The following error message appears in the application log or BlackBerry® Messaging Agent log (MAGT) log when starting the BlackBerry® Enterprise Server or BlackBerry® Professional Software:

Service failed to start, generating error 5305.

The BlackBerryAgent.exe process fails to load and BlackBerry smartphone users assigned to the affected BlackBerry Messaging Agent(s) appear in a Not Started state.

• BlackBerry® Enterprise Server for Microsoft® Exchange

The error message might occur for one of the following reasons:

1. "Failed to read 001e6602 reg value from the BlackBerry MAPI profile" appears in the BlackBerry Messaging Agent log file.
2. The Information Store or System Attendant service are not started.
3. A Messaging Application Programming Interface (MAPI) profile was created with a profile wizard.
4. The organization's security settings in the MAPI properties are configured to prompt for a password.
5. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software was deleted.
6. The location of the administration mailbox was not updated.
7. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly.
8. The operating systems are different on the computer hosting the Microsoft Exchange Server and the computer hosting the BlackBerry Enterprise Server or BlackBerry Professional Software.
9. The service account for BlackBerry Enterprise Server or BlackBerry Professional Software does not have access to the Global Address List or the service account is not visible in the Global Address List.
10. The Microsoft Exchange Address Book Service is not started on one or more Exchange 2010 Client Access Servers (CAS).
11. The Client Throttling policy on the Microsoft Exchange Server are incorrect

Cause 1

When the BlackBerry Enterprise Server is installed locally on the Microsoft® Exchange Server, the EnableLegacyProfileConfig trait is not set to True during the installation if the IP addresses contain a zero (for example, 192.168.0.1 becomes 192.168). The installer is prevented from detecting that the BlackBerry Enterprise Server and Microsoft Exchange Server are on the same server. The EnableLegacyProfileConfig trait is not set during the installation because of the truncated IP addresses. The BlackBerry Messaging Agent fails to start, and error code 5305 is displayed. Also, the Messaging Application Programming Interface (MAPI) profile referencing the Global Catalog Server in the registry is either missing or incorrect.

This is caused by a Kerberos™ authentication failure and might also occur when the BlackBerry Enterprise Server is installed on its own server if there are underlying issues related to Kerberos. The same resolution can be applied.

Resolution 1

Follow the steps outlined in KB19074 to resolve this issue.

Cause 2

The Information Store or System Attendant are not started on the Microsoft Exchange Server where the BlackBerry Enterprise Server administration mailbox resides.

Resolution 2

In Services, start Information Store and System Attendant.

Cause 3

A MAPI profile was created with a profile wizard. This can cause the following issues and result in a 5305 error:

• The profile wizard returns more than one mailbox
• The Microsoft Exchange Server does not store the mailbox
• A method of authentication other than Windows NT® Password Authentication is used

Resolution 3

Complete one of the following resolutions:

BlackBerry Enterprise Server 2.0 to 3.6

1. Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
2. Type the correct Microsoft Exchange Server and mailbox names.

BlackBerry Enterprise Server 4.0 to 5.0

1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.

BlackBerry Professional Software

1. Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.

Cause 4

The organization's security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.

Resolution 4

Change the MAPI authentication method to Windows NT Password Authentication.

Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced.

The Logon network security drop-down list should read NT Password Authentication.

To view and edit the MAPI profile, complete one of the following resolutions:

BlackBerry Enterprise Server 2.0 to 3.6

1. Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.

BlackBerry Enterprise Server 4.0 to 5.0

1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.

BlackBerry Professional Software

1. Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.

Cause 5

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software was deleted.

Resolution 5

Re-create or restore the service account from a backup file. For more information on creating a service account, see KB04293.

Cause 6

The location of the administration mailbox was not updated after the service account for BlackBerry Enterprise Server or BlackBerry Professional Software was migrated to a new server. The location has not been updated through directory replication.

Resolution 6

For BlackBerry Enterprise Server 4.0 to 5.0, and BlackBerry Professional Software, run the HandheldCleanup.exe utility using the -u switch. For more information, see KB00140.

Cause 7

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software is not configured correctly in a Microsoft Exchange 2000 or 2003 environment because permissions and group membership for the service account are incorrect or missing.

Resolution 7

Grant the BlackBerry Enterprise Server service account all required permissions and group memberships while avoiding possible conflicts with existing Group Policies. See the BlackBerry Enterprise Server Installation and Getting Started Guide or BlackBerry Professional Software Getting Started Guide for more information.

Cause 8

The operating systems are different on the computer hosting the Microsoft Exchange Server and the computer hosting the BlackBerry Enterprise Server or BlackBerry Professional Software. Microsoft Exchange Server has been upgraded to Windows® Server 2003 with Microsoft Exchange 2003. The BlackBerry Enterprise Server or BlackBerry Professional Software is installed on a computer that is running Windows Server 2000 and Microsoft Exchange 2000 System Manager.

Resolution 8

Install Microsoft Exchange 2003 System Manager on the server hosting the BlackBerry Enterprise Server or BlackBerry Professional Software to upgrade the MAPI subsystem.

Cause 9

The service account for BlackBerry Enterprise Server or BlackBerry Professional Software does not have access to the Global Address List or the service account is not visible in the Global Address List. This is typical in hosted environments where the Global Address List needs to be isolated to separate organizations that buy the hosted services.

Resolution 9

1. Make the service account visible in the Global Address List.
2. Grant the service account unrestricted access to the Global Address List so it can resolve its own mailbox location and those of all BlackBerry smartphone users.

Cause 10

The Microsoft Exchange Address Book Service is not started on one or more Exchange 2010 Client Access Servers (CAS)

Resolution 10:

Ensure the Microsoft Exchange Address Book Service is started and remains started

Cause 11

The client throttling limits that are enabled, limits the amount of concurrent connections from a Messaging Application Programming Interface client to the Microsoft Exchange Server.

Resolution 11

Confirm that the following Throttling Policy limits do not have any associated values assigned:

• CPAMaxConcurrency
• CPAPercentTimeInCAS 
• CPAPercentTimeInMailboxRPC 

To confirm that the above throttling policy values have been removed or are blank with no values, follow the below steps:

1. On a computer that hosts the Microsoft Exchange Management Shell, open the Microsoft Exchange Management Shell.
2. Type Get-ThrottlingPolicy BESPolicy
3. Confirm the value for the above listed policies.

If the CPAMaxConcurrency, CPAPercentTimeInCAS and CPAPercentTimeInMailboxRPC are not set to Null and have actual values, follow the steps below to remove these values:

Modify the BESPolicy to disable the following throttling values:

1. On the Microsoft Exchange Server, click Start > Microsoft Exchange Server 2010 > Exchange Management Shell.
2. Set-ThrottlingPolicy BESPolicy -CPAMaxConcurrency $NULL -CPAPercentTimeInCAS $NULL -CPAPercentTimeInMailboxRPC $NULL
3. Restart the BlackBerry Controller Service.

Important: Restarting the BlackBerry Enterprise Server or its services might delay email message delivery to BlackBerry smartphones.

Note: It might take up to 20 minutes for replication to occur and BlackBerry smartphones to start.

For instructions on how to enable BlackBerry Enterprise Server 5.0 to use Microsoft Exchange Web Services and to configure the throttling policies, please see KB20157

Note: When rebooting multiple BlackBerry Enterprise Servers, restart the BlackBerry Enterprise Servers at different time intervals to reduce the number of MAPI connections and performace impact on the Microsoft Exchange Server.