BES Sever And Administration Issues

BES Sever And Administration Issues

The following wiki describes the most common issues that BES administrators run into either with installing or managing their BES server.

BES Sever And Administration Issues Homepage



Please see BES_Sever_And_Administration_Issues

Correct Order To Stop And Start BES Services


Correct Order To Stop And Start BES Services Hompage


Please see Correct_order_to_stop_and_start_BES_services

The Steps To Stop And Start BES Services


This article explains the correct order to start and stop Blackberry Enterprise Server (BES) services for Zimbra Collaboration Suite

Start the Blackberry services in the following order:

  1. Blackberry Dispatcher
  2. Blackberry Router
  3. Blackberry Controller
  4. Blackberry Alert
  5. Blackberry Attachment Service
  6. Blackberry Mobile Data Service
  7. Blackberry Policy Service
  8. Blackberry Synchronization Service

Reverse the order of the services when you stop the services.

Verified Against: Date Created: 8/18/2008
Article ID: https://wiki.zimbra.com/index.php?title=BES_Sever_And_Administration_Issues Date Modified: 2015-03-24



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Editing Debug Assertion - ZCB/Blackberry Enterprise Server Error


Editing Debug Assertion - ZCB/Blackberry Enterprise Server Error Homepage


Please see Debug_Assertion_-_ZCB/Blackberry_Enterprise_Server_Error

Symptom


If you experience a Microsoft Visual C++ Debug Library: Debug Assertion Failed!, you could have issues with the BlackBerryServer profile. You'll get an application popup saying:

Microsoft Visual C++ Debug Library : Debug Assertion
Failed!
Program: ...ch In Motion\BlackBerry Enterprise Server\BlackBerryAgent.exe
File: dbgheap.c
Line: 1143

Resolution Steps


  1. Stop Blackberry Controller services
  2. Start MS Outlook 2007
    • Does Outlook prompts for a profile to be used?
      • If Yes, choose BlackberryServer profile
      • If No, stop, please correct this issue. /Control Panels/Mail. Make sure 'Prompt to choose a profile is selected'
    • If BlackberryServer profile has never started before, please allow MS Outlook to build this profile.
    • At this point you will may see additional Debug Assertion errors, click on retry on each of these to allow MS Outlook to prepare this profile for use.
  3. Once MS Outlook has started with no errors, close Outlook
  4. Start BB Controller service


Verified Against: unknown Date Created: 6/16/2009
Article ID: https://wiki.zimbra.com/index.php?title=BES_Sever_And_Administration_Issues Date Modified: 2015-03-24



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Troubleshooting Zimbra Connector for Blackberry - No Mail Flow On New Server

Troubleshooting Zimbra Connector for Blackberry - No Mail Flow On New Server Homepage


Please see Troubleshooting_Zimbra_Connector_for_Blackberry_-_No_Mail_Flow_On_New_Server

Symptoms



If you are experiencing an issue with no mail flow on a new server, check the log for the following message:

MAPIMailbox::MAPIMailbox(2) - ResolveName[1] failed for DisplayName=

If you find this message, it indicates that ZCB is not resolving GAL users.

Resolution Steps



Use the following steps to troubleshoot this issue:

  1. It could be related to bug 39202.
  2. If the above doesn't work, try the Force GAL Sync button on ZCOLogCtrl.
  3. If all else fails, add problematic users manually in Outlook.


Verified Against: Date Created: 4/1/2010
Article ID: https://wiki.zimbra.com/index.php?title=BES_Sever_And_Administration_Issues Date Modified: 2015-03-24



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Troubleshooting Zimbra Connector for Blackberry - Outlook Crash


The following are common causes of Outlook crashing.

Troubleshooting Zimbra Connector for Blackberry - Outlook Crash Homepage


Please see Troubleshooting_Zimbra_Connector_for_Blackberry_-_Outlook_Crash

Outlook Crash: Faulting Module LSMSSP32.DLL



The symptom of this issue is Outlook crash: faulting module LSMSSP32.DLL. Check for the following log message:

CDO initializing failure in CDO helper
information store could not be opened [MAPI 1.0 -
[MAPI_E_LOGON_FAILED(80040111)]

If you see this log message, EMSMDB32.DLL has been overwritten.

