[amder]

Hi, I'm a new BES admin and have been fighting with this problem for almost 2 weeks now. Any advices or suggestions would be greatly appreciated. Thanks. Below is the timeline.

I installed BlackBerry Prof. Software ver. 4.1.4.19 successfully (or I thought so) on a domain controller running Windows Server SMB 2003. There is only one user, my boss, and the license is the one free license that comes w/every BB. The BB can send and receive Gmail emails with no problems. However, the company emails can only be received but replies will not work--a red "x" appears. Composing and trying to send won't work as well.

After googling for awhile and searching here, I confirmed my boss has "send as" permissions, deleted the CMIME service books (and resent them), resent the It Policy, regenerated the encryption key, and restarted Microsoft Exchange Information Store service. We even tried turning the BB off, removing the battery, and powering it back on. Same thing--a red "x" appears when replying.

I read somewhere a fix was to delete the user from the BPS and created it again. This is where things got worse. I wasn't able to add the user and the error message was something about exceeding licenses. Hence, I used SQL Server Management Studio Express to manually delete the LicenseKeys.dbo. That didn't work so I uninstalled and reinstalled the BPS. This caused a new set of problems. The IT Policy Status shows error. I also read somewhere that I had to reactivate it by "erase data and disable handheld." I did that and now the Disable Handheld Status is stuck in pending.

[Sith_Apprentice]

try a battery pull with the device ON and see if that helps. whenever a battery pull is recommended, the device should be on. leave the battery out for 30 seconds and then put it back in. welcome to the forums.

[amder]

Thanks for the input and welcome. Will try that on Monday when I see my boss.

[amder]

owner finally had time to back up the bb. we wiped it and reactivated it. we're now back at square one :( gmail email works fine and company email can only receive but can't reply or send. any suggestions?

[RadHaz75]

if you open a failed sent message and scroll up to the header, what does it say next to status? this is usually a good indicator of what could be wrong.

[amder]

hi RadHaz, thx for the input. i always overlook that.

it says "desktop email program unable to submit message". i'm currently looking at KB04422. it shows 3 causes. i'll try #1.

[RadHaz75]

domain admin?

[amder]

im new to this so let me draw the active dir users and computers. our it setup a "mybusiness" group instead of the "builtin". in that "mybusiness" is an administration group (in which my boss is under) and a "users" group. so in that adminstration group i did the "send as" permission under security tab and advanced tab. in the "users" group is a "sbsusers" group in which the besadmin was created. does this look right?

i tried #1 which was restart the bb router in services and that didn't work. #2 is something about full mailbox. that's unlikely because all users have the same "store" limit.

[RadHaz75]

is your boss a domain admin. if so check out domain admin send as. don't know if this is your issue or not but its a possible cause

[amder]

just wanted to update this post. we hired an external IT company and they fixed the problem by installing microsoft outlook on the system running the BPS. yes, my boss is a domain admin. that's kind of strange because i remember reading somewhere that outlook shouldn't be installed.

[jeffro01]

You might want to find a different IT company then....

Outlook should never be installed on the same system running BPS or BES as that can and will cause problems down the road.

Jeff

[fadmin]

...or Exchange

[Keyscan]

Originally Posted by amder

just wanted to update this post. we hired an external IT company and they fixed the problem by installing microsoft outlook on the system running the BPS. yes, my boss is a domain admin. that's kind of strange because i remember reading somewhere that outlook shouldn't be installed.

I would definitely continue looking into your issue. You should never have Outlook installed on a messaging application or messaging/collaboration server. It comes with client MAPI 1.0 and *could* cause issues with email reconciliation, among other things.

And in terms of your send as issue, others were right when pointing out the domain admins. There are 9 protected AD groups that can cause this issue, among several other protected Exchange admin groups.

1) For security reasons, your boss should not use their personal account as a domain admin. They should have a separate administrative account that is not associated with their private mailbox.

2) You may need to modify the AdminSDHolder in ADUC to force the send as permission to not be revoked for the user object. Refer to support.microsoft.com/kb/817433 for instructions.

[Larno]

Agreed with Keyspan, I had the exact same issue as you happening with all of the domain admins. Not using our admin AD accounts on our phones wasn't really an option so i did what keyspan has suggested in his option 2) and it totally resolved our issues.

Good Luck

[amder]

sigh. just as you guys expected ... the company email now doesn't work. calendar doesn't work too. gmail still works fine. where should i start? in the meantime, i'll uninstall outlook.

[jeffro01]

The first thing would be to uninstall outlook as you have already done. The next thing would be to tell us what your logs are telling you, application and system. Are your mailbox stores offline? As much info about what is going on in your current system right now would be beneficial.

Jeff

[amder]

sigh, im so stressed now. i haven't uninstalled outlook yet. will there be any adverse effects if i uninstalled ms office outlook 2003? i don't want this to affect the exchange server. last time i checked, i can email out as well as receive emails. i'm a new IT so i don't know what logs to look for and where.

[jeffro01]

So your company exchange email does work?

Is your exchange server on a seperate machine as your BES? Your first post indicated that you installed BPS on your domain controller which was indicated to be Small Bus Edition. So more info on your server setup would be helpful.

To view the log to go Start>Administrative Tools>Event Viewer and look at the Application and System logs and report any warnings or errors.

Also, is there anyone else within your company who is in IT as well?

Jeff

[amder]

im the only IT here. yes, we have one server that does everything, ie bps, crm, and exchange. in regards to the logs:

//// system logs
A lot of "MrxSmb" warnings

//// application logs
Warning: MNGR (descr: [exchangeadaptordll::initialize] failed to open default message store result=0x8004011d)

Warning: MSExchangeIs Mailbox Store (descr: verify that ms exchange mta service has started. consecutive ma-open calls are failing with error 3051)

Warning: BB Policy Service (descr: {xxemailxx pin=xxx, userId=1} requesthandler::sendkeyregenerationrequest:sending key regeneration request to device

[bertiebassett]

hey ander - what country/city are you in - some of us might know a good IT Company in your city, as your previous ones sound pretty hopeless.

Personally I'd prefer to have BES on a separate machine - for 1-2 users I'd remove all elements of BPS from the main server and stick it on a $200 XP Pro machine.