BlackBerry® Enterprise Solution

[ralfeus]

Hi

I have BES 5 and mailboxes at Exchange 2010

Regularly users (may be not all but always many and always different) complain they can't send mails from their devices. I didn't find anything wrong in logs (but probably badly checked).

Always restart of all BES services helps. But of course it's not a solution. 

I searched through internet but found only solutions related to certain users, which not the case for me. 

What can be a cause at the BES server side?

[knottyrope]

I would start wth teh MAGT or MAST log.

default location :\Program Files\Research In Motion\BlackBerryEnterprise Server\Logs

Also look in event veiwer to seef if any errors or warnings pertain to your issue

Please post back the log info minus personal info

to isolate an affected user on a static messaging agent , then look for the MAGT log for that agent (while trying to send/receive messages). The format you'll be looking for is:

BESName_MAGT_##_yyyymmdd_####.txt

Where the first pair of digits are the Agent ID you set.

Hopefully you did the throttle policy on exchange an on any 2008 domain controller which usually can cause it.

[ralfeus]

As "checked logs" I meant exactly MAGT. I've filtered one of affected users and went through entries but didn't find anything suspisious.

Throttling policy is set properly.

[knottyrope]

run this test on the affected user

http://docs.blackberry.com/en/admin/deliverables/25747/Verify_Win_account_access_to_Exchange_usrs_61...

Double check permission according to this

KB02276 - Assigning permissions for a BlackBerry Enterprise Server service account

KB15582 - BlackBerry Enterprise Server might not work correctly in Microsoft Exchange environments w...

What is the BESAdmin service account?
http://supportforums.blackberry.com/t5/BlackBerry-Enterprise-Solution/What-is-the-BESAdmin-service-a...

[ralfeus]

There are too many affected users (over 1000). I can't test each of them. 

[knottyrope]

test a few of the affected please and post back the results

or zip the logs and send to my email knottyrope @ gmail com

[ralfeus]

Ok, I'll need to wait the issue to reoccur. Then I'll get back.
Thank you

[ralfeus]

> run this test on the affected user

D:\Research In Motion\BlackBerry Enterprise Server\Utility>IEMSTest.exe
BlackBerry Enterprise Server Utility - IEMSTest.exe (IExchangeManageStore), Version 1.0
Copyright (c) Research In Motion, Ltd. 1999. All rights reserved.
Opening Default Message Store Mailbox - BlackBerry Enterprise Service
UserName: Opening message store using
<User legacyExchangeDN>
/o=EXCHANGE/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=CASarray01.domain.com/cn=Microsoft Private MDB
UserName: Mailbox opened successfully
UserName: Root Folder opened successfully
UserName: Folder created successfully
UserName: Test folder deleted successfully
UserName: MAPI test completed successfully
UserName: CDO Server Name: CASarray01.
UserName: CDO Mailbox DN: <User legacyExchangeDN>
UserName: CDO logon successful
UserName: Get default calendar folder successful
UserName: Get calendar folder name successful: 'Kalender'
UserName: CDO test completed successfully
UserName: Active Directory permissions test completed successfully
UserName: Initializing EWS Proxy... successful
UserName: Configuring User... successful
UserName: EWS calendar find request... failed
D:\Research In Motion\BlackBerry Enterprise Server\Utility>

I have double checked permissions set according to article KB02276- everything is ok.

[knottyrope]

maybe this is an issue if you did not allow enough connections

Issues with the BlackBerry Enterprise Server when using a Windows Server 2008 Global Catalog Server ...