"User <user_name> not started" is displayed in the application log or BlackBerry Messaging Agent logs

Article ID: KB13842

Type: Support Content

Last Modified: 05-08-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 5.0 for Microsoft Exchange
  • BlackBerry smartphones
CollapseOverview

The BlackBerry smartphone user can not send or receive email, or are unable to complete an enterprise activation process over the wireless network. The following error message will appear:

In the Windows Event Viewer application log:

  • User <user_name> not started

In the BlackBerry Messaging Agent logs (MAGT):

  • [20154] (01/01 01:01:01.001):{0x1194} User <user_name> not started
CollapseCause

The service account < BESAdmin> does not have sufficient permissions to the BlackBerry smartphone user's mailbox.

CollapseResolution

To resolve this issue, complete the following steps:

  1. Ensure the service account has access to the BlackBerry smartphone user's mailbox by running IEMSTest.exe, see KB31053.
  2. Apply the Send As, Receive As, and Administer Information Store permissions to the service account as needed.
     
    Note: For additional information on applying the permissions to the service account, see KB02276.
     
  3. Restart the BlackBerry Controller Service.

Important: Restarting the BlackBerry Controller or BlackBerry Dispatcher delays email message delivery to BlackBerry smartphones. For information on delays in email message delivery when BlackBerry Enterprise Server services are restarted, see KB04789.

CollapseAdditional Information

Check the BlackBerry Messaging Agent (MAGT) and BlackBerry Dispatcher (DISP) log files to troubleshoot the issue. The log files are usually located at the following file path:

<drive>:\Program files\Research In Motion\BlackBerry Enterprise Server\logs\<YYYYMMDD>.

Note: Search the log files using the Simple Mail Transfer Protocol (SMTP) address for the user account. For example, to find entries about  <username>, search for username@domain.com

This issue can be identified in the BlackBerry Mailbox Agent log file, for example: <servername>_MAGT_<##>_<datestamp>_#.txt

{User@Company.com} MAPIMailbox::MAPIMailbox - Mailbox opened on session 0x02271090 (<ExchangeServerName>)
{User@Company.com} MAPIMailbox::CreateSearchFolder - Open folder failed (0x80070005) failed
{last name, first name} MAPIMailbox::GetSearchRootFolder - CreateFolder(1) (0x80070005) failed
{last name, first name} MAPIMailbox::~MAPIMailbox - DeleteAllDeviceSearches (0x00000000) failed
MailboxManager::CloseMailboxSession - closing session
User <last name, first name> not started

In this case, the Administer Information Store permission has either not been assigned to, or has been removed from, the Microsoft Exchange Information Store.

A permission issue might exist if the addition of a new BlackBerry smartphone user who is also assigned to the same Microsoft Exchange Information Store as the affected user results in the same behavior.

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