Error "User can not be started, ServerDN not defined" is seen in MAGT logs when a BlackBerry smartphone user is added to BAS

Article ID: KB22568

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server Express for Microsoft Exchange
CollapseEnvironment
  • BlackBerry® Enterprise Server 4.1 to 5.0 for Microsoft Exchange
  • BlackBerry® Enterprise Server Express 5.0 SP1 to 5.0 SP3 for Microsoft Exchange
CollapseOverview

When a BlackBerry® smartphone user is added to the BlackBerry Messaging Agent using the BlackBerry Administration Web Console, the BlackBerry user does not start and the following error in the MAGT Logs:

[30463] (05/19 09:02:51.292):{0x1408} User can not be started, ServerDN not defined, user may restart after ScanGAL

[20154] (05/19 09:02:51.324):{0x1408} User Test_User not started.ei

This indicates the BlackBerry smartphone user does not have a ServerDN specified in the UserConfig Table.

When a BlackBerry smartphone user is added to the BlackBerry® Enterprise Server, the BlackBerry smartphone user is added from the information that exists in the MSAdresses Table. This issue occurs if the necessary information is missing such as the ServerName.

CollapseCause

In BlackBerry Enterprise Server 5.0 SP1 for Microsoft Exchange server, when a BlackBerry smartphone user is added to the BlackBerry Enterprise Server, the BlackBerry smartphone user is added from the MSAddresses Table that is imported from the Global Address List (GAL). If the Server Name is missing from the MSAddress table then the BlackBerry smartphone user will be added to the Messaging Agent with no ServerDN and the failed to start error.

CollapseResolution
Once the BlackBerry smartphone user is added, they should wait 12 minutes for ScanGal to start.
CollapseWorkaround
This typically occurs when the BlackBerry smartphone user is recently migrated. To workaround this, either wait 24 hrs for the Mail store ScanGal to occur or select refresh from Company directory in BlackBerry Administration Service to get the updated BlackBerry smartphone user list from the Global Catalog server. This will allow the ability to add the BlackBerry smartphone user from the updated information.

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