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Old 11-01-2006, 02:06 PM   #1 (permalink)
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Default Moved user mailbox, broke blackberry

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We recently move a users mailbox from one Information Store to another, and it looks like the Blackberry Server didn't figure out that the mailbox had moved. It stopped sending mail to that users device. I figured the best thing to do would just be to delete that user and start fresh. I added the user back into BES and set a wireless activation password. I try to activate and it takes forever and says the server is not responding. When I look in the event logs on the BES server I see the following:

1. OpenRootFolder - Mailbox::m_pMDB->OpenEntry (0x80004005) failed.
2. {John.Doe@defenseweb.com} MAPIMailbox::Construct - Open Root Folder failed.
3. User John Doe - DefenseWeb Technologies not started

Anyone see these errors before? We are running Version: 4.0.0.110
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Old 11-01-2006, 02:09 PM   #2 (permalink)
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Check your permissions (BES service account) on the new Information Store. Also try running the Handheldcleanup.exe tool with the -u switch to force the BES to rescan the GAL
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Old 11-01-2006, 02:23 PM   #3 (permalink)
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Permissions on the Information Store shouldn't be a problem because we have 12 other Blackberry users on it that aren't having any problems. I ran the HandheldCleanup.exe -u and it logged on to the MS Exchange Settings profile. I'm just going to put the output below. Does this look right?

BlackBerry Enterprise Server Utility - HandheldCleanup.exe, Version 2.0
Copyright (c) Research In Motion, Ltd. 2000-2001. All rights reserved.
Loading ACTIVEDS library functions.
Attempting MAPILogon....
MAPILogon Success.
Opening Default Message Store Berry - DefenseWeb Technologies Inc..
Please Enter BESName: -> john.doe
Scanning handhelds....this may take a while...
Update Handhelds Complete
HandheldCleanup.exe finished
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Old 11-01-2006, 02:36 PM   #4 (permalink)
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If you've users on the information store already and they are functioning fine, then run the IEMSTest.exe against the user that's currently affected. This tool tests whether the BlackBerry Enterprise Server service account can successfully open, write a file to, or delete a file from a userxxx8217;s mailbox. If this fails, it's a permission issue.
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Old 11-01-2006, 02:43 PM   #5 (permalink)
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Opening Default Message Store Berry - DefenseWeb Technologies Inc..
Opening message store for John Doe - DefenseWeb Technologies
....
Private MDB.
John Doe - DefenseWeb Technologies's Mailbox opened successfully.
Root Folder opened successfully.
Folder created successfully.
Test folder deleted successfully.
Test completed successfully for John Doe - DefenseWeb Technologies.


So it looks like it's not having any permissions problems. I'm going to try to do the wireless enterprise activation again when the user gets back from lunch.
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Old 11-01-2006, 02:49 PM   #6 (permalink)
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Also check that the devices' radio is on before you begin the EA. When you do a security wipe it turns off the wireless radio on some devices. Just making sure all the bases are covered.
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Old 11-01-2006, 03:25 PM   #7 (permalink)
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So activation still doesn't work. From the event log on the BES I see about 20 of the MSIInstaller errors below and then the 3 errors about OpenRootFolder failed.

Detection of product '{C89E4D30-0030-4378-9211-05EF956A1940}', feature 'Management', component '{9C4A57AF-9CE6-48F5-BC1E-AC92325BE34A}' failed. The resource 'HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Agents\MAPIProfile' does not exist.

Detection of product '{C89E4D30-0030-4378-9211-05EF956A1940}', feature 'Management' failed during request for component '{FE197757-5677-4257-A9D1-A8BD678903EA}'

Detection of product '{C89E4D30-0030-4378-9211-05EF956A1940}', feature 'USBDrivers' failed during request for component '{E0987959-6DD2-4C96-9402-D00A6AEBF4E5}'

The UserConfigId for PIN 0 is not available.


