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Old 04-10-2008, 07:10 AM   #1 (permalink)
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Default Address lookups have stoped working for a few users, Please help

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This is my first post,

We have a blackberry enterprise server connecting to Exchange 2003,
It was all running ok until recently, 3 users can no longer do address lookups when they send an email from their device to the GAL. It could be more users but only 3 have reported it. I have very limited knowledge on BES but can anyone point me in the right direction on how to resolve this.

i have already read about a Registry key called AllowAddressLookup = 1 and i have added this and restarted the services but this did not fix the problem.

Old 04-10-2008, 09:16 AM   #2 (permalink)
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What version of BES? You can try resending the service books.
Old 04-10-2008, 11:49 AM   #3 (permalink)
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Restart of BES services or server itself usually solves it.
Old 04-10-2008, 11:54 AM   #4 (permalink)
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have had this happen to my users before. For us, it typically comes along with the BB Browser not cooperating. Called RIM on it. They had me stop the Policy & Synch services & restart them. Most of the time this will take care of it. If the services don't do the trick, then I have to stop BES & reboot the server.

I've also found that lookups fail (sometimes) when a user needs a new encryption key generated.
Old 04-12-2008, 12:34 AM   #5 (permalink)
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Look in your Application Logs (Event Viewer) and see what errors are being thrown for those 3 users.

Provide some environments about your machine that the BES is running on. (OS, Version numbers, etc.)

Provide an approximate time this started happening.

Did anything change in the environment prior to the users losing access to GAL lookups?
Even if you think it is a minor change, it could have an impact.
Old 04-14-2008, 05:31 AM   #6 (permalink)
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I would first establish if this affects all users or just a few. Test the lookup feature on your blackberry if this works for you but fails for the the 3 users.

Get the user to goto Options > ADvanced Options > Service books on the blackberry
Scroll to DESKTOP [ALP] Which is the desktop Active Lookup protocol and delete.

From the bes server
Right click the user in question > IT Admin > Resend Service book.

Then right click the users properties > It Admin and click Refresh status. keep clicking refresh until Service book was sent successfullly.

Then get the user to test lookup again..

PS If you want you can just resend the service books without getting the user to delete them.

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