Fix this issue by repairing the ZCB connector.

Outlook Crash When Opening BlackBerryServer Profile



The symptom of this issue is an Outlook crash when opening BlackBerryServer profile. Check for the following log message:

MAPI call failed.  Error 'Errors have been detected in the file C:\Documents and Settings\etc., etc.

If you see this log message, the .zdb file is corrupted.

Fix this issue by repairing the .zdb with Scanpst.exe.


Verified Against: Date Created: 4/1/2010
Article ID: https://wiki.zimbra.com/index.php?title=BES_Sever_And_Administration_Issues Date Modified: 2015-03-24



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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.

User Doesn't Activate - Request Timed Out



After installing BES, you are able to provision the user but the user doesn't activate and you receive the following error message within the #.MAGT.#.log

16-12-2010 14:43:45.705 [4736]: *17* ERROR: Zimbra::Rpc::Connection::SendRequest - failed on 
   WinHttpReceiveResponse(...), Error Code: 12002
16-12-2010 14:43:45.705 [4736]: Zimbra::Store::CWaitRequest::WaitRequestThread. RPC Exception
    - SendRequest failed with Error 0x2ee2. Desc The request has timed out.

Issues to check:

  1. The BlackBerryServer and BlackBerryServer_MailStoreProfile profiles access the besadmin account using port 7071. But when provisioning the accounts the besadmin will log into each account on port 443 using the hostname provided by the mailbox server. The above error will occur when the system is unable to log into the account on port 443.
    • The best way to test if the BESAdmin account is able to access the user's mailbox is by logging into the besadmin account in the administrator client on the BES server (https://mail.domain.com:7071), locate a user that you have provision and attempt to view the mailbox by selecting "View Mail". This should access the mailbox, if not then you will need to identify and resolve the issue. Most likely the URL that is returned does not resolve or port 443 is not accessible.
  2. The BlackBerry services are running in a different account than the BlackBerryServer and BlackBerryServer_MailStoreProfiles profiles were created. The BlackBerry services will only call the profiles within the account that they are running.
  3. Proxy is installed on the ZCS Mailbox server that the ZCB connector is trying to access. The ZCB server can not access a mailbox through a proxy or to a Mailbox server that has proxy installed and running. This is do to bug 33179.
    • http://bugzilla.zimbra.com/show_bug.cgi?id=33179
    • The workaround is to configure the BlackBerryServer_MailStoreProfiles and BlackBerryServer profiles to a mailbox server that does not have proxy configured and setting the zimbraMailMode on the Mailbox server to both. The Mailbox server should be allowed to connect directly to the Mailstore via port 443 and 8443
  4. The account that was used to create a BlackBerryServer_MailStoreProfiles and BlackBerryServer profiles is not a Global admin account. At this time we have not identified a Domain Admin account that has the correct rights to allow the BES admin to function correctly. Because of this, you will need to use a Global admin to create the profiles.

BES In Proxy Environment



The following wiki will guide you on configuring your system in a proxy environment:


The #.MAGT.#.log Is Reporting That It's Unable To Resolve Users



The following is an example of the error :

[30337] (06/13 20:26:18.177):{0x12AC} MAPIMailbox::MAPIMailbox - ResolveName[1] failed for 
    DisplayName='John Smith', trying method #2
[40327] (06/13 20:26:18.177):{0x12AC} ResolveName: Found John.Smith@domain.com in resolve 
    failed cache
[30337] (06/13 20:26:18.177):{0x12AC} MAPIMailbox::MAPIMailbox - ResolveName[2] failed 
    forDisplayName='john.smith@domain.com', trying method #3
[40327] (06/13 20:26:18.177):{0x12AC} ResolveName: Found john.smith@domain.comin  resolve 
    failed cache
[30024] (06/13 20:26:18.177):{0x12AC} MAPIMailbox::MAPIMailbox - ResolveName[3] failed for 
    DisplayName='John Smith', giving up

An issue that occurs with Office Service Pack 2, is that the GAL is removed from the "When sending mail, check names using these address list in the following order:" field within any profiles address books. This issue can occur with any patch to Outlook after SP2 has been installed and can prevent sync with the device. The following are the steps to verify and resolve the issue.

