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BlackBerry® Enterprise Service 10

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New Contributor
ishandes
Posts: 4
Registered: ‎07-05-2013
My Device: Z10

Blackberry 10 device ask for AD account password from time to time

Hello,

 

We have a Blackberry 10 server setup adn we have about 15 users on it  currently (rest are on the old BES 5 paltform) on a mixture of Z10 and Q10 devices. We are using Exchange 2010 as our mail server. 

 

Al is working fine except a random group of BB10 users would get an error on theis handheld devices saying

"Account not responding" or "Account is not sync". When this error pop up users are not able to send or recive emails.

 

Resolution is to go to Settings -> Accounts -> and then enter the users AD account password.

 

This does not happen to every BB10 user at the same time, but when thsi happens it'll effect a number of of users. Its not always the same group of users either and there's no set time interval between the errors.

 

When this error pop's up users passwords ahve not expiered or accounts locked out. Some of these users have iPads and have their corperate emails set (via active sync) on the device and email works fine in that deviec platform. Which leads me to think the issue is with the new BES 10.

 

At the time this error pops up i get thsi error in the event viewer in the BES10 server

    

=========================================================================================

Log Name:      Application
Source:        BlackBerry MDS Connection Service
Date:          7/4/2013 4:12:33 PM
Event ID:      15000
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      BES_SERVERNAME
Description:
<2013-07-04 16:12:33.316 PDT>:[237851]:<MDS-CS_CTCBES10_MDS-CS_1>:<ERROR>:<LAYER = SCM, null>
========================================================================================

 

 

 

I also see this warning event in exchange server

 

 

 

========================================================================================

Event code: 3005
Event message: An unhandled exception has occurred.
Event time: 6/28/2013 2:03:42 PM
Event time (UTC): 6/28/2013 9:03:42 PM
Event ID: bc202ce809e54caf8604655403e6b3ec
Event sequence: 4418049
Event occurrence: 8422
Event detail code: 0
 
Application information:
    Application domain: /LM/W3SVC/1/ROOT/Microsoft-Server-ActiveSync-1-130058053690000728
    Trust level: Full
    Application Virtual Path: /Microsoft-Server-ActiveSync
    Application Path: C:\Program Files\Microsoft\Exchange Server\V14\ClientAccess\sync\
    Machine name: MAIL_SERVER_NAME
 
Process information:
    Process ID: 4996
    Process name: w3wp.exe
    Account name: NT AUTHORITY\SYSTEM
 
Exception information:
    Exception type: InvalidOperationException
    Exception message: Operation is not valid due to the current state of the object.
 
Request information:
    Request URL: https://MAIL_SERVER_FQDN:443/Microsoft-Server-ActiveSync/default.eas?User=thompson.robin&DeviceId=ApplDMPK5T9RF183&DeviceType=iPad&Cmd=Ping
    Request path: /Microsoft-Server-ActiveSync/default.eas
    User host address: 24.5.36.51
    User: DOMAIN\USER_NAME
    Is authenticated: True
    Authentication Type: Basic
    Thread account name: NT AUTHORITY\SYSTEM
 
Thread information:
    Thread ID: 1
    Thread account name: NT AUTHORITY\SYSTEM
    Is impersonating: False
    Stack trace:    at Microsoft.Exchange.Data.Storage.ExchangePrincipal.get_ServerFullyQualifiedDomainName()
   at Microsoft.Exchange.AirSync.AirSyncUser.get_ServerFullyQualifiedDomainName()
   at Microsoft.Exchange.AirSync.AirSyncUtility.ProcessException(Exception ex, Object thisObject, AirSyncContext context)
   at Microsoft.Exchange.AirSyncHandler.Handler.BeginProcessRequest(HttpContext httpContext, AsyncCallback asyncCallback, Object extraData)
   at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
   at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)
 
 
Custom event details:

=========================================================================================

 

Any help to troubleshoot / resolve this issue is much appriciated.

 

Thanks.

Contributor
marissa32
Posts: 23
Registered: ‎02-28-2013
My Device: Z10

Re: Blackberry 10 device ask for AD account password from time to time

This is BB's recommendation  http://www.blackberry.com/btsc/KB33558

 

We decided to go with this, and it resolved the issue for us:

http://www.z10case.com/2013/02/blackberry-z10-prompts-for-activesync-password.html

 

The issue is caused with a timeout based authentication that affects the active sync.

  • Open the web listener of your ActiveSync rule, go to properties > Forms tab > Advanced, and uncheck “apply session timeout to non-browser clients”.

 

New Contributor
ishandes
Posts: 4
Registered: ‎07-05-2013
My Device: Z10

Re: Blackberry 10 device ask for AD account password from time to time

Thanks Marissa for your input. We do not use TMG instead we use FOPE so there no seperate rules for Actiev Sync.