Article
ID: 17569
Date: 6 December 2005
Updated: 1 August 2008
Symptom: A Good enabled device seems to be stuck in the “Securing Channel” phase of the OTA setup for more than 15 minutes.
Device displays OTAP Error=0x13 or An Unknown Error Occurred. Code 0x0010000C or unknown Error: Code 0x00100001
Explanation: Once the user authenticates with their email and pin, a challenge is sent from the Good Server to the client based on the PIN to secure transmission. The client then responds to the Good Server based on the PIN to complete the Challenge/Response Authentication. When the communications channel is secure, Good Server will send provisioning information (Username, AES Keys, policies, etc.) to the client.
Cause: Varied causes. If the client is stuck in this phase then some part of the communication path between Exchange, Good Server, Good Operations Center, handheld network carrier, or device may be having trouble.
• The Good client may be having difficulty communicating with the handheld network carrier, Good Operations Center, and/or Good server.
• The Good server may be having difficulty communicating with Exchange and/or Good Operations Center.
• Problems with the Good server obtaining the user list from the GoodAdmin mailbox. (See UPGRADE Information in Advanced Remedies section below)
Common Remedies:
•
Verify that that the device has sufficient wireless coverage and that the data
connection is engaged and processing.
•
Verify whether the user changed their SIM or device hardware. If so re-add them
to the Good Management Console (GMC) and re-provision.
•Verify that the device is *not* connected to Activesync or Hotsync, nor is USB or Bluetooth engaged. These may interrupt the data connectivity or provide non-functional internet connection sharing.
• Verify that the device’s Good server is connected to the Good Operations Center and is processing messages.
• If device displays error 0x00100001 verify whether they have been moving SIM cards or users to different devices.
Advanced Remedies:
1. If stuck securing channel exit OTA setup, surf the web, re-enter OTA setup – wait at least 5 minutes to see if the problem still exists.
2. If stuck soft reset device, re-enter OTA setup - wait at least 5 minutes to see if the problem still exists.
3. If still stuck re-add the user to the GMC and provision from scratch. Please note date and time that the user was re-added to GMC if reporting an issue.
4. Restart Good server service. (if possible)
5.
UPGRADE: Upgrade the Good Server to 4.5.0.77 or
higher. The new builds include new logic for querying the userlist.
Note: If the client still gets stuck in securing channel, please gather OTA and server logs if reporting an issue. Also, OTA logs must be obtained before a successful provision to preserve diagnostic information.
Work
around:
To workaround, cable provision device.
Additional Questions
• What type of provisioning? Is this a new or re-provision?
• If allowed to sit in “Securing Channel”, will it eventually get an error?
• What time was the problem and how long was the delay?
• If the OTA setup eventually proceeds, how long does it take?
• What percentage of handhelds in this geographic area hit this issue? (if applicable)
• What carrier and hardware combinations have exhibited this problem? (if applicable)
• Verify GoodAdmin Exchange security settings
• Run Create Profile test from GoodTools.exe on the GoodLink server to ensure that the GoodAdmin has sufficient rights and access to mailboxes.