ZCB and BlackBerry Enterprise Server (BES) Common Issues

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

BES Installation Issues

BES Installation Issues Home Page


Please see BES_Installation_Issues


Troubleshoot Zimbra Mobile Connector for BlackBerry Installation Failures



Troubleshoot Zimbra Mobile Connector for BlackBerry Installation Failures Homepage



Please See Troubleshoot_Zimbra_Mobile_Connector_for_BlackBerry_Installation_Failures


Introduction



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.


References:


Resolution Steps



  1. First, 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.
  2. 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.
    • 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


Verified Against: n/a Date Created: 03/10/2010
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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Blackberry Enterprise Server (ZCB/BES) in a Zimbra Proxy Environment



Blackberry Enterprise Server (ZCB/BES) in a Zimbra Proxy Environment Homepage


Please see Installing_Blackberry_Enterprise_Server_(ZCB/BES)_in_a_Zimbra_Proxy_Environment

Requirements


Currently the Zimbra Proxy server does not proxy requests on Port 7071. The Zimbra Proxy documentations suggests to turn off HTTP SSL on the mailbox servers and offloads it to the Zimbra Proxies, but the proxy servers do not handle 7071 like the mailbox servers do.

ZCB/BES needs Ports 443/8443 and 7071 to work. Until Bug 31053 is resolved to proxy port 7071 you will need to apply the below steps for ZCB/BES to function properly.

Configure BlackBerry Profiles in BES


When creating both BlackberryServer and BlackberryManager profiles, you need to point these to one of the Zimbra Mailstores directly. Also the Mailstore must not be running the Proxy service.

Enable HTTPS on all Mailstores


All Zimbra mailstores need to have HTTPS enabled. We recommend setting the mailstore to use 'BOTH' for mail mode.

To enable https please follow below wiki.

Note: The proxy documentation says that the mailbox server only supports http for zimbraMailMode when used with a proxy server. In this case, you can set the zimbraMailMode to both so the proxy server connects to the mailbox server on port 8080 and the BES server connects on 8443.

The BES server must be able to access *all mailstores* directly on ports 7071 and 443/8443. This is because ZCB uses the Zimbra "waitset()" command, and must be able to directly connect to the mailstore on which each user resides. After retrieving the user location on port 7071, BES/ZCB will connect to port 443 or 8443 on the proper mailstore for each user it syncs.


Related Bugs

Verified Against: unknown Date Created: 8/26/2009
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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Verified Against: Unknown Date Created: 12/22/2010
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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BES User And Device Issues

Bes User And Device Issues Homepage


Please see BES_User_And_Device_Issues


Blackberry Calendar Appointments and Address Book Sync Issues


Blackberry Calendar Appointments and Address Book Sync Issues Homepage


Please see Blackberry_Calendar_Appointments_and_Address_Book_Sync_Issues

Calendar Appointments And Or Address Book Not Syncing


Calendar appointments and/or Address Book sync issues do not sync with Zimbra Server, while messages are syncing normally.

Resolution Steps
  1. Stop Blackberry Controller Service
  2. Start MS Outlook 2007
    • Does it prompts you to choose a profile? If it does not, this needs to be corrected.
      • Make sure the BlackberryManager and BlackberryServer profiles are set to 'Prompt' to choose a profile.
    • Choose the BlackberryServer profile to start Outlook
    • Open one of the user's store experiencing this issue and confirm if Appointments and Address Books are synced in Outlook.

If appointments/contacts are not synced in the Outlook profile see ZCB_and_BES_Logs_-_BlackBerry and provide both ZCB and BES logs to Zimbra Support.

Syncing Of Calendar Takes Long Time


Synchronization of calendar items originated from BB device to ZCS may take long time.

Resolution Steps

If the steps above for Calendar_Appointments_And_Or_Address_Book_Not_Syncing doesn't correct Appointments/Address Book synchronization you'll want to rebuild ZCB.

  1. Stop Blackberry Controller service
  2. Open Windows Task Manager
    • Make sure Outlook.exe and CalHelper.exe are not running. Stop processes if necessary
  3. Open Control Panels - Add/Remove Programs and select Zimbra Connector for BES
    • Choose change option and select option to repair ZCB
  4. Start Blackberry Controller service

Reference:


Verified Against: unknown Date Created: 6/15/2009
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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Blackberry Stops Sync After Updating Outlook To SP2


Blackberry Stops Sync After Updating Outlook To SP2 Homepage


Description Of The Problem


After updating to SP2 Blackberry/ZCB stops syncing data with Devices. You'll need to launch MS Outlook to complete the Office SP2 installation.

