When the BlackBerry Dispatcher, BlackBerry Policy Service, and BlackBerry Synchronization Service are started on the BlackBerry Enterprise Server, the following error message is displayed:

Service failed to start, generating error 5302

The BlackBerry Enterprise Server debug log displays the following lines:

[3] (03/07 12:03:25):{0x31} *** MAPI ***MailboxManager::SubsystemInitialize - AdminServices (0x80070057) 

[4] (03/07 12:03:25):{0x31} *** MAPI ***MailboxManager::SubsystemInitialize - Prompting for MAPI 

[2] (03/07 12:03:25):{0x31} *** MAPI ***MailboxManager::SubsystemInitialize - MAPILogonEx (0x80040102) 

• BlackBerry® Enterprise Server for Microsoft® Exchange
• BlackBerry® Professional Software for Microsoft® Exchange

This issue may be caused by one of the following:

1. The BlackBerry Enterprise Server is trying to access a Messaging Application Programming Interface (MAPI) profile that does not exist.
2. The PDF Vulnerability patch has been applied following the application of Maintenance Release 5.

Cause 1

The BlackBerry Enterprise Server is trying to access a Messaging Application Programming Interface (MAPI) profile that does not exist.

Resolution 1

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows® operating system. Document and back up the registry entries prior to implementing any changes.

Point the BlackBerry Enterprise Server service to an existing MAPI profile by completing the following the steps:

1.  Log in to the BlackBerry Enterprise Server using the BlackBerry Enterprise Server administration account (for example, BESAdmin).

2.    Open the Registry Editor by clicking Start > Run, type regedit and click OK.

3.    Locate the MAPIProfile registry entry in one of the following locations:

·         For BlackBerry Enterprise Server software version 2.1 and earlier, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry

·         For BlackBerry Enterprise Server software versions 3.5 and 3.6, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Servers\<BlackBerry_Enterprise Server_name>

·         For BlackBerry Enterprise Server software versions 4.0 and 4.1, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Agents

·         For BlackBerry Enterprise Server software versions 5.0, go to HKEY_CURRENT_USER\Software\Research In Motion\BlackBerry Enterprise Server\Agents

·         If the registry path does not exist, run a repair of the BlackBerry Enterprise Server software from the Control Panel through the following steps: 

a.     Open Add/Remove Programs.

b.    Select BlackBerry Enterprise Server.

c.     Select Click here for support information.

d.    Select Repair while logged in with the BlackBerry Enterprise Server administration account.

e.    After the installation process is complete, in Microsoft Windows Services, start the BlackBerry Enterprise Server services.

4.  In the MAPIProfile registry entry, the Value data field displays the name of the MAPI profile. Record this name.

5.    In the Registry Editor, go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\<profile_name> where <profile_name> is the name of the MAPI profile that was recorded in step 4.

6.    If the <profile_name> registry entry exists, proceed to step 10.  If the <profile_name> registry entry does not exist, stop the BlackBerry Enterprise Server services, and close the BlackBerry Manager if it is running.

7.    In the Registry Editor, go to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles

8.    Right-click the Profiles folder, then click Export. Give the backup file a name and then save.

9.    To create a new MAPI profile, perform the steps for the appropriate version of the BlackBerry Enterprise Server.

BlackBerry Enterprise Server 2.1

Go to Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile.
Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server administration mailbox name.
Click Check Name.
Click Apply > OK.

BlackBerry Enterprise Server 3.5 and 3.6

Go to Start > Programs > BlackBerry Enterprise Server > Edit MAPI Profile for.
Perform the following tasks for each MAPI profile:
Select the profile.
Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server service account mailbox name.
Click Check Name and verify that the profile resolves.
Click Apply > OK.
 
BlackBerry Enterprise Server 4.0

Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
On the BlackBerry Server tab, click Edit MAPI Profile.
Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server service account mailbox name.
Click Check Name.
Click Apply > OK.

BlackBerry Enterprise Server 4.1

Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
On the BlackBerry Server tab, click Edit MAPI Profile.
Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server service account mailbox name in the appropriate fields.
Click Check Name. The service account name will now be underlined.
Click Apply > OK.
To create the BlackBerry Manager profile, click Start.
Click BlackBerry Enterprise Server.
Click Edit MAPI Profile.
Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server service account mailbox name in the appropriate fields.
Click Check Name. The service account name will now be underlined.
Click Apply > OK.

BlackBerry Enterprise Server 5.0

Go to Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
On the BlackBerry Server tab, click Edit MAPI Profile.
Type the name of the Microsoft Exchange Server and the BlackBerry Enterprise Server service account mailbox name.
Click Check Name.
Click Apply > OK.

10. In the MAPI Profile window, type the BlackBerry Enterprise Server administration account mailbox (for example, BESAdmin) and the Microsoft Exchange Server name. Verify that the entries resolve successfully.

11. In Windows Services, restart BlackBerry Enterprise Server services (if the services are stopped from step 6).

12. Make sure all BlackBerry services except the BlackBerry Attachment Service are logged on as the BlackBerry Enterprise Server service account (i.e. BESAdmin). Also make sure that all BlackBerry Enterprise Server services are started except BlackBerry Database consistence service.

Important: Restarting certain BlackBerry Enterprise Server services will delay email message delivery to BlackBerry smartphones. For more information, see KB04789.

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Cause 2

The PDF Vulnerability patch has been applied following the application of Maintenance Release 5.

Resolution 2

1. Log in to the BlackBerry Enterprise Server using the BlackBerry Enterprise Server administration account (for example, BESAdmin).

2. Run the Maintenance Release 5 installer again.

If recreating the MAPI is still causing error 5302 in the logs, the BlackBerry Enterprise Server service account should be changed.  For instructions, see KB04293.

For more information on BlackBerry Enterprise Server service errors, see KB04099.

Warning

• Do not recreate the MAPI profile on a BlackBerry® Enterprise Server that is connected to a Zimbra™ mail server or a Google® apps mail platform. Doing so is unsupported and might result in having to reinstall the BlackBerry Enterprise Server.