  1. Stop BlackBerry Controller service
  2. Within the BlackBerryServer, go to Tools => Address Book=> Tools => Option
  3. Add the GAL to "When sending mail, check names using these address list in the following order:"
  4. Then restart the controller.

BES Set To Use The local Contacts List Instead Of The GAL


BES Set To Use The local Contacts List Instead Of The GAL Homepage

Please see BES_set_to_use_the_local_contacts_list_instead_of_the_GAL

Doesn't Work After An Upgrade Of BES Or A Windows Update

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

Example error from BES MAGT log:

[40210] (05/21 00:01:57.843):{0x8D0} MAPIMailbox::MAPIMailbox(2) - ResolveName[1] 
    failed for DisplayName='John Smith', trying method #2
[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>
Steps to resolve this issue

  1. Stop BB controller and terminate Outlook.exe from Task Manager if running
  2. Start MS Outlook and choose the ‘BlackBerryServer’ profile when prompted
    • Hit CTRL+SHIFT+B to open up address book dialog.
    • Choose ‘Global Address List’ in combo box and check if GAL is already populated.
      • If GAL is not populated, please force GAL sync using the button on zcb logging control. (/Start/Run/zcologctl)
      • If GAL is populated, it is possible that GAL is not set for resolution.
        • Please go to Tools->Options->Switch to the list box titled ‘When sending mail, check names …’ -> add GAL to the list if it is not there already.
  3. To check if GAL resolution is working, please try to open new ‘compose mail’ dialog, type one of the names that is present in the GAL in edit box located in front of ‘To’ button and then hit CTRL+K
  4. Outlook should underscore the name confirming that it was resolved.
  5. Sync in BES should start function properly once you will confirm that names can be resolved successfully in Outlook as described above.
  6. Stop Outlook and make sure outlook.exe is not running in Task Manager. Terminate if needed
  7. Start BB Controller service
To Permanently Fix Issue

To permanently fix this issue add the below registry entry.

  • HCRU\Software\Zimbra\FixABContainersForGALResolution

In case if value above is set to '1' zcb will fix GAL resolution problem at the time of restart of BB controller.

Reference:


Verified Against: unknown Date Created: 6/2/2009
Article ID: https://wiki.zimbra.com/index.php?title=BES_Sever_And_Administration_Issues Date Modified: 2015-03-24



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Missing GAL


If after configuring the system and the BlackBerry Manager is missing the GAL but the BlackBerryServer_MailStoreProfile contains a full GAL, you will need to force a GAL sync within the BlackBerryManager UI.

You can do this by selecting the following:

BlackBerry Solutions Topology, which is under Servers and Components => BlackBerry Domain => Component View => Email => Refresh Available User List From Company Directory

Error When Trying Refresh Available User List From Company Directory


If you get an error message when trying to "Refresh Available User List From Company Directory" then there is an issue with accessing the BlackBerryServer_MailStoreProfile. If you just restarted the BlackBerry Controller service, you may need to provide time for the service to start completely. If the service is not running, the system will not be able to load the directory. If the BlackBerry Controller service has been running and your are receiving an error, then their could be an issue or corruption with the BlackBerryServer_MailStoreProfile. You will need to stop the BlackBerry Controller service, and try to access the BlackBerryServer_MailStoreProfile. You also could try deleting then recreating the BlackBerryServer_MailStoreProfile profile.

Missing An Address


If the BlackBerryServer_MailStoreProfile is missing an address, you can force a GAL sync by preforming the following:

Start => Run => zcologctl => Force GAL sync

Gal Sync Defaults


The ZCB connector default full GAL Sync is every 7 days.