When you launch Outlook for the first time after installing Service Pack 2, you’ll get a dialog saying “Preparing Outlook for first use.” This could take a while depending on the size of your mailbox and the amount of items in it. This is because of some changes in the indexes of the zdb-file to improve performance.

Resolution Steps


  1. Stop Blackberry Controller Service
  2. Start MS Outlook 2007
      • Does it prompts you to choose a profile? If it does not, this needs to be corrected.
      • Make sure the BlackberryManager and BlackberryServer profiles are set to 'Prompt' to choose a profile.
    • Choose the BlackberryServer profile to start Outlook
    • Allow Outlook to complete update. You will see the following message 'Preparing Outlook for first use'
    • Open one of the user's store experiencing this issue and confirm if Messages, Appointments and Address Books are synced in Outlook.
    • Stop Outlook and restart BlackBerry Controller service.
Verified Against: unknown Date Created: 7/28/2009
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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.

  1. Shut down the BlackBerry Controller Windows service.
  2. 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.
  3. 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.

  1. Shut down the BlackBerry Controller Windows service.
  2. 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.
  3. 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.

  1. Open up the back of the BlackBerry device.
  2. Remove the battery from the device.
  3. Wait a minute.
  4. 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.

BES Activation Issues



Troubleshoot Zimbra Mobile Connector for BlackBerry Enterprise Activation issues Homepage


Please see Troubleshoot_Zimbra_Mobile_Connector_for_BlackBerry_Enterprise_Activation_issues

Introduction


This article contains information about troubleshooting BlackBerry Enterprise Activation issues. These issues are divided into the following sections:

  • Activation
  • Verifying Encryption
  • Receiving Services
  • Slow Synchronization

Each of these sections contains descriptions, causes, and possible resolutions of common issues.

Shorter Summary Of Issues To Check For 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.

  1. Shut down the Black Berry Controller Windows service.
  2. 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.
  3. 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.

Stage 1 – Activation


1. "Server is not responding" error

The “Activating...” status stops responding for 10 minutes, retrying every 10 minutes with a “Retrying...” status. After 30-40 minutes, the process times out with one of the following messages:

The server is not responding. Please contact your System Administrator. 
OR An error has occurred. Please contact your System Administrator.

Causes for this behavior include the following:

  • An incorrect activation password was entered on the BlackBerry device multiple times.
  • The BlackBerry device user‘s account mailbox is full (if mailbox quota limitation is in place)
  • The messaging server is unable to send or receive messages.
Resolution: To verify that the BlackBerry device user is able to send and receive messages, have the BlackBerry device user send and receive a standard message using the ZWC or ZCO.
  • The wrong email address was entered for activation.
Resolution: Validate the email address entered on the BlackBerry device during the activation process. If necessary, correct the address and retry the activation process.
  • The BlackBerry device user’s message filters are configured to redirect messages from the root Inbox folder to other sub-folders, or the ETP message was moved to an Inbox sub-folder by email filters. As a result, the BlackBerry Enterprise Server (aka ZCB) is unable to access the activation message.
Resolution: Remove any filters that move these messages from the Inbox, verify that the filters in BlackBerry Redirector Settings are set to redirect messages from the Inbox, and retry the activation process.
  • The ETP message was deleted or modified by an anti-virus or message blocking software.
Resolution:
a) Check the messaging server to verify that it is not set to modify or block DAT files. Also, make sure that the blackberry.net domain is not blacklisted.
b) Send the BlackBerry device user a blank DAT file and have it forwarded back to you to check for changes, as a test for modifications.
c) To determine if messages from blackberry.net are blacklisted, have the BlackBerry device user enterprise activate to bbtest@rim.com, then forward the message (after correcting the subject line) back to the BlackBerry device user.
  • The BlackBerry device user account has not been added to the BlackBerry Enterprise Server, or the BlackBerry Enterprise Server administrator account (BESAdmin) does not have permissions to the BlackBerry device user’s mailbox. As a result, ETP messages accumulate in the Inbox.
Resolution: Check that the BESAdmin has been provisioned as a “Global Administrator” and has been assigned “Allow sending email from any address” right correctly on the ZCS Server.
  • The BlackBerry device failed to generate an ETP message.
Resolution: Perform a hard reset of the BlackBerry device or install the latest BlackBerry Device Software version on the BlackBerry device using BlackBerry Application Loader. Then, retry the activation process.
  • The password set by the administrator in BlackBerry Manager or the BlackBerry Enterprise Server Management console was not applied correctly.
Resolution: To verify that the password was applied correctly, close BlackBerry Manager or BlackBerry Enterprise Server Management console and re-open it. Verify the password is still listed under the BlackBerry device user's properties. If the password is not present, verify that the Microsoft SQL permissions are correct, make sure that there are no network connectivity issues to the SQL Server.
  • If a BlackBerry device user forwards messages to another BlackBerry device user, the ETP.dat message is sent to both accounts. When the BlackBerry Enterprise Server scans all BlackBerry mailboxes, it cannot determine which BlackBerry device user is using the BlackBerry device because the ETP.dat message has been sent to two accounts.
Resolution: Remove one BlackBerry device user from the BlackBerry Enterprise Server and add the BlackBerry device user again after the original BlackBerry device user completes enterprise activation. Or, turn off mail forwarding until the original BlackBerry device user has completed enterprise activation.
2. Enterprise activation is stuck on "Activating..."

