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Old 08-17-2009, 09:24 PM   #1 (permalink)
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Default User changed name, but BES still using old name

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Hi all

I'm using BES 4.1.6 and Groupwise 7.0.3.

A user recently got married and changed her last name. After making the changes in Groupwise her Blackberry stopped sync'ing.

Looking in the BES Manager, it had correctly updated her name and email address, but the mailbox ID was still showing her previous name. So I deleted her account and added it back in, but I'm still getting the same thing; it's using her old name as the mailbox ID and the logs show it keeps failing to log into the Groupwise mailbox (obviously).

Anyone know why it's still picking up her old name, and how to fix it? I'm wondering whether deleting/recreating her BES account didn't really recreate it as I am under the impression that when you delete an account it doesn't really delete it for sometime and it basically 'restored' her old account when I've added it back in.

Thanks,
Matthew.
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Old 08-17-2009, 11:47 PM   #2 (permalink)
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My understanding is that you need to run "Synchronize GroupWise System Address Book" (GWSystemAddressBookSync.exe) and re-add the new BlackBerry device user with a new name to the BlackBerry Enterprise Server.
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Old 08-18-2009, 02:02 AM   #3 (permalink)
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Quote:
Originally Posted by noname View Post
My understanding is that you need to run "Synchronize GroupWise System Address Book" (GWSystemAddressBookSync.exe) and re-add the new BlackBerry device user with a new name to the BlackBerry Enterprise Server.
Unfortunately not. I just tried that and I'm still getting the mailbox ID as her own name.
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Old 08-18-2009, 03:43 AM   #4 (permalink)
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Try running "GWSystemAddressBookSync.exe" in DOS prompt and see the screen for any errors.
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Old 08-18-2009, 07:15 AM   #5 (permalink)
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Quote:
Originally Posted by noname View Post
Try running "GWSystemAddressBookSync.exe" in DOS prompt and see the screen for any errors.
Heh, you said DOS.
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Old 08-18-2009, 08:18 AM   #6 (permalink)
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Yeah :P

1. Open a command prompt.
2. Change the directory to C:\Program Files\Research In Motion\BlackBerry Enterprise Server\
3. Run GWSystemAddressBookSync.exe.
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Old 08-18-2009, 08:19 AM   #7 (permalink)
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Command Prompt != DOS
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Old 08-18-2009, 06:49 PM   #8 (permalink)
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Quote:
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Try running "GWSystemAddressBookSync.exe" in DOS prompt and see the screen for any errors.
Yeah i get a heap of exception errors saying 'index out of range'. Although there aren't any errors for this particular account.
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Old 08-19-2009, 09:45 AM   #9 (permalink)
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Ok lah, hdawg and penguin3107, you guys win lor... :P

mpreynolds, u wanna copy and paste the results for us to see?
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Old 08-19-2009, 06:22 PM   #10 (permalink)
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Sure noname, here's the results. I've removed the repeating exception errors as they're all the same except for the attribute which changes to names of the addressbook entries it's not liking.

Quote:
[54004] (08:58:18):{0x1298} Starting AddressBook Sync Process
[34412] (08:58:18):{0x1298} Loading MbAddressLookup into hash table
[34402] (08:58:18):{0x1298} Setting MbAddressLookup entries to pending status
[34413] (08:58:18):{0x1298} Get System AddressBook from mail store
[34403] (08:58:22):{0x1298} Parsing System AddressBook DB=725, Approximate GW=10642
[34416] (08:58:22):{0x1298} Exception reading base attributes=;System.Runtime.InteropServices.COMExce ption (0x80020009): Index out of range at System.RuntimeType.ForwardCallToInvokeMember(Strin g memberName, BindingFlags flags, Object target, Int32[] aWrapperTypes, MessageData& msgData) at GroupwareTypeLibrary.DIGWFields.Item(Object Key, Object FldType) at GWSystemAddressBookSync.GWUser.DoWork()
[34411] (09:01:40):{0x1298} Processed 10642 records
[34411] (09:01:40):{0x1298} Summary Types: Users=10581, Companies=0, Groups=38, Resources=21, Unknown=0, Other=0
[34419] (09:01:40):{0x1298} Summary Changes: New Items=0, Modified Items=2, Unchanged Items=546, Duplicate Items Ignored=0, Failure Count=10039, Disabled Count=0
[34404] (09:01:40):{0x1298} Setting Records for Deletion
[34420] (09:01:40):{0x1298} Records marked for deletion=178
[34405] (09:01:40):{0x1298} ADLSync delete status=INACTIVE
[34408] (09:01:40):{0x1298} Updating PIN Values
[34411] (09:01:40):{0x1298} UserConfig - 7 Records, MBAddressLookup - 8 Records
[34424] (09:01:40):{0x1298} Finished updating PINS - 0 records added
[34407] (09:01:40):{0x1298} Completing MbAddressLookup Statuses
[54006] (09:01:40):{0x1298} AddressBook Sync Process Finished
What I don't understand is why it would update the changed users name and email address, but not the mailbox ID.
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Old 08-20-2009, 12:33 AM   #11 (permalink)
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Your issue is related to SDR248170.

Article Title: External Novell GroupWise users do not show up when an address lookup is performed on a BlackBerry smartphone
Article Number: KB16449
Link: View Document

The ADLSYNC log file shows exceptions similar to the following:
{
[34416] (10/10 10:22:54):{0x1AA0} Exception reading base attributes=UserID, UserName;System.Runtime.InteropServices.COMExcepti on (0x80020009): Index out of range at System.RuntimeType.ForwardCallToInvokeMember(Strin g memberName, BindingFlags flags, Object target, Int32[] aWrapperTypes, MessageData& msgData) at GroupwareTypeLibrary.DIGWFields.Item(Object Key, Object FldType) at GWSystemAddressBookSync.GWUser.DoWork()
}
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Old 08-20-2009, 01:28 AM   #12 (permalink)
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Ah cool, well that sound about right as there are an awful lot of external users in the address book.

Although I'm still stuck with this account that's using her old name as the Mailbox id. I just renamed a test account to see if the same thing happens, and sure enough it does. Display name and email address update, but Mailbox remains as the old name.
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Old 08-20-2009, 11:12 PM   #13 (permalink)
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Try adding this reg key, but you will need to shut down BES and stop all services first.

Location: HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry EnterpriseServer\GroupWise
Name: EnsureUserConfigUserNames
Data Type: DWORD
Decimal Values: 1
0 – do not correct existing UserConfig entries
1 – fix any users with a MailboxDN that doesn’t match their UserName

Description: It is set to 0 by default which means it is turned off, however if you set this registry key to anything greater then 0, the ADLSYNC process will then run the following SQL command to update any users who have had their displaynames changed.
{ "UPDATE UserConfig SET MailboxDN = UserName WHERE MailboxDN <> UserName" }.
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Old 08-26-2009, 01:14 PM   #14 (permalink)
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did this fix the issue - I just opened a support case for the exact same problem.
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