BlackBerry Collaboration Service fails to remain started with "TlsFailureException" error

Article ID: KB29235

Type: Support Content

Last Modified: 04-21-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 SP3 to SP4
  • BlackBerry Enterprise Service 10 version 10.1 and later
  • BlackBerry Collaboration Service
  • Microsoft Office Communications Server 2007 R2
  • Microsoft Lync 2010 to 2013
CollapseOverview

The BlackBerry Collaboration Service, when configured for use with Microsoft Office Communications Server 2007 R2 or Microsoft Lync 2010, will start, but then stop. When reviewing the BBIM logs, the following error is visible:

<ERROR>:<LAYER = BBIM, [OCSC] TlsFailureException: The operation failed due to issues with Tls. See the exception for more information., ErrorCode=-2146893042, FailureReason = Other, InnerExceptionCertificateInfoNative::AcquireCredentialsHandle() failed; HRESULT=-2146893042>
<DEBUG>:<LAYER = BBIM, [BBCS] Received event, configComplete:>
<DEBUG>:<LAYER = BBIM, {>
<DEBUG>:<LAYER = BBIM, "description": "TlsFailureException: The operation failed due to issues with Tls. See the exception for more information., ErrorCode=-2146893042, FailureReason = Other, InnerExceptionCertificateInfoNative::AcquireCredentialsHandle() failed; HRESULT=-2146893042",>
<DEBUG>:<LAYER = BBIM, "errorCode": 3,>
<DEBUG>:<LAYER = BBIM, "eventName": "configComplete",>
<DEBUG>:<LAYER = BBIM, "sipUri": "configComplete">
<DEBUG>:<LAYER = BBIM, }>
<INFO >:<LAYER = BBIM, [BBCS] BlackBerry OCSConnector configuration complete with error=3, TlsFailureException: The operation failed due to issues with Tls. See the exception for more information., ErrorCode=-2146893042, FailureReason = Other, InnerExceptionCertificateInfoNative::AcquireCredentialsHandle() failed; HRESULT=-2146893042>
<DEBUG>:<LAYER = BBIM, [BBCS] Terminating BCS process using command: net stop "BlackBerry Collaboration Service">
<ERROR>:<LAYER = BBIM, [OCSC] BlackBerry OCSConnector will terminate...>

CollapseCause

The TLS certificate that the BlackBerry Service Account is using is missing the private key.

CollapseResolution

Ensure that the certificate loaded onto the server hosting the BlackBerry Collaboration Service meets the requirements in KB24960.

CollapseAdditional Information

When verifying that the certificate in question contains the private key, it can easily be identified by the key icon both in the certificate store as well as on the General tab when viewing the certificate.

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