Welcome!

Welcome to the official BlackBerry Support Community Forums.

This is your resource to discuss support topics with your peers, and learn from each other.

Reply
Trusted Contributor
Posts: 184
Registered: ‎09-01-2010
My Device: Not Specified

Outlook BB sync issue "User user@newdomain.com shutting down..."

Hello,

We have Exchange 2010 SP1 and two BES Server one BESx 5.0.1 (we do not manage it) and BESx 5.0.3 MR1

All users had default name@domain.com email format.

@domain.com was recently changed to @newdomain.com

no errors on BES management console and users appears with new domain prefix user@newdomain.com

Now we have problem with one user, he told that his Outlook is not sync, I have found following in MAGT_01

 

40645] (05/08 12:25:10.939):{0x1E54} [BIPPa] Failed to find user for received status, UserId=210, Tag=798496
[30070] (05/08 12:25:10.939):{0x2238} User user@newdomain.com shutting down...
[40637] (05/08 12:25:10.939):{0x2238} {user@newdomain.com} Mailbox Unadvise, Connection=858
[30066] (05/08 12:25:11.139):{0x2238} Total Msgs Pending 74
[30217] (05/08 12:25:11.441):{0x10E0} Restarting account for user...
[30041] (05/08 12:25:11.453):{0x1E5C} Starting handheld for user


[40430] (05/08 12:25:11.491):{0x1E5C} {user@newdomain.com} MAPIMailbox::MAPIMailbox - Mailbox opened on session 0x01754528 (CASxxx.xxx.LOCAL)
[30554] (05/08 12:25:11.497):{0x1E5C} {user@newdomain.com} Exchange version: 14.01.0323.4001
[40153] (05/08 12:25:11.533):{0x1E5C} PMDatabase:Smiley SurprisedpenNamedFolder: opening existing folder 'BlackBerryHandheldInfo'
[40155] (05/08 12:25:11.534):{0x1E5C} PMDatabase:Smiley SurprisedpenNamedFolder: opened an existing folder 'BlackBerryHandheldInfo'
[30068] (05/08 12:25:11.579):{0x1E5C} User user@newdomain.com starting up...
[40637] (05/08 12:25:11.579):{0x1E5C} {user@newdomain.com} Mailbox Advise, Connection=860
[30069] (05/08 12:25:11.580):{0x1E5C} {user@newdomain.com} Mailbox name is User
[40221] (05/08 12:25:11.580):{0x1E5C} {user@newdomain.com} In Cradle timer is 602000

 

Please advised

Guru III
Posts: 32,126
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Outlook BB sync issue "User user@newdomain.com shutting down..."

I found this and it pertains to 5.0.1 BES.

 

When a new user is started, BlackBerry Messaging Agent shows "No Response" and reaches "WaitCount=6"...

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


Trusted Contributor
Posts: 184
Registered: ‎09-01-2010
My Device: Not Specified

Re: Outlook BB sync issue "User user@newdomain.com shutting down..."

I have found something familiar here:

 

http://www.blackberryforums.com.au/forums/microsoft-exchange/11162-enterprise-activation-problem.htm...

 

But I do not know what does it mean

"This error only occurs if BES has been configured in Hosted Environment. All you need to do is go into Active Directory and specify a Company for these users and once it has updated to the Global Address List (GAL) these users can be activated."

 

Guru III
Posts: 32,126
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Outlook BB sync issue "User user@newdomain.com shutting down..."

in a hosted environment you need to assign a company to keep them separated with GAL lookups.

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V


Trusted Contributor
Posts: 184
Registered: ‎09-01-2010
My Device: Not Specified

Re: Outlook BB sync issue "User user@newdomain.com shutting down..."

Sorry for the stupid question, how and where I can assign a company for the user.

There is one Exchange environment with two BES servers.

 

Now I got following records in MAGT_01

Queuing message, RefId=-1403977615, EntryId=22773425, Posted=5/9/2012 9:27:22 AM, Delivered=5/9/2012 9:27:22 AM
[30066] (05/09 09:27:22.833):{0x26C4} Total Msgs Pending 51

Queuing message, RefId=-2483977, EntryId=22773348, Posted=5/9/2012 9:25:36 AM, Delivered=5/9/2012 9:25:36 AM
[30066] (05/09 09:25:36.840):{0x1890} Total Msgs Pending 58

[40913] (05/09 09:31:00.615):{0x54C} {user@newdomain.com} Device XXXXX state: out of coverage

 

Thank you

 

Trusted Contributor
Posts: 184
Registered: ‎09-01-2010
My Device: Not Specified

Re: Outlook BB sync issue "User user@newdomain.com shutting down..."

The user in an area that is intermitten. May be this is the issue?

Guru III
Posts: 32,126
Registered: ‎06-25-2008
My Device:

I'm rockin the BlackBerry PRIV, Passport, Z30, Z10, Q10, BlackBerry Mini Stereo Speaker, 64 gig PlayBook,BT Headset HS-700

My Carrier: I am on AT&T. Please edit your Personal Profile with your DEVICE TYPE, DEVICE OS and Carrier

Re: Outlook BB sync issue "User user@newdomain.com shutting down..."

if user has no signal, no email will get to the users device

 




Click here to Backup the data on your BlackBerry Device! It's important, and FREE!


Click "Accept as Solution" if your problem is solved. To give thanks, click thumbs up
Click to search the Knowledge Base at BTSC and click to Read The Fabulous Manuals

BESAdmin's, please make a signature with your BES environment info.


SIM Free BlackBerry Unlocking FAQ
Follow me on Twitter @knottyrope


Want to thank me? Buy my KnottyRope App here


BES 12 and BES 5.0.4 with Exchange 2010 and SQL 2012 Hyper V