BlackBerry Collaboration Service starts, then stops with "There was an issue getting the trusted Service"

Article ID: KB33091

Type: Support Content

Last Modified: 02-20-2014

 

Product(s) Affected:

  • BlackBerry Enterprise IM for BlackBerry 10
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Domino
  • BlackBerry Enterprise Server for Microsoft Office 365
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 SP3 to SP4
  • BlackBerry Enterprise Service 10 version 10.1 to 10.2
  • BlackBerry Collaboration Service
  • Microsoft Office Communications Server 2007 R2
  • Microsoft Lync 2010 to 2013
CollapseOverview

The BlackBerry Collaboration Service for BlackBerry Enterprise Server 5.0 SP4 starts, but then stops. Reviewing the BBIM logs shows:

<2012-11-05 16:03:56.080 EST>:[84]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,        "autoProvision": true,>
<2012-11-05 16:03:56.080 EST>:[84]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,        "imsubtype": 4,>
<2012-11-05 16:03:56.080 EST>:[84]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,        "loadBalanced": false,>
<2012-11-05 16:03:56.080 EST>:[84]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,        "logLevel": 4,>
<2012-11-05 16:03:56.080 EST>:[84]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,        "ocsConnectionPoolSize": 10,>
<2012-11-05 16:03:56.080 EST>:[84]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,        "ocsHost": "extpool2.exteast.extroot.com",>

<2012-11-05 16:03:58.846 EST>:[132]:<BBIM_LMT-BBIM-2008_BBIM_3>:<ERROR>:<LAYER = BBIM, [OCSC] Error creating Trusted Application pool: Object reference not set to an instance of an object.>

<2012-11-05 16:03:58.861 EST>:[138]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,    "description": "There was an issue getting the trusted Service",>
<2012-11-05 16:03:58.861 EST>:[138]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,    "errorCode": 3,>
<2012-11-05 16:03:58.861 EST>:[138]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,    "eventName": "configComplete",>
<2012-11-05 16:03:58.861 EST>:[138]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM,    "sipUri": "configComplete">
<2012-11-05 16:03:58.861 EST>:[138]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM, }>
<2012-11-05 16:03:58.877 EST>:[139]:<BBIM_LMT-BBIM-2008_BBIM_3>:<DEBUG>:<LAYER = BBIM, [BBCS] OCSConnector error output reader closed>
<2012-11-05 16:03:58.893 EST>:[140]:<BBIM_LMT-BBIM-2008_BBIM_3>:<ERROR>:<LAYER = BBIM, [OCSC] There was an issue getting the trusted Service>
<2012-11-05 16:03:58.893 EST>:[143]:<BBIM_LMT-BBIM-2008_BBIM_3>:<INFO >:<LAYER = BBIM, [BBCS] BlackBerry OCSConnector configuration complete with error=3, There was an issue getting the trusted Service>

CollapseCause
When the Microsoft Office Communications Server component of the BlackBerry Collaboration Service attempts to auto-provision, it writes data into the Trusted Services portion of Microsoft Active Directory within the Configuration container. The Auto Provisioner will add entries with the msRTCSIP-TrustedServiceType = RIMMSConnector but unable to find the host to add the entries as it is not under same Active Directory forest.

The default Microsoft Active Directory path to where the Trusted Services entries are listed:
CN=Trusted Services,CN=RTC Service,CN=Services,CN=Configuration,DC=example,DC=com

Another location is:
CN=Trusted Services,CN=RTC Service,CN=Microsoft,CN=System,DC=example,DC=com
CollapseResolution

Complete the following:

  1. Ensure that the Front End pool and the BlackBerry Collaboration Service server exist in the same Active Directory forest.
  2. Use the BlackBerry Collaboration Service Provisioner to manually create the Trusted Service entry for the Collaboration server as it could be missing ( Note: If there is an error when creating the Trusted Service entry, record it for further troubleshooting):
    1. Log into the server hosting the BlackBerry Collaboration Service as a user with RTCUniversalServerAdmins group rights.
    2. Browse to <drive>:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BBIM\bin
    3. Double-click BCSProvisioner.exe.
    4. In the Instant-messaging server pool drop-down list, select the Lync pool to connect to.
    5. In the BlackBerry Collaboration Service server FQDN field, enter the Fully Qualified Domain Name of the server hosting the BlackBerry Collaboration Service.
    6. In the Listening port field, enter 65061.
    7. Click the Provision button.
    8. Start the BlackBerry Collaboration Service.

Please refer to KB28474 for additional information on manual provisioning options.

CollapseAdditional Information

KB25416 can also be used to manually query Active Directory to see if multiple Trusted Service entries exist or if the RTC Service container is properly visible by the service account.

Disclaimer

By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.


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