Unable to re-add a deleted BlackBerry user account to the BlackBerry Administration Service

Article ID: KB18404

Type: Support Content

Last Modified: 11-25-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BlackBerry Enterprise Server 5
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry Enterprise Service 10
  • BlackBerry Device Service
  • BlackBerry Enterprise Server 5.0
  • BlackBerry Enterprise Server Express 5.0
CollapseOverview

After deleting a BlackBerry user from the BlackBerry Administration Service, the same account is not available to be added back to the BlackBerry Administration Service by searching for the email address or display name.

When a user is deleted in the Blackberry Administration Service console, the user is queued for removal from the BlackBerry Enterprise Server services. If the user account remains in a queued state, not all of the account information is deleted from the BlackBerry Configuration Database and the user consumes a Client Access License (CAL) key.

The following error might appear after deleting a user (Create User and search for a specific BlackBerry smartphone user):

BlackBerry Administration service cannot find the record you are looking for. Verify the search criteria you specified and try again 


To verify if BlackBerry smartphone users are queued for deletion, perform the following steps:

For BlackBerry Enterprise Server 5.0 and 5.0 SP1

  1. Under BlackBerry Solution Management, expand User.
  2. Click Manage Users.
  3. In the Search for Users menu, click Advanced search.
  4. In the Email criteria section of the Search for Users box, find the Queued removal of BlackBerry services drop-down list and click True.
  5. Click Search.
  6. User accounts that are pending deletion, but the process has not completed, will be displayed.

The user can be purged from the database or removed immediately from the BlackBerry Enterprise Server services by performing the following steps:

  1. Click the Display name of the user that is displayed when searching for users that are queued for removal of BlackBerry Enterprise Server services.
  2. Click Immediate removal of BlackBerry services.

For BlackBerry Enterprise Server 5.0 SP2 to 5.0 SP4

  1. Under BlackBerry Solution Management.
  2. Click Manage Users.
  3. Click View more criteria.
  4. In the Email criteria, find the Queued removal of BlackBerry services drop-down list and select Yes.
  5. Click Search.
  6. User accounts that are pending deletion, but the process has not completed, will be displayed.

For BlackBerry Enterprise Service 10

  1. Under BlackBerry Solution Management.
  2. Click Manage Users.
  3. Click View more criteria.
  4. In the Device criteria, find the Device Status drop-down list and select Pending delete.
  5. Click Search.

Or use:

  1. Under BlackBerry Solution Management.
  2. Click Manage Users.
  3. Click View more criteria
  4. In the User criteria, find the Queued to delete the user drop-down list and select True.
  5. Click Search.

The user can be purged from the database or removed immediately from the BlackBerry Enterprise Server services by performing the following steps:

  1. Click the Display name of the user that is displayed when searching for user accounts that are queued for removal of BlackBerry Enterprise Server services.
  2. Click Immediate removal of BlackBerry services.
CollapseAdditional Information

Note: In BlackBerry Enterprise Server 4.1, Queued removal of BlackBerry services is referred to as Users Pending delete, and Immediate removal of BlackBerry services is referred to as Purge User.

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