"No records were found that match the specified search criteria" appears in the BlackBerry Administration Service console during an attempt to create a BlackBerry enabled user account

Article ID: KB19451

Type: Support Content

Last Modified: 03-14-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 5.0 to 5.0 SP3 for Microsoft® Exchange
  • BlackBerry Administration Service
  • BlackBerry Mail Store Service
  • Microsoft Exchange Server 2003 to 2010
CollapseOverview

When an attempt is made to create a BlackBerry® enabled user account within the BlackBerry® Administration Service web console, one of the following error messages appears:

No records were found that match the specified search criteria.

or

The BlackBerry Administration Service cannot find the records you were looking for. Verify the search criteria you specified and try again.

In the BlackBerry Mail Store Service log (MAST), the following error message appears:

[10000] (09/01 00:00:21.427):{0x196C} MailStoreExchange::RefreshGALUsingMAPI - Error in HrFindExchangeGlobalAddressList, result=0x80004005.
[20000] (09/01 00:00:21.428):{0x196C} [ODBCRecord::DeleteRecord] No rows found to delete. SQL = "DELETE FROM MsAddresses WHERE MailStoreDomainId = ? AND SequenceNumber > ?".
[20000] (09/01 00:00:21.428):{0x196C} [ODBCRecord::DeleteRecord] DATA = "MailStoreDomainId[1] SequenceNumber[56] "

CollapseCause

The Messaging Application Programming Interface (MAPI) profile used by the BlackBerry Mail Store Service contains an incorrect entry for the string value 001e6602 for the dca740c8c042101ab4b908002b2fe182 key.

CollapseResolution

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.

For Microsoft Exchange 2003 and 2007 environments

Verify that the correct global catalog server is listed in the string value 001e6602 for the dca740c8c042101ab4b908002b2fe182 key.

  1. Launch the Windows Registry Editor by navigating to Start > Run, and entering Regedit.
  2. Navigate to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerryServer_MailStoreProfile\dca740c8c042101ab4b908002b2fe182
  3. Verify the global catalog server is listed under the 001e6602 String.

  4. If the dca740c8c042101ab4b908002b2fe182 key or the 001e6602 string is missing, stop the BlackBerry Mail Store Service, and create the missing key or string.
  5. If the value of the 001e6602 string shows the incorrect global catalog server, stop the BlackBerry Mail Store Service, and modify the data by right-clicking it and selecting Modify. Enter the Fully Qualified Domain Name (FQDN) of the correct global catalog server under Value data. Then click OK.
  6. Start the BlackBerry Mail Store Service and attempt to add a BlackBerry smartphone user by refreshing the available user list from the company directory in the BlackBerry Administration Service under Create a BlackBerry enabled user

For Microsoft Exchange 2010 environments

Verify that the correct Client Access Server is listed in the string value 001e6602 for the dca740c8c042101ab4b908002b2fe182 key.

  1. Launch the Windows Registry Editor by navigating to Start > Run, and entering Regedit.
  2. Navigate to HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\BlackBerryServer_MailStoreProfile\dca740c8c042101ab4b908002b2fe182
  3. Verify the Client Access Server is listed under the 001e6602 String.
  4. If the dca740c8c042101ab4b908002b2fe182 key or the 001e6602 string is missing, stop the BlackBerry Mail Store Service, and create the missing key or string.
  5. If the value of the 001e6602 string shows the incorrect Client Access Server, stop the BlackBerry Mail Store Service, and modify the data by right-clicking it and selecting Modify. Enter the Fully Qualified Domain Name of the correct Client Access Server or the pool name under Value data. Then click OK.
  6. Start the BlackBerry Mail Store Service and attempt to add a BlackBerry smartphone user by refreshing the available user list from the company directory in the BlackBerry Administration Service under Create a BlackBerry enabled user.

 

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

 

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