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New Contributor
zanthor
Posts: 9
Registered: ‎01-20-2009
My Device: Not Specified

OpenDatabase() failed for {User} - User stops receiving e-mails

I have a BES setup with 25 users on it, 20 of them working perfectly, 5 having a recurring problem with this error in the event log.  Restarting the BES service gets their e-mail flowing again.

 

Bes 4.1.6.15

Server 2003 SP2

Exchange 2007

 

I've googled this and found several related issues and attempted fixes on them... I have done the following:

 

  • Verified service account permissions against user mailboxes utilizing IEMSTest.exe
  • Verified service account permissions in general.
  • Deleted and reconfigured user account.
  • Wiped and reconfigured phone (all effected users are using Storms, but not all Storms are effected.)
  • Deleted service books on phones and reset.
  • Rebuilt MAPI profile on server.


As this is still happening I was hoping that someone here could point me to another solution or advise that it is time to contact RIM by phone and open a trouble ticket.

 

Thanks,

 

Will

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Forums Veteran I
bbhorrigan
Posts: 2,036
Registered: ‎12-04-2008
My Device: 8900

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Are you using SQL?
******************************************************************


If someone helped you give them kudos. Research all info!
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New Contributor
zanthor
Posts: 9
Registered: ‎01-20-2009
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Yes, SQL Server 2005.  Knew I forgot something.
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BlackBerry Technical Advisor
FaceMan
Posts: 212
Registered: ‎04-01-2008
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Can you post the log lines you are seeing when the user stops working? Also if you look at the application log around the time the user stops working do you see any other warning/errors being logged?
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New Contributor
zanthor
Posts: 9
Registered: ‎01-20-2009
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Event log... 

 

3:25:36 PM    CalICSAgent:: - LoadSyncInfo Create BlackBerrySynch Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - SaveSyncInfo Create BlackBerrySynch Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - LoadSyncInfo Create BlackBerrySynch Folder(0x80004005) failed for firstname.lastname
        CalICSAgent::smileyfrustrated:ynch: Could not reload synchronization state for firstname.lastname
        {firstname.lastname@colorbiotics.com} DoICS() failed: ERR_FAIL
        {firstname.lastname@colorbiotics.com} MAPIMailbox::LoadFolderList - OpenEntry (0x80004005) failed
        {firstname.lastname@colorbiotics.com} LoadFolderList Could not load subfolder for folderID=-3
        {firstname.lastname@colorbiotics.com} LoadFolderList Could not load subfolder for folderID=-1
        {firstname.lastname@colorbiotics.com} ReloadFolders LoadFolderList failed
3:37:36 PM    CalICSAgent:: - LoadSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - SaveSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - LoadSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent::smileyfrustrated:ynch: Could not reload synchronization state for firstname.lastname
        {firstname.lastname@colorbiotics.com} DoICS() failed: ERR_FAIL
        {firstname.lastname@colorbiotics.com} MAPIMailbox::LoadFolderList - OpenEntry (0x80004005) failed
        {firstname.lastname@colorbiotics.com} LoadFolderList Could not load subfolder for folderID=-1
        {firstname.lastname@colorbiotics.com} ReloadFolders LoadFolderList failed
3:43:02 PM    Failed to do progressive image conversion: RES_UnsupportedImageType (1)
