ZCB and BlackBerry Enterprise Server (BES) Common Issues

Revision as of 22:54, 18 February 2010 by Cfremon (talk | contribs) (Changing categories)

The following are common issues encountered with ZCB and fully describe these common issues, troubleshooting tips, and possible resolutions.

ZCB Installation Fails

The most common installation problems are due to the deviation from the step by step installation instructions outlined by the ZimbraBESConnector PDF Guide or from deviation from the installation prerequisites. Please verify that the installation process is started with none of the prerequisite software installed and that all user applications are closed before starting the installation process for ZCB. Then verify that the steps are followed in the order they are given.

If there are still problems with the installation, the installer can be run in verbose mode to generate debug logs. These logs can be sent to Zimbra support for analysis. To run the installer in verbose mode, run the following command in the folder where the installer file (this has an .msi extension) is located.

 msiexec /i [msi-filename] /lv [output log file path name] 

For example, the following command will launch the zcb_beta3.msi installer in verbose mode, and will output the verbose logs to out.txt in the current directory. msiexec /i zcb_beta3.msi /lv out.txt

Devices stop receiving email

There are a few common situations where successfully activated devices stop receiving new email, calendar events, and contacts: Some of the BES services are not running, the BlackBerry Agent is not responding, the user may not have initialized, or the device needs to be rebooted. The following sections discuss these scenarios in more detail.

• Some of the BES services are not running

For BES to function properly, all BlackBerry services should be running. There is a known timing issue with BES where if the database service has not started in a timely fashion, other BES services will not start. If the timing issue preventing other BES services from starting consistently occurs, please contact Research in Motion technical support for information about starting the BES services through a start-up script.

• BlackBerry Agent is not responding

ZCB interacts with one major component of BES called the BlackBerry Agent. This component is a process that is responsible for retrieving data from the mail server via ZCB. BlackBerry Agent processes are controlled by a Windows service called the BlackBerry Controller. The BlackBerry Controller is not only responsible for launching the Agent processes but it is also responsible for making sure that this process and its multiple threads of execution are functioning properly. Under normal situations there is a single BlackBerry Controller and a single BlackBerry Agent running in BES.

Sometimes the following situations may arise:

• BlackBerry Agent is hanging. In order to find out if the BlackBerry Agent is hanging, check the BlackBerry Agent Logs. The BlackBerry Agent Logs can be found in the daily logs folder for BES. The Agent Logs file contains_MAGT_ in its filename. If you search for the string *** No Response*** and find a section of the log that looks like the following, the BlackBerry Agent process is not responding.

[30181] (07/02 11:24:56.625): {0x10E0} Performing system health check (BlackBerry Mailbox Agent 1 - BESX Version 4.1.4.39 [30038] (07/02 11:24:56.625): {0x10E0} Worker Thread: *** No Response *** Thread Id=0x514, Handle=0x2BB0, WaitCount=1, WorkingTime=14 min, Last Activity=14 min, Event: NEW_MB_PCKT_NOTIFY, User: any_user@zcs.mydomain.com, Server: zcs.mydomain.com, Activity: Starting

If your BlackBerry agent is hanging, please refer to the known issues section of this document for more details.

• BlackBerry Agent process has crashed If the BlackBerry Agent process is not hung it is possible that it has crashed. There are two ways to detect this situation. The first method is to look in your %TEMP% directory to see if there is a subfolder called zco-cores. If this folder exists, there may be files with a .dmp extension. If the date that this file was created corresponds with when you believe devices stopped being able to send/receive data, then the BlackBerry Agent probably crashed. Another way to verify a crash is to look in the BlackBerry Agent Logs. If you search for the string ------------------Begin Stack Trace------------------ and you find a stack trace for a particular thread, then BlackBerry Agent has most likely crashed. We have an open support case with Microsoft regarding this issue. Please refer to the known issues section of the document for more details. In either of the above cases, the BlackBerry Controller will terminate the BlackBerry Agent and try to launch another Agent. Most of the time, this process will fail. To manually restart the Agent, use the following steps.

 a. Shut down the BlackBerry Controller Windows service. 
 b. In the Windows Task Manager, wait for BlackBerryAgent.exe and Outlook.exe to shut down. If this process takes more than a minute, you may need to manually shut down these tasks. 
 c. Restart the BlackBerry Controller Windows service. Your BlackBerry Agent is now restarted. 

• User may not have initialized If only a subset of users are not receiving data on their device, it is possible that some users were not initialized properly by the BlackBerry Agent. To verify if this is the case, open the Agent Logs and search for a particular user’s email address. If the user’s email address or display name is associated with log statements similar to those below, then the user may not have been initialized properly.