If I let the handheld sit for long enough, it eventually comes back with an error about the server not responding. I'll post when I get the exact wording.
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Old 11-01-2006, 03:39 PM   #8 (permalink)
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Enterprise Activation on the handheld just gives this error:

The server is not responding. Please contact your System Administrator.
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Old 11-01-2006, 04:02 PM   #9 (permalink)
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Well that does not make sense.....
Is that device active on the wireless network? If it's one of the newer devices, you can simply remove and replace the SIM card. This forces the device to re-authenticate with the providers' network. Silly question...but just trying to make sure.
Did you do a security wipe and not just removed the user and attempted to re-activate? A security wipe remves all previous data from the device including the encryption keys.
Wipe the device first, then delete the user again, run the handheldcleanup tool. Add the user to the BES server and set the activation password (something very simple).
Prior to starting the EA, ensure there's enough coverage (good signal strength) on the device.
Restart the EA process. If this approach doesn't work then try using the wired approach (cradling/plugging into the usb cable).
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Old 11-01-2006, 04:07 PM   #10 (permalink)
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I never did a wipe on the users device, I just deleted their account in the Blackberry Manager. Froma quick google to do a wipe I'd follow the following directions:

Under the Options > Security > Scroll down to Content Protection.
After clicking Content Protection Scroll down and click Wipe Handheld.
The following message will appear:
Warning, all application data will be lost? Email service and other services will be disabled.
Click continue and the devise will have been wiped.


Will this just wipe the Blackberry email stuff or will it mess up other things on their phone, such as stored phone numbers/address book entries? I'm pretty new at this, don't even have a Blackberry myself.
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Old 11-01-2006, 04:19 PM   #11 (permalink)
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A security wipe removes all data from the device. Unless he stored the phone numbers on his SIM card...everthing else will be lost. Unless a backup was done before (using the Backup/Restore utility from Desktop Manager).
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Old 11-02-2006, 07:31 AM   #12 (permalink)
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Quote:
Originally Posted by dev
Well that does not make sense.....
Is that device active on the wireless network? If it's one of the newer devices, you can simply remove and replace the SIM card. This forces the device to re-authenticate with the providers' network. Silly question...but just trying to make sure.
Did you do a security wipe and not just removed the user and attempted to re-activate? A security wipe remves all previous data from the device including the encryption keys.
Wipe the device first, then delete the user again, run the handheldcleanup tool. Add the user to the BES server and set the activation password (something very simple).
Prior to starting the EA, ensure there's enough coverage (good signal strength) on the device.
Restart the EA process. If this approach doesn't work then try using the wired approach (cradling/plugging into the usb cable).

This is the process the worked for me a few months ago. Once the BES rescans and finds the users mailbox at the users new location everything should start working again.
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Old 11-02-2006, 04:17 PM   #13 (permalink)
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Have you tried a DBClean.
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Old 11-03-2006, 03:35 PM   #14 (permalink)
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After doing a security wipe on the device, I removed the user from the Blackberry server, did a handheld cleanup on the user. I then recreated the user account in Blackberry server. I turned on the radio on the device and tried the Enterprise Activation. Still having the same issue in the event log and the device can't connect to the server.

1. OpenRootFolder - Mailbox::m_pMDB->OpenEntry (0x80004005) failed.
2. {John.Doe@defenseweb.com} MAPIMailbox::Construct - Open Root Folder failed.
3. User John Doe - DefenseWeb Technologies not started


I'm going to try connecting through a usb cable to try getting it working that way.
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Old 11-03-2006, 05:55 PM   #15 (permalink)
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I think I found the root of my problem. I found an article that included this:

"Mailbox moves within the same server are not updated by BES and thus messages will not be received by handheld until BES services are restarted. This is because BES scans users mailboxes for changes in the Server DN. Since mailboxes are moved within the same server, BES is unware of the mailbox move. This is by design."

Looks like it's a "feature". We're going to be restarting the services in a maintenance window on Tuesday. I'll update here and let everyone know if that fixes this issue. Thanks for the help so far.
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Old 02-07-2007, 11:31 AM   #16 (permalink)
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I am having the same issue as jstarkel and I notice he never updated as to the result of the service restart.

However, while I am suffering this problem in my office, we have found this is not usually the case. In most offices, these mailbox moves happen without incident to the handheld.

In my office's case, I have found this issue in each and every mailbox move that includes a Blackberry. I do not see mention of jstarkel's BES version; we are on 4.1 and are using tmobile 6230's and 8700g's units.

I have found that to resolve the issue, I send a Reload user to the handheld and a Resend IT Policy a few minutes after that. I sometimes have to repeat this procedure a couple of times.

The handheld (thus far) has come back to life in as little as 10 minutes and as long as four hours.

Frustrating, but now that we are aware of the issue, I know how to manage user expectations.

Paul
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