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Old 02-05-2008, 11:17 AM   #1 (permalink)
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Default GAL lookup failure on BES 4.1.4.12

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It seems the last week and a half, my blackberry users have lost the ability to look people up in the GAL on their blackberries. We've done no recent upgrades to either the BES, our Windows 2003 Sp2 or Exchange 2003 SP2 environments but something has caused this functionality to stop working... Any ideas??

Thanks!
Natalie
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Old 02-05-2008, 12:23 PM   #2 (permalink)
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Have a user delete the Desktop[ALP] service book then resend it from the BES. That the service book responsible for GAl lookups. What happens when they try looking up a name? What error do they get?
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Old 02-05-2008, 02:48 PM   #3 (permalink)
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Usually restart of BES services would restore this service.
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Old 02-05-2008, 04:42 PM   #4 (permalink)
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Thank you both for your responses. I've tried deleting and resending the service books, tried restarting the BES services, tried restarting the server as a whole, the problem still persists.. Any other ideas? I'm really at a loss on this one.

thanks!
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Old 02-05-2008, 07:24 PM   #5 (permalink)
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What happens when they try a lookup? Do they get an error? How many users do you have? Is the BES on it's own machine? Is MAPI32.dll the same version on both the BES and Exchange?
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Old 02-06-2008, 10:01 AM   #6 (permalink)
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Nothing happens, it says it can't find the name and I know the name exists in the GAL. No errors at all. There are a bit over 600 users on this server. Yes, the BES is on it's own machine and mapi32.dll versions on both BES and Exchange are 6.5.7638.1.
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Old 02-06-2008, 10:10 AM   #7 (permalink)
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Try this article:

BlackBerry Search Results
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Old 02-06-2008, 10:42 AM   #8 (permalink)
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The LDAP keys don't exist on this installation, nor on the other 3 installations that I've checked.
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Old 02-06-2008, 10:50 AM   #9 (permalink)
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Just wondering, if you try to add a user does the GAL show there? If not re-create the MAPI profiles.

You could create the profile again anyways to rule that out.

Use this article for the profile re-creation:

BlackBerry Search Results

If this don't do it then I'm not sure. Might have to get a better thinking cap, like Think-O-Matic 9000
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Old 02-06-2008, 03:53 PM   #10 (permalink)
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Unfortunately, the new profile did not work either. I'll start searching for the Think-O-Matic 9000 in hopes of finding an answer? Thank you anyway!
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Old 02-06-2008, 06:06 PM   #11 (permalink)
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What about when to try adding a user? Does the GAL show there? Have you tried removing the user, wiping the device and reactivating? Ya never know. Not a solution for everyone but worth a shot.

Also, what version of BES are you running?

I also meant for the thinking cap for myself as I am drawing a blank, lol

Can you resolve one of the users name in the MAPI profile? Just go to the BlackBerry Server Config utility and try to resolve the profile with a different name but click cancel when you're finished.

Is this confirmed to be affecting all users?

Are there any events in the Event Viewer or BES logs? I would check out the MAGT log and search from the bottom up for the user you tested with.
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