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Article ID: 114088, created on Jun 9, 2012, last review on May 11, 2014

  • Applies to:
  • Operations Automation 5.x


During the BlackBerry Enterprise activation process, the following error message appears on the screen of your BlackBerry smartphone: An error has occurred. Please contact your system administrator.

The following error is observed in the Event Viewer on the BlackBerry Enterprise Server (BES):System 
  - Provider 
   [ Name]  BlackBerry Dispatcher 
  - EventID 20000 
   [ Qualifiers]  45055 
   Level 3 
   Task 0 
   Keywords 0x80000000000000 
  - TimeCreated 
   [ SystemTime]  2012-06-04T08:42:14.000Z 
   EventRecordID 438934 
   Channel Application 
   {Mailbox Name} Old OTAKEYGEN packet is cancelled, Tag=3647269


There are several possible reasons for the failure:
  1. The BlackBerry Desktop Redirector is running on the computer of the BlackBerry smartphone user.
  2. Forwarding has been set up for the mailbox that is attempting to activate.


Depending on the cause, apply one of these solutions:
  1. Disable or remove the BlackBerry Desktop Redirector.
  2. Remove forwarding from the user's account.

For more information, see:
BlackBerry KB18726: "Old OTAKEYGEN packet is cancelled" is displayed in the Event Log Viewer application logs after an Enterprise activation attempt.
BlackBerry KB04829: "An error has occurred. Please contact your system administrator" appears on the BlackBerry smartphone during the Enterprise activation process.

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