Server. Delete any files that are needed on the drive where the BlackBerry Enterprise Server is installed.

1. Open up the BlackBerry Administration Service.
2. Expand BlackBerry Solution Topology > BlackBerry Domain > Server View > BES Name
3. Click on the name of the BlackBerry Enterprise Server.
4. Click on the Supported MDS Connection Service instances tab.
5. Ensure the appropriate BlackBerry MDS Connection Service instance has been added to the Current MDS Connection Service instances list.