A delta GAL sync is done ever 30 minutes.

System Just Stopped Syncing


Some issues that could cause the system to just stop syncing are:

  1. If windows auto-updates occurs and updates Outlook, the update will replace the customize dll's. To resolve this you will need to run repair within the add/remove for the ZCB connector. Also if you repair Outlook, you will need to repair the connector after Outlook has been repaired
  2. Corrupted ZDB files. ZDB files are slightly customized PST files and can be corrupted if more than one applications access them at once. The most common applications that can call these files other than the ZCB connector are virus, backup, system monitoring applications, and window search. We recommend disabling these or excluding the folder that contains the ZDB files.
    • If the files are corrupted, you can run the scanpst.exe against the ZDB files to resolve the corruption. The default location for scanpst.exe is:
      • \Program Files\Microsoft Outlook\Office12\Scanpst.exe
  3. If you are running with ZCS 6.0.3 or higher and ZCB 5.0.24 or higher, you now can recreate the profiles without re-provisioning the device. In the newer releases, we now keep the device ID in the users profile on the server.
    • You can view this by going into the users account and selecting:
      • Preferences => Mobile Device and view the device, device ID and status.
    • You can delete a delegated mailbox by doing the following:
      • Stopping the BlackBerry Controller service,
      • Start => Control Panel => Mail => Show Profiles => Select BlackBerryServer profiles => Properties => Data Files =>
      • locate the Profiles you wish to recreate, then select Remove.
      • Restart the BlackBerry Controller service.
    • When recreating a ZDB file for a user who has an ID within their profile, the ZDB file will use the existing ID, which will match the ID within the mysql database of the BlackBerry Server. Because of this the new profile will preserve the device activation information. If the user removes the device from the mobile list or the MySql database becomes corrupted and no Mysql database backups are available for restore, then you will need to re-provision the account, wipe the device/s and re-sync the account/s.

Disk Space Issue


To allow the ZCB connector the ability to emulate an exchange server, we will need to sync 30 days of messages, primary calendar and contacts for the accounts that are provisioned in BlackBerry Manager. We do this by creating a delegated profile within the BlackBerryServer profile. If an account provision is deleted within the BlackBerry Manager, the delegated profile will be removed from the BlackBerryServer profile, but the delegated files will not be deleted within the folder that contains the ZDB files. To free space, the BES Admin will need to go into the profile folder, identify the profiles no longer being used and remove them manually.

If you ran the scanpst.exe utility to repair a ZDB file, the utility allows you to backup the ZDB file before repairing the active file. We recommend removing the backup files after insuring that the repair was successful to free space.

The BlackBerry Manager and ZCB logging can take significant space. The BlackBerry Manager logging creates a new directory each day for it's logs. These logs do not get removed and will consume more and more disk space the longer the system runs. The ZCB logs can quickly consume disk space, it is recommended to only run the ZCB logs when Zimbra Support requests to troubleshoot an issue. If you desire to have the logging running, please point it to it's own drive, so it will not interferer with the server, if the drive becomes 100% filled

You can verify if ZCB logging is enabled by:

Start => Run => zcologctl


Password Change to Global Admin Account


For some environments it is required to change the password to all accounts every know an then. If you change the password to the besadmin account that is used to create the profiles, then you will need to update the passwords to the profiles by selecting:

  • Start => Control Panel => Mail => Show Profiles => Select profile => Properties => Data Files =>
    • Select default profile => settings => change the password.

Tips:

When an account is provisioned a delegated account will be added within the BlackBerryServer profile. If you monitor the folder that contains the ZDB files, you should see a ZDB file created for the user with a size of 264 kb. When the account starts syncing, the size of the ZDB will grow. We recommend waiting until the account is fully sync before activating the account.

Verified Against: Unknown Date Created: 10/15/2008
Article ID: https://wiki.zimbra.com/index.php?title=BES_Sever_And_Administration_Issues Date Modified: 2015-03-24



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