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-   -   Failed to add to the BlackBerry Server (http://www.blackberryforums.com/bes-admin-corner/40898-failed-add-blackberry-server.html)

Juanmitax 07-14-2006 06:24 AM

Failed to add to the BlackBerry Server
 
Environment: Exchange 2000 SP3 in two node cluster active/pasive
BES: 4.0.3.3 running on Windows Server 2000 SP4

Problem: Cannot add an user with mailbox residing on a particular Server in our org.

When we try to add a user we get a popup dialog box:
Title: BlackBerry Enterprise Server Management
Description: Failed to add user Smith, John to the BlackBerry Server. Unable to open mailbox for user. The user's mailbox may have been deleted. ("OK" button).

and an application Event warning:
Event ID: 20000
Source: BESManMMC
Type: Warning
Description: Failed to add user Smith, John to the BlackBerry Server. Unable to open database for user

BES Admin account has read/write access to the user's Exchange server, in fact, I can add another user in the same server without problems.

Somebody helps me?
Many thanks.
Juanma.

gziz 07-14-2006 11:10 AM

if you can add someone else there could be corruption with the user's mailbox.

ashworth 07-14-2006 01:10 PM

You may need to run DBClean.exe for the user that you cannot add to the server. Another good test is to run iemstest for the user, and if that works then it does sound like mailbox corruption.

gziz 07-14-2006 02:22 PM

dbclean wont do anything if this user was never added to the BES.

dbclean will remove the hidden BB folder in the users mailbox that contains the encryption keys.

so if you run dbclean and this user was never on the BES your wasting time.

peace in the mideast.

ashworth 07-14-2006 07:43 PM

But if the user was running desktop redirector then they will still have the hidden folder information in the users mailbox... That is when you need to use DBclean more then when users have been on a BES.

gziz 07-14-2006 08:27 PM

who said he was using redirector?

geek101 07-15-2006 09:13 PM

Ever though of looking at the logs? if your getting MAPI call failures, reboot the BES and retry adding the using. Expected is that you have the "APPROPRIATE" permissions. Please don't say I can add all users.
Make sure the service account is a part of View only admins in exchange and has Send As, Receive As and Administer information store.

jibi 07-16-2006 12:44 AM

Quote:

Originally Posted by ashworth
But if the user was running desktop redirector then they will still have the hidden folder information in the users mailbox... That is when you need to use DBclean more then when users have been on a BES.

Per RIM, dbclean.exe was obsolete with the introduction of BES 4.0. Take that for what it's worth. I still find use for it with some issues (2-3 maximum), but for the most part I have not used it since we upgraded a LONG time ago. In the 3.6 days, it was used quite a bit.

@ Juanmitax, I agree with geek101, check and re-check the permissions according to the required permissions settings in the BES installation guide. I cannot even think about counting the number of times that I've heard 'the permissions are correct' only to find out they aren't.

Are you able to move this user's mailbox to another Exchange store? I had the exact error message a few days when we moved a user's mailbox to our BlackBerry-enabled store (just a single information store with the majority of our BlackBerry users; one of a few that allow the service account its permissions). The move was not completed when the ticket was assigned to me to add the user, and thus the error message. I waited a half hour and was able to add the user.

Another thing you may want to do is an LDIF export (Google LDIFDE if you are unfamiliar with it). You can open this in Notepad (if you have a LOT of users, this could be QUITE memory intensive, and thus Wordpad would be suggested). Once open, you can compare account attributes between that user and another user that is working correctly - especially look for any sort of 'encrypted' (jumbled) text when it should be plain text ...this shows corruption that may not affect normal day-to-day usage but could have an impact on BES interaction with the account. The easiest export command would be:

ldifde -f users.txt -s <domain controller> -r "(objectClass=User)"

Juanmitax 07-17-2006 03:23 AM

Thanks, resolved
 
Many thanks for your replies.
Finally I resolved the problem with mdbvu32.exe, deleting the BlackBerryHandheldInfo root folder for this mailbox user.

Thanks a lot.
Juanma.

ashworth 07-20-2006 04:33 PM

DBClean would have done the same thing... Glad to hear the issue is resolved. :)


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