BlackBerry® Professional Software and BlackBerry® Enterprise Server Express

[Azzak]

New user to blackberry.

Have 2 existing users already on the BES working fine. Been that way for over a month.

Went to add the new user today and received this message.

The BlackBerry Administration Service was unable to retrieve specific device attributes from the device that is connected to your computer.

I have tested the permissions to be sure nothing has changed ( IEMSTest.exe - Sucessful )

I have phoned into the carrier and had them resend the proper service books.

I deleted the user and re-added the user.

I've wiped the device and reinstalled he OS on the phone.

I'm currently downloading the Service pack 1 MR 2 that was released in July.

The BES is Running on Windows 2008 seperate from the Exchange server with a MAPI client installed. It is running 32 bit windows.

The only real piece of the log I can see that pertains is this.

[30053] (05/06 00:03:10.404):{0x15B8} Retry start for user: /o=xxxxxxxxx/ou=First Administrative Group/cn=Recipients/cn=pcarpenter
[30041] (05/06 00:03:10.404):{0x15B8} Starting handheld for Phil Carpenter
[40704] (05/06 00:03:10.404):{0x15B8} MAPIMailbox::MAPIMailbox ServerDN=/o=xxxxxxxx/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=MERCxx/cn=Microsoft Private MDB, MailboxDN=/o=xxx/ou=First Administrative Group/cn=Recipients/cn=pcarpenter
[40739] (05/06 00:03:10.477):{0x15B8} MAPIMailbox::MAPIMailbox - ResolveName[1] success for DisplayName='/o=xxxxxxxx/ou=First Administrative Group/cn=Recipients/cn=pcarpenter'
[20400] (05/06 00:03:10.480):{0x15B8} {pcarpenter@xxxxx.com} MAPIMailbox::MAPIMailbox - OpenMsgStore (0x80040204) failed, MailboxDN=/o=xxxxx/ou=First Administrative Group/cn=Recipients/cn=pcarpenter, ServerDN=/o=xxxxx/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=MERxx/cn=Microsoft Private MDB
[40720] (05/06 00:03:10.480):{0x15B8} MAPI call failed. Error 'An unexpected error has occurred.', LowLevelError 0, Component 'MAPI 1.0', Context 644
[20154] (05/06 00:03:10.480):{0x15B8} User Phil Carpenter not started
[50079] (05/06 00:03:10.480):{0x15B8} 1 user(s) failed to initialize

Anyone have some ideas for me as to what I can look at / try next.

[knottyrope]

Take a look at this KB

http://www.blackberry.com/btsc/KB20015

Or maybe if a new user, AD had not been replicated yet.

[Azzak]

Thanks I did look at that earlier and  here are the results

License type:	Enterprise
Total number of BlackBerry Enterprise Server licenses:	10000
Number of BlackBerry Enterprise Server licenses used:	3
Number of BlackBerry Enterprise Server licenses available:	9997

the IEMSTest.

Phil Carpenter: Opening message store using
        /o=XXXXX/ou=First Administrative Group/cn=Recipients/cn=pcarpe
nter
        /o=XXX/ou=First Administrative Group/cn=Configuration/cn=Ser
vers/cn=MERCXX/cn=Microsoft Private MDB
Phil Carpenter: Mailbox opened successfully
Phil Carpenter: Root Folder opened successfully
Phil Carpenter: Folder created successfully
Phil Carpenter: Test folder deleted successfully
Phil Carpenter: MAPI test completed successfully
Phil Carpenter: CDO Server Name: MERCXX
Phil Carpenter: CDO Mailbox DN: /o=XXXXX/ou=First Administrative Group
/cn=Recipients/cn=pcarpenter
Phil Carpenter: CDO logon successful
Phil Carpenter: Get default calendar folder successful
Phil Carpenter: Get calendar folder name successful: 'Calendar'
Phil Carpenter: CDO test completed successfully
Phil Carpenter: Active Directory permissions test completed successfully

Any other ideas or possible solutions

Is it possible the phone is bad?

I've been at this now for 6 hours straight and running out of ideas.

[knottyrope]

You have BES Express 5

Try stopping these services in this order:

Blackberry Controller
Blackberry Dispatcher
Blackberry Router

Starting the services in this Order:

Blackberry Controller
Blackberry Dispatcher
Blackberry Router

Let us know how you progress.

Did you have a DC or GC reboot recently?

[Azzak]

Stopping the services and restarting the services seemed to have worked.

I also deleted the user again and left it for the night.

Readded the user and then assigned the device after restarting the services.

The Domain Controller had been restarted 2 weeks ago to answer your question.

Thanks Knottyrope for the help !

/bow

[knottyrope]

Your welcome, gald to hear things are better.

[benburch]

I am been trying to fix this problem for hours and hours....

THANK YOU!!!!!

(RIM - have really got to sort out their product... )

[JDAWG11]

I tried the above and I'm still receiving this error.  Any ideas?  I have my ATT 9700 working fine, but an associate of mine grabbed one from tmobile and I'm having issues getting his device to associate with his account.  I read at one point in time that it had to do with the security features in internet explorer, anyone know what the correct settings should be.

I appreciate the help, this has been caused a huge headache for two weeks now.

[knottyrope]

Ensure the BlackBerry Service Account has access to the BlackBerry smartphone user's mailbox by running IEMSTest.exe. See KB02091 for more information about using the IEMSTest utility.

Apply the Send as, Receive as, and Administer information store permissions to the BlackBerry Service Account as needed.

Note: For additional information on applying the permissions to the service account, please refer to KB02276.

Reload the BlackBerry smartphone user.

[JDAWG11]

Service account has the proper permissions.  I did get some errors during IEMSTest:

-Failed to create a folder in mailbox

-CDO test failed

any ideas?