MAPIMailbox::MAPIMailbox(2) - ResolveName[3] failed for DisplayName=’Joe Smith’, giving up MAPIMailbox::MAPIMailbox(2) - OpenMsgStore (0x8004011d) failed, MailboxDN=jsmith@zcs.myserver.com, ServerDN=/o=zcs.myserver.com/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=zcs.myserver.com/ cn=Microsoft Private MDB

Note: It is possible that a user was not properly initialized but the log statements are not similar to those above. If the user is not properly initializing, BlackBerry Agent needs to be restarted using the BlackBerry Controller, using the following steps.

 a. Shut down the BlackBerry Controller Windows service. 
 b. In the Windows Task Manager, wait for BlackBerryAgent.exe and Outlook.exe to shut down. If this process takes more than a minute, you may need to manually shut down these tasks. 
 c. Restart the BlackBerry Controller Windows service. Your BlackBerry Agent is now restarted.

• Device needs to be rebooted If only a subset of users are not receiving data on their device, it could be a user-specific issue. This is especially likely if the user’s mailbox has been successfully opened by the BlackBerry Agent. (You can check this in the Agent logs.) A full reboot of the BlackBerry device may resolve this situation. To fully reboot a BlackBerry device, have the user follow the steps below.

 a. Open up the back of the BlackBerry device. 
 b. Remove the battery from the device. 
 c. Wait a minute. 
 d. Place the battery back into the device. 

Following these steps, the user can restart their device. Once they have restarted their device, enable the wireless connection again.


Device will not activate

If a user is provisioned through the BES Manager but Enterprise Activation fails on the device, the following troubleshooting steps may resolve the issue.

• Check that all BlackBerry services are running. For BES to function properly, all BlackBerry services should be running. There is a known timing issue with BES where if the database service has not started in a timely fashion, other BES services will not start. If the timing issue preventing other BES services from starting consistently occurs, please contact Research in Motion technical support for information about starting the BES services through a start-up script.

• Check to make sure that the wireless carrier has enabled BES service for the device. There is a difference between the available BIS and BES services that are offered by most carriers. A user may need to indicate that they wish to connect their device to the BlackBerry Enterprise Server located in their corporate network.

• Check email routing settings and email filters for that user’s account. The initial stages of Enterprise Activation are performed through email sent from the device to BES and vice versa. If these activation emails are not properly routed to/from that user’s account or if mail filters exist, it may interfere with this process causing activation to fail.

• Verify that the Enterprise Activation password for the user was set and that it has not expired. Sometimes Enterprise Activation credentials are not current or are not set, which causes activation to fail. Also verify that the user is using the correct email address, by comparing their login email with the email listed for the user in the BlackBerry Manager.

• Verify that the user is properly initialized in the BlackBerry Agent. To verify this, open the BlackBerry Agent Logs, which can be found in the daily logs folder for BES. The Agent Logs file contains_MAGT_ in its filename. Search for the user’s email address. If there are errors in the logs regarding initializing the user or opening their message store, then they may not have properly initialized. To resolve this issue, restart the BlackBerry Agent using the following steps.

 a. Shut down the Black Berry Controller Windows service. 
 b. In the Windows Task Manager, wait for BlackBerryAgent.exe and Outlook.exe to shut down. If this process takes more than a minute, you may need to manually shut down these tasks. 
 c. Restart the BlackBerry Controller Windows service. Your BlackBerry Agent is now restarted. 

• Delete and add the user in the BlackBerry Manager. If the Enterprise Activation problems persist, you may want to delete the user from the BlackBerry Manager and add them again. When adding new users, assign an Enterprise Activation password before notifying the user to activate their device.

Duplicate email messages

If a user has previously activated BIS to access their corporate mail, it is possible that activating their device on BES could cause duplicate messages to be delivered to their device. Please contact your carrier for instructions on disabling BIS once it has been set up. The user may be forced to wipe their device before performing the Enterprise Activation against ZCB.


BES set to use the local contacts list instead of the GAL

After an upgrade of BES, Outlook may be set to use local contacts for address resolution instead of GAL.

Error from BES MAGT log:

[40210] (05/21 00:01:57.843):{0x17C4} Failed to Resolve Name in ScanGAL. user: John Smith, hResult: <8004010f>

[40210] (05/21 00:01:57.859):{0x17C4} Failed to Resolve Name in ScanGAL. user: Jane Smith, hResult: <8004010f>

BES set to use the local contacts list instead of the GAL Steps to change Address Book resolution to use GAL

Performing a SOFT reset on the BlackBerry device

Performing a soft reset stops all applications on the BlackBerry device by pressing the ALT+RIGHT SHIFT(CAP)+DELETE keys. A soft reset re-establishes communication between the BlackBerry device and the computer.

--Abhullar


Verified Against: Unknown Date Created: 10/15/2008
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 2010-02-18



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