3:49:36 PM    CalICSAgent:: - LoadSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - SaveSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - LoadSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent::smileyfrustrated:ynch: Could not reload synchronization state for firstname.lastname
        {firstname.lastname@colorbiotics.com} DoICS() failed: ERR_FAIL
        {firstname.lastname@colorbiotics.com} MAPIMailbox::LoadFolderList - OpenEntry (0x80004005) failed
        {firstname.lastname@colorbiotics.com} LoadFolderList Could not load subfolder for folderID=-1
        {firstname.lastname@colorbiotics.com} ReloadFolders LoadFolderList failed
4:01:37 PM    CalICSAgent:: - LoadSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - SaveSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent:: - LoadSyncInfo Create BlackBerryHandheldInfo Folder(0x80004005) failed for firstname.lastname
        CalICSAgent::smileyfrustrated:ynch: Could not reload synchronization state for firstname.lastname
        {firstname.lastname@colorbiotics.com} DoICS() failed: ERR_FAIL
        {firstname.lastname@colorbiotics.com} MAPIMailbox::LoadFolderList - OpenEntry (0x80004005) failed
        {firstname.lastname@colorbiotics.com} LoadFolderList Could not load subfolder for folderID=-1
        {firstname.lastname@colorbiotics.com} ReloadFolders LoadFolderList failed
4:13:36 pm    {firstname.lastname@colorbiotics.com} CDOCalendar::Initialize(...) - Unable to open free/busy folder
        {firstname.lastname@colorbiotics.com} CalSyncState::smileysurprised:penStateDB - Create BlackBerryHandheldInfo Folder(0x80004005) failed
        {firstname.lastname@colorbiotics.com} MAPIMailbox::smileyfrustrated:etCalendarSyncSupport - MAPIMailbox::smileyfrustrated:etCalendarSyncSupport (0x00000000) failed
        {firstname.lastname@colorbiotics.com} MAPIMailbox::CheckLastChangeTime - Calendar support not available
        {firstname.lastname@colorbiotics.com} MAPIMailbox::smileyvery-happy:oICS - Calendar support not available
        {firstname.lastname@colorbiotics.com} DoICS() failed: ERR_NOT_INITIALIZED
        {firstname.lastname@colorbiotics.com} MAPIMailbox::ConsistencyCheck - Calendar support not available
        {firstname.lastname@colorbiotics.com} ConsistencyCheck() failed: ERR_NOT_INITIALIZED
        {firstname.lastname@colorbiotics.com} MAPIMailbox::GetModifyInProgress - Calendar support not available
        {firstname.lastname@colorbiotics.com} GetModifyInProgress() failed: ERR_NOT_INITIALIZED
        {firstname.lastname@colorbiotics.com} MAPIMailbox::GetDeleteInProgress - Calendar support not available
        {firstname.lastname@colorbiotics.com} GetDeleteInProgress() failed: ERR_NOT_INITIALIZED
        {firstname.lastname@colorbiotics.com} MAPIMailbox::LoadFolderList - OpenEntry (0x80004005) failed
        {firstname.lastname@colorbiotics.com} LoadFolderList Could not load subfolder for folderID=-1
        {firstname.lastname@colorbiotics.com} ReloadFolders LoadFolderList failed
4:14:36 PM    {firstname.lastname@colorbiotics.com} CalSyncState::smileysurprised:penStateDB - Create BlackBerryHandheldInfo Folder(0x80004005) failed
        {firstname.lastname@colorbiotics.com} MAPIMailbox::smileyfrustrated:etCalendarSyncSupport - MAPIMailbox::smileyfrustrated:etCalendarSyncSupport (0x00000000) failed
        {firstname.lastname@colorbiotics.com} CalSyncState::smileysurprised:penStateDB - Create BlackBerryHandheldInfo Folder(0x80004005) failed
        {firstname.lastname@colorbiotics.com} MAPIMailbox::smileyfrustrated:etCalendarSyncSupport - MAPIMailbox::smileyfrustrated:etCalendarSyncSupport (0x00000000) failed
4:25:36 PM    {firstname.lastname@colorbiotics.com} MAPIMailbox::CreateMsgOnDeviceSearchFolder - CreateFolder (0x80004005) failed
        {firstname.lastname@colorbiotics.com} MAPIMailbox::Construct - CreateMsgOnDeviceSearchFolder (0x00000000) failed
        OpenDatabase() failed for firstname lastname
        User firstname lastname not started
        1 user(s) failed to initialize