The BlackBerry device shows that enterprise activation is stuck on Activating...

Causes for this behavior include the following:

  • ETP.dat messages sent from the BlackBerry device to the BlackBerry device user's email address are not making it to the Inbox of their mail client.
Resolution:
a) Check for user-defined filters, spam control, or junk email rules blocking the message from arriving in the Inbox.
b) Confirm that the BlackBerry device has the correct signal type and signal strength to send data traffic. Test Personal Identification Number (PIN) messaging to confirm this.
c) Send a test Enterprise Activation request to an account such as Hotmail or other to verify the ETP.dat is being sent.
  • The BESAdmin account doesn't have the correct permissions to access the BlackBerry device user's mailbox and retrieve the ETP.dat message (the ETP.dat message has to arrive to the Inbox first before the BESAdmin will be notified of its existence)
Resolution: Check that the BESAdmin has been provisioned as a “Global Administrator” and has been assigned the “Allow sending email from any address” right correctly on the ZCS Server.
  • The user agent is not started for the BlackBerry device user attempting enterprise activation. This means there is no agent scanning for messages in the BlackBerry device user's Inbox.
Resolution:The following may restart the agent for the BlackBerry device user:
a) Remove and re-add the BlackBerry device user to the BlackBerry Enterprise Server.
b) Restart the BlackBerry Dispatcher and BlackBerry Controller services.
c) Reboot the BlackBerry Enterprise Server.

Note: Restarting the BlackBerry Enterprise Server will delay message delivery to BlackBerry wireless devices.

  • The enterprise activation was not completed.
Resolution:
a) Check to see that the BlackBerry Policy Service and the BlackBerry Synchronization Service are started.
b) If they have not been started, start them. Restarting these services will allow the activation of the BlackBerry device to be complete.
3. The BlackBerry Enterprise Server has network issues; messaging application programming interface (MAPI) issues or connectivity errors.

Check the Zimbra Mailbox Log (/opt/zimbra/log/mailbox.log), BlackBerry Agent Logs (***- BlackBerryAgent.exe***.log) & BlackBerry Manager Logs (***-SMBbbmgrw32.exe-***.log) for related errors. Fetch these logs and send them to the Engineering Team. Ensure that SOAP logging has been enabled on the ZCS Server and ZCO Logging with “verbose” and “http” options has been enabled on the BES Server.

4. The BlackBerry device is not in an area with sufficient wireless coverage and is in the Activating... or Retrying... state.

Test network connectivity by sending a PIN message.

5. The device is not properly provisioned for enterprise activation on the Wireless Network.

a) Perform a Hard Reset by removing and inserting the battery, and then perform the following to register the BlackBerry device.

  • From the BlackBerry device Home screen, click Options > Host Routing Table. Click the track wheel and select Register Now.
  • Alternately, from the BlackBerry device Home screen click Options > Advanced Options > Host Routing Table. Click the track wheel and select RegisterNow.
  • Check the BlackBerry device for a registration email message confirmation to arrive. Once it does the BlackBerry device should be assigned to the wireless network and may now allow an enterprise activation to occur.

b) A PIN message test can verify if the BlackBerry device is activated for standard wireless data; however, the BlackBerry device might not have been activated for enterprise traffic. c) Contact the wireless (service) provider to verify that the device has been activated for enterprise traffic.

6. ServerConfigHistory table has unfinished tasks

The ServerConfigHistory table might have unfinished tasks for the BlackBerry device user, preventing activation from continuing. This occurs only if the BlackBerry device user was previously added to the BlackBerry Enterprise Server.

Manually run the BlackBerry Configuration Database cleanup agents on the SQL Server to clear these tasks, then activate again.

7. The installation of the BlackBerry Enterprise Server was not performed by BlackBerry service account

The installation of the BlackBerry Enterprise Server was not performed by BlackBerry service account, as specified in the RIM’s BlackBerry Enterprise Server Installation Guide. Therefore, the BlackBerry Enterprise Server may not have the proper permissions to correctly log in to the BlackBerry device user's account. As a result, the enterprise activation will not start.

