Unable to log into Enterprise Messenger Client for Office Communications Server 2007 R2 or Lync 2010

Article ID: KB26429

Type: Support Content

Last Modified: 02-06-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BlackBerry Enterprise IM for BlackBerry 10
  • BlackBerry Client for use with Microsoft Office Communications Server
  • BlackBerry Enterprise Server
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 SP3 to SP4
  • BlackBerry Enterprise Service 10
  • BlackBerry Collaboration Service
  • Microsoft Office Communications Server 2007 R2
  • Microsoft Lync Server 2010 to 2013
  • DT 1115118
  • DT 2976494
CollapseOverview

In a Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 environment, a BlackBerry smartphone user receives Your password was not accepted by the system error message when attempting to sign-in to the Enterprise Messenger client on the BlackBerry smartphone.

To help diagnose this issue, enable DEV level logging as per KB04939.

Reviewing the BlackBerry Collaboration Service logs (BBIM) will show:

Note: This example shows that the account entered Sign-in name and account name on the Enterprise Messenger client.

<DEBUG>:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u4, THREAD = IMLoginJobPool-Thread-1, TAG = 1095390351, EVENT = INCOMING, TYPE = 1, METHOD = onLoginRequest, SERVICEID = 4, ETAG = dummyEtag, SIZE = 378>
<INFO >:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u4, SIP URI = sip:sipaddress@example.com>
<INFO >:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u4, Account = domain\user01>
<DEV >:<LAYER = BBIM, [OCSC] Received request to login with parameters userName=user01, userDomain=domain, sipUri=sip:sipaddress@example.com, availability=3500>
<DEV >:<LAYER = BBIM, [BBCS] Invoked remote OCSC method, login, response received:>
<DEV >:<LAYER = BBIM, {>
<DEV >:<LAYER = BBIM, "errorCode": 11,>
<DEV >:<LAYER = BBIM, "errorText": "User is not an authorized Active Directory user",>
<DEV >:<LAYER = BBIM, "exceptionName": "UserNotAuthorizedException",>
<DEV >:<LAYER = BBIM, "reqId": 2,>
<DEV >:<LAYER = BBIM, "sipUri": "sip:sipaddress@example.com">
<DEV >:<LAYER = BBIM, }>
<WARNG>:<LAYER = BBIM, [BBCS] sip:sipaddress@example.com login exception: UserNotAuthorizedException>
<DEBUG>:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u4, TAG = 70254594, EVENT = OUTGOING, TYPE = 2, METHOD = writeLoginResponse, RESULT = 102, SIZE = 9>

Note: This example shows the same issue, with the same information entered, but is on a server with BlackBerry Enterprise Server 5.0 SP3 MR6 applied.

<DEBUG>:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, THREAD = IMLoginJobPool-Thread-3, TAG = -1117325883, EVENT = INCOMING, TYPE = 1, METHOD = onLoginRequest, SERVICEID = 4, ETAG = dummyEtag, SIZE = 343>
<INFO >:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, SIP URI = sip:sipaddress@example.com>
<INFO >:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, Account = domain\user01>
<DEV >:<LAYER = BBIM, [OCSC] Received request to login with parameters userName=user01, userDomain=domain, sipUri=sip:sipaddress@example.com, availability=3500>
<DEBUG>:<LAYER = BBIM, [OCSC] There was a problem trying to authenticate the user: Object reference not set to an instance of an object.>
<DEV >:<LAYER = BBIM, [BBCS] Invoked remote OCSC method, login, response received:>
<DEV >:<LAYER = BBIM, {>
<DEV >:<LAYER = BBIM, "errorCode": 11,>
<DEV >:<LAYER = BBIM, "errorText": "Couldn't find user in Active Directory",>
<DEV >:<LAYER = BBIM, "exceptionName": "UserNotAuthorizedException",>
<DEV >:<LAYER = BBIM, "reqId": 2,>
<DEV >:<LAYER = BBIM, "sipUri": "sip:sipaddress@example.com">
<DEV >:<LAYER = BBIM, }>
<WARNG>:<LAYER = BBIM, [BBCS] sip:sipaddress@example.com login exception: UserNotAuthorizedException>
<DEBUG>:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, TAG = 2132344834, EVENT = OUTGOING, TYPE = 2, METHOD = writeLoginResponse, RESULT = 102, SIZE = 9>

Note: This example shows that the account only entered Sign-in name on the Enterprise Messenger client.

<DEBUG>:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, THREAD = IMLoginJobPool-Thread-1, TAG = -1117325884, EVENT = INCOMING, TYPE = 1, METHOD = onLoginRequest, SERVICEID = 4, ETAG = dummyEtag, SIZE = 329>
<INFO >:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, SIP URI = sip:sipaddress@example.com>
<INFO >:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, Account = sipaddress@example.com>
<DEV >:<LAYER = BBIM, [OCSC] Received request to login with parameters userName=user01, userDomain=example.com, sipUri=sip:sipaddress@example.com, availability=3500>
<DEV >:<LAYER = BBIM, [BBCS] Invoked remote OCSC method, login, response received:>
<DEV >:<LAYER = BBIM, {>
<DEV >:<LAYER = BBIM, "errorCode": 11,>
<DEV >:<LAYER = BBIM, "errorText": "User is not an authorized Active Directory user",>
<DEV >:<LAYER = BBIM, "exceptionName": "UserNotAuthorizedException",>
<DEV >:<LAYER = BBIM, "reqId": 2,>
<DEV >:<LAYER = BBIM, "sipUri": "sip:sipaddress@example.com">
<DEV >:<LAYER = BBIM, }>
<WARNG>:<LAYER = BBIM, [BBCS] sip:sipaddress@example.com login exception: UserNotAuthorizedException>
<DEBUG>:<LAYER = BBIM, DEVICEPIN = 12345678, USERID = u49, TAG = 2132344833, EVENT = OUTGOING, TYPE = 2, METHOD = writeLoginResponse, RESULT = 102, SIZE = 9>

CollapseCause

Cause 1

The issue surrounds the disconnect between some Domain Name Services (DNS) and Microsoft Active Directory domains.

The BlackBerry Collaboration Service and Microsoft Office Communications Server (or Microsoft Lync Server) pool must be in the same domain. Currently, the BlackBerry Collaboration Service performs a check that uses the domain portion of the Domain Name Services name of the Office Communication Server pool and the Active Directory domain of the service account that the BlackBerry Collaboration Service is using. This check is done via an LDAP call to Active Directory looking for the defaultNamingContext.


Cause 2

There is invalid or incomplete data entered in the Enterprise Messenger client for this Instant Messaging environment.

If the account SIP address is different from their email address and is also different from their Windows Login name, it is required to enter the SIP address, Windows Domain Login, and Password.

CollapseResolution

Resolution 1

Upgrade to BlackBerry Enterprise Server 5.0 SP3 MR8.

Resolution 2

Ensure that all three fields in the Enterprise Messenger Client login screen are filled in correctly.

  • Sign-in name: user01@sipdomain.com
  • User name: WINDomain\logonname
  • Password: *******
CollapseAdditional Information
For more information on the login scenarios with Enterprise Messenger, please refer to: KB04858 – Configuring the BlackBerry Collaboration Service settings.

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