Enterprise activation process fails after a BlackBerry smartphone user account is added to BlackBerry Manager

Article ID: KB10321

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.0, 4.1 and 5.0 for Microsoft® Exchange
CollapseOverview

After a BlackBerry® smartphone user account is added to BlackBerry Manager, the enterprise activation process cannot complete.

When this occurs, the Windows® Event Viewer application log displays the following messages:

Event Type: Warning

Event Source: BlackBerry Messaging Agent BLACKBERRY Agent 1

Event Category: None

Event ID: 20152

Date: 9/28/2006

Time: 10:20:17 AM

User: N/A

Computer: BLACKBERRY

 

Description:

The description for Event ID ( 20152 ) in Source ( BlackBerry Messaging Agent BLACKBERRY Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: OpenDatabase() failed for <User_Name>.

 

Event Type: Warning

Event Source: BlackBerry Messaging Agent BLACKBERRY Agent 1

Event Category: None

Event ID: 20154

Date: 9/28/2006

Time: 10:20:17 AM

User: N/A

Computer: BLACKBERRY

 

Description:

The description for Event ID ( 20154 ) in Source ( BlackBerry Messaging Agent BLACKBERRY Agent 1 ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: User <User_Name> not started.

CollapseCause

A communication error exists between the BlackBerry smartphone user's mailbox and the BlackBerry Enterprise Server.

or

The user's mailbox is full and the BlackBerry Messaging Agent cannot connect to the user's mailbox.

CollapseResolution

This issue has more than one resolution.

Resolution 1a

Ensure that the Microsoft Exchange messaging server is fully functional and that the information store where the user mailbox resides is online.

Resolution 1b

Verify permissions are set properly for the BlackBerry Enterprise Server service account. For more information, see KB02276.

Resolution 1c

If the user's mailbox was moved to a different Microsoft Exchange Server or mailbox store, see KB00142.

Resolution 1d

If the BlackBerry Enterprise Server or the BlackBerry services were restarted, reset the connection to the Microsoft Exchange messaging server.

Note: Restarting the BlackBerry Enterprise Server delays message delivery to BlackBerry smartphones. For more information, see KB04789.

Resolution 1e

If the user's mailbox is full, users can free space within their Microsoft Exchange profiles, or the Microsoft Exchange administrator can increase the mailbox quota. 

CollapseWorkaround

If a restart of the BlackBerry Enterprise Server is required but cannot be performed at this time, the user may be added to a static mailbox agent as a workaround until a scheduled restart can be performed. See KB12766.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.