8. Application Log warning: User <user name> not started.

If the ETP.dat message is not getting picked up by the BlackBerry Enterprise Server and you have already confirmed the permissions are correct, the following warning might appear in the Application Log: User <user name> not started.

Stop and start the Router, Dispatcher, and Controller services in that order. This will force the Controller to assign the BlackBerry device user to an agent and the ETP activation message should be processed several minutes later.


Stage 2 - Verifying Encryption


1.“Activation error: Contact Service Administrator”

On a BlackBerry device using BlackBerry Device Software 4.0 or later, the error message – “Activation error: Contact Service Administrator” appears.

This happens if the BlackBerry Enterprise Server is set to accept only Advanced Encryption Standard (AES) encryption. BlackBerry Device Software 4.0 & later supports only Triple Data Encryption Standard (DES) encryption.

2. "An Error occurred. Please contact your System Administrator"

During activation, it says: "An Error occurred. Please contact your System Administrator"

Check the log for the following log message:

Failed to get password for the ACTIVATION request

If this log message is in the log, the activation password was never set. Set the Activation password and retry activation.

Stage 3 - Receiving Services


Issues that occur when the BlackBerry device displays the Services Received status include the following:

1. Message: "Waiting for Services"

The BlackBerry device stops responding with the message Waiting for Services.

This may occur because the BlackBerry Policy Service is not running, or it cannot send the IT policy or service books to the BlackBerry device. Check if the BlackBerry Policy Service is running, or restart the BlackBerry Policy Service.

2. Activation process terminated due to security restrictions

The BlackBerry device rejects the IT policy pushed from the BlackBerry Policy Service. The activation process is terminated due to security restrictions. Generally, this means that the BlackBerry device has a current IT policy from another BlackBerry Enterprise Server.

If this occurs, have the BlackBerry device user perform a Wipe Handheld (Options > Security Options > General Settings) of the BlackBerry device in order to remove the policy key so the BlackBerry device will not reject a policy from a different BlackBerry Enterprise Server. Then, remove the BlackBerry device user account from the BlackBerry Enterprise Server and add it again.

3. Activation process stops responding due to network connectivity issues or SQL Server errors

The activation process stops responding because the BlackBerry Enterprise Server has network connectivity issues or SQL Server errors. Check the application logs for errors of this nature.

4. Error: “An error has occurred, please contact your system administrator.”

At this stage if the following error message is displayed: “An error has occurred, please contact your system administrator.”

This happens because the Enterprise Service Policy is enabled on the BlackBerry Enterprise Server, and the PIN for this BlackBerry device is not listed in the Enterprise Service Policy list of allowed PINs. Have your PIN added to the list of allowed PINs.


Stage 4 - Slow Synchronization


Issues that occur during the slow synchronization process include the following:

1. Slow sync, with fail on Initializing

Slow synchronization occurs if the BlackBerry Synchronization Service is not running. It will fail on an Initializing status after the wireless calendar synchronization process completes.

Verify the BlackBerry Synchronization Service is running, or try restarting the BlackBerry Synchronization Service.

2. Slow sync, with network connectivity issues or SQL Server errors

The slow synchronization process stops responding because the BlackBerry Enterprise Server has network connectivity issues or SQL Server errors. Check the application logs for errors of this nature.

3. The BlackBerry Synchronization Service does not function because the Microsoft XML Parser (MSXML) is the incorrect version or is not installed.

The BlackBerry Synchronization Service does not function because the Microsoft XML Parser (MSXML) is the incorrect version or is not installed.

Install or update Microsoft XML Parser (MSXML).

4. Slow sync, with content protection enabled

If content protection is enabled on the BlackBerry device, the BlackBerry device might suspend the slow synchronization session.

Disable content protection during the initial activation, or install the latest version of the BlackBerry Enterprise Server (including service pack and hotfixes).

5. Slow sync, with "Disable Wireless Bulk Loads" policy enabled or "Wireless Synchronization" disabled=

The BlackBerry device has the Disable Wireless Bulk Loads policy enabled or Wireless Synchronization is disabled.

Check the BlackBerry device user's current IT policy to see if the BlackBerry device is activated and make sure that Wireless Bulk Loads policy and Wireless Synchronization are not disabled.

6. Slow sync, with lots of simultaneous user activations

If many BlackBerry device users attempt activations simultaneously then a slow synchronization process can take a long time to run or possibly time out, depending on BlackBerry Enterprise Server load and messaging server performance.


Verified Against: n/a Date Created: 3/10/2010
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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.


Verified Against: Unknown Date Created: 12/22/2010
Article ID: https://wiki.zimbra.com/index.php?title=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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=ZCB_and_BlackBerry_Enterprise_Server_(BES)_Common_Issues Date Modified: 03/24/2015



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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: 03/24/2015



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