From the SYNC Log:

[40000] (04/24 16:23:45.979):{0x338} [BIPP] Received status DELIVERED, Tag=51765
[36009] (04/24 16:23:54.011):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:23:54.011):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:24:45.996):{0x354} [BIPP] Ping 59057 sent
[40000] (04/24 16:24:45.996):{0x338} [BIPP] PingResponse 59057 received
[36009] (04/24 16:24:55.059):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:24:55.059):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:25:46.014):{0x354} [BIPP] Ping 59058 sent
[40000] (04/24 16:25:46.014):{0x338} [BIPP] PingResponse 59058 received
[36009] (04/24 16:25:56.061):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:25:56.061):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:26:46.016):{0x354} [BIPP] Ping 59059 sent
[40000] (04/24 16:26:46.016):{0x338} [BIPP] PingResponse 59059 received
[36009] (04/24 16:26:57.063):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:26:57.063):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:27:30.439):{0x338} [BIPP] Received datagram, Tag=8080518
[46042] (04/24 16:27:30.439):{0xF08} [SYNC-DSession] Received 218 bytes from device. [firstname lastname:51, SID=1510381547, SEQ=1/1]
[46052] (04/24 16:27:30.439):{0xF08} [SYNC-DSession] Contain 2 record(s) and 2 command(s) from Backup.Phone Call Logs/DevMgmt.Handheld Agent [firstname lastname:51]
[46031] (04/24 16:27:30.454):{0xF08} [SYNC-DSession] Submit XML request to Backup connector. [firstname lastname:51]
[46031] (04/24 16:27:30.454):{0xF08} [SYNC-DSession] Submit XML request to DevMgmt connector. [firstname lastname:51]
[46037] (04/24 16:27:30.532):{0xE98} [SYNC-DSession] UID Logging: U83886080. [firstname lastname:51, DS=DevMgmt, DB=Handheld Agent]
[46008] (04/24 16:27:30.532):{0xE98} [SYNC-DSession] Send 1 packet(s) with 8 bytes to the device. [firstname lastname:51, SID=1510381547, CLID=37, ECLID=4, TAG=51766, ST=20]
[46019] (04/24 16:27:30.532):{0xE98} [SYNC-DSession] DSession is finished. [firstname lastname:51, SID=1510381547, CLID=37, ECLID=4]
[40000] (04/24 16:27:30.532):{0x354} [BIPP] Send data, Tag=51766
[40000] (04/24 16:27:31.111):{0x338} [BIPP] Received status DELIVERED, Tag=51766
[40000] (04/24 16:27:31.361):{0x338} [BIPP] Received datagram, Tag=8080519
[46042] (04/24 16:27:31.361):{0xEA0} [SYNC-DSession] Received 160 bytes from device. [firstname lastname:51, SID=1510385567, SEQ=1/1]
[46052] (04/24 16:27:31.361):{0xEA0} [SYNC-DSession] Contain 1 record(s) and 1 command(s) from Backup.Phone Call Logs [firstname lastname:51]
[46031] (04/24 16:27:31.361):{0xEA0} [SYNC-DSession] Submit XML request to Backup connector. [firstname lastname:51]
[46008] (04/24 16:27:31.361):{0xEA4} [SYNC-DSession] Send 1 packet(s) with 8 bytes to the device. [firstname lastname:51, SID=1510385567, CLID=38, ECLID=4, TAG=51767, ST=20]
[46019] (04/24 16:27:31.361):{0xEA4} [SYNC-DSession] DSession is finished. [firstname lastname:51, SID=1510385567, CLID=38, ECLID=4]
[40000] (04/24 16:27:31.361):{0x354} [BIPP] Send data, Tag=51767
[40000] (04/24 16:27:31.814):{0x338} [BIPP] Received status DELIVERED, Tag=51767
[36009] (04/24 16:27:58.064):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:27:58.064):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:28:31.815):{0x354} [BIPP] Ping 59060 sent
[40000] (04/24 16:28:31.815):{0x338} [BIPP] PingResponse 59060 received
[36009] (04/24 16:28:59.004):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:28:59.004):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:29:31.832):{0x354} [BIPP] Ping 59061 sent
[40000] (04/24 16:29:31.832):{0x338} [BIPP] PingResponse 59061 received
[36009] (04/24 16:30:00.005):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:30:00.005):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:30:31.850):{0x354} [BIPP] Ping 59062 sent
[40000] (04/24 16:30:31.850):{0x338} [BIPP] PingResponse 59062 received
[36009] (04/24 16:31:01.007):{0x2B4} [SYNC-Gate] Performing user config change check.
[46077] (04/24 16:31:01.007):{0x2B4} [SYNC-Gate] Finished user config change check. No change detected.
[40000] (04/24 16:31:31.867):{0x354} [BIPP] Ping 59063 sent
[40000] (04/24 16:31:31.867):{0x338} [BIPP] PingResponse 59063 received

 

 

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BlackBerry Technical Advisor
FaceMan
Posts: 212
Registered: ‎04-01-2008
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Since its affecting only 5 our of 20 users, is there any difference in how these 5 are setup in the environment when compared to the other 15? Are these users all in the same mail store and different from the other 15 or are all 20 users part of the same mail store? How often does this occur and does it always happen around the same time?

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New Contributor
zanthor
Posts: 9
Registered: ‎01-20-2009
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

There are 25 users total, 5 with problems.  We have a single exchange server, all users preexisted prior to the BES installation and all users were on the same exchange server prior to the BES installation.

 

The outages tend to happen late friday or sometime saturday, our backups of the exchange server and SQL server run every day with no difference in schedules on the weekends... it also just occured to me that the BES isn't being backed up at this time (I'll have to fix that!)

 

All 5 do have the primary e-mail address @colorbiotics.com instead of our default of @beckerunderwood.com, however I have a half dozen other users that meet that criteria with no problems.

 

I have dug long and hard for a commonality here and can't find one!  Three users are local to Ames Iowa, two are remote in different parts of the country. 

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BlackBerry Technical Advisor
FaceMan
Posts: 212
Registered: ‎04-01-2008
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Not sure if this will help or not but you can try enabling LDAPSearch Key on the BES to see if it makes a diffrence. This will force BES to use LDAP instead of MAPI for name resolution.

LDAPSearch

The LDAPSearch entry is used for address resolution only.

  1. Go to the following path in the registry:
    • For BlackBerry Enterprise Server software version 4.0 and later

      HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Agents

  2. Create a new DWORD Value called LDAPSearch and change the entry in the Value data field to 1.
  3. Select the Hexadecimal option.
  4. Press Enter.

I would restart the server if possible after this change. If this doesn't work then i would call BlackBerry Support and have them go through the logs and see what's going on during that time frame.

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New Contributor
zanthor
Posts: 9
Registered: ‎01-20-2009
My Device: Not Specified

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

Just added that, restarting now... we'll see how it pans out.
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Forums Advisor I
bbinmyhart
Posts: 715
Registered: ‎07-02-2008
My Device: Z10

Re: OpenDatabase() failed for {User} - User stops receiving e-mails

[ Edited ]
How big their mailboxes are? It is obviosly an issue between user mailboxes and BES server? Are they all on the same exchange server/store? Do they have an issue in Outlook? Is cached mode enabled in outlook? They use same BES mailbox agent I assume?
Message Edited by bbinmyhart on 04-29-2009 01:54 PM
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