"Service failed to start, generating error 5305" appears numerous times in the Windows Event Log

Article ID: KB01018

Type: Support Content

Last Modified: 09-25-2012

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server Express for Microsoft Exchange
  • BlackBerry Professional Software
CollapseEnvironment
  • BlackBerry Enterprise Server for Microsoft® Exchange
  • BlackBerry Professional Software 
  • BlackBerry Enterprise Server Express for Microsoft Exchange
  • Microsoft Exchange 
     
CollapseOverview

The following error message appears in the application log or BlackBerry Messaging Agent log (MAGT) log when starting the BlackBerry Enterprise Server or BlackBerry Professional Software:

Service failed to start, generating Error 5305.

The BlackBerryAgent.exe process fails to load and BlackBerry smartphone users assigned to the affected BlackBerry Messaging Agent(s) appear in a Not Started state.

CollapseCause

Cause 1

Information Store and System Attendant not started on the Microsoft Exchange Server

Cause 2

Microsoft Exchange Address Book Service is not started on one or more Exchange 2010 Client Access Servers (CAS)

Cause 3

Client throttling limits are not set on CAS which limits the amount of concurrent connections from a MAPI

Cause 4

The BlackBerry Enterprise Server service account is unable to resolve the CAS Array

Cause 5

Distributed Password Authentication is being used and prompting for a password

Cause 6

The BlackBerry Enterprise Server service account does not exist

Cause 7

The BlackBerry Enterprise Server service account mailbox was moved to another mailstore or Microsoft Exchange Server

Cause 8

Verify group memberships for the BlackBerry Enterprise Server service account

Cause 9

The BlackBerry Enterprise Server does not have access to the Global Address List or the service account is visible in the Global Address List

Cause 10

Kerberos™ authentication failure and might also occur when the BlackBerry Enterprise Server is installed on its own server if there are underlying issues related to Kerberos

Cause 11

The MAPI profile was created with a profile wizard
CollapseResolution

Cause 1

Information Store and System Attendant not started on the Microsoft Exchange Server

Resolution1

In Microsoft Exchange open Services, start Information Store and System Attendant.


Cause 2

Microsoft Exchange Address Book Service is not started on one or more Exchange 2010 Client Access Servers (CAS)

Resolution 2

Verify that the Microsoft Exchange Address Book Service is started on one or more Exchange 2010 CAS. Ensure the Microsoft Exchange Address Book Service is started and remains started


Cause 3

Client throttling limits are not set on CAS which limits the amount of concurrent connections from a MAPI

Resolution 3

In a Microsoft Exchange 2010 environment, confirm that the client throttling limits that are not enabled, which limits the amount of concurrent connections from a MAPI client to the Microsoft Exchange Server. 

For more information refer to Task 6 in KB02276


Cause 4

The BlackBerry Enterprise Server service account is unable to resolve the CAS Array

Resolution 4

If the CAS array is unable to be resolved in Edit Mapi, attempt to resolve a single CAS node in the environment. If a CAS node is resolvable then as a temporary fix to get the BlackBerry Messaging Agents working create a host file with the IP of the working CAS node and the name of the array. This will cause the server to look directly at the working CAS node and start the BlackBerry Messaging Agents. This is a temporary fix in order to allow the BlackBerry Enterprise Server to work until the DNS issue with the CAS array can be resolved. 

To create a host file:

1. open Computer > Windows > System32 > Drivers > etc

2. Open the files Hosts with Notepad

3. Make a entry in the file

Ex.

IP of the CAS node    (CAS array name)
101.10.10.01            casarray.local

4. Open command prompt and enter ipconfig /flushdns

5. Restart the BlackBerry Controller service


Cause 5

Distributed Password Authentication is being used and prompting for a password

Resolution 5

The organization's security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.

Change the MAPI authentication method to Windows NT Password Authentication.

Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced.

The Logon network security drop-down list should read NT Password Authentication.

To view and edit the MAPI profile, complete one of the following resolutions:

BlackBerry Enterprise Server 2.0 to 3.6

Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.

BlackBerry Enterprise Server 4.0 to 5.0 and BlackBerry Enterprise Server Express

Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
Click the BlackBerry Server tab.
Click Edit MAPI Profile.

BlackBerry Professional Software

Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.

Click the BlackBerry Server tab.

Click Edit MAPI Profile.


Cause 6

The BlackBerry Enterprise Server service account does not exist

Resolution 6

Check to see if the BlackBerry Enterrprise Server service account exists.

The service account for BlackBerry Enterprise Server should not be deleted or hidden.

Re-create or restore the service account from a backup file. For more information on creating a service account, see KB04293.


Cause 7

The BlackBerry Enterprise Server service account mailbox was moved to another mailstore or Microsoft Exchange Server

Resolution 7

Confirm the location of the administration mailbox, and if it was not updated after the service account for BlackBerry Enterprise Server was migrated to a new server. The location has not been updated through directory replication.

For the BlackBerry Enterprise Server, run the HandheldCleanup.exe utility using the -u switch. For more information, see KB00140.


Cause 8

Verify group memberships for the BlackBerry® Enterprise Server service account

Resolution 8

Verify group memberships for the BlackBerry Enterprise Server service account

The service account for BlackBerry Enterprise Server is not configured correctly in a Microsoft Exchange environment because permissions and group membership for the service account are incorrect or missing.

Grant the BlackBerry Enterprise Server service account all required permissions and group memberships while avoiding possible conflicts with existing Group Policies. See the BlackBerry Enterprise Server Installation and Getting Started Guide for more information.


Cause 9

The BlackBerry Enterprise Server does not have access to the Global Address List or the service account is visible in the Global Address List

Resolution 9

1.  Make the BlackBerry Enterprise Server service account visible in the Global Address List.

2.  Grant the BlackBerry Enterprise Server service account unrestricted access to the Global Address List so it can resolve its own mailbox location and those of all BlackBerry smartphone users.


Cause 10

Kerberos™ authentication failure and might also occur when the BlackBerry Enterprise Server is installed on its own server if there are underlying issues related to Kerberos

Resolution 10

When the BlackBerry Enterprise Server is installed locally on the Microsoft® Exchange Server, the EnableLegacyProfileConfig trait is not set to True during the installation if the IP addresses contain a zero (for example, 192.168.0.1 becomes 192.168). The installer is prevented from detecting that the BlackBerry Enterprise Server and Microsoft Exchange Server are on the same server. The EnableLegacyProfileConfig trait is not set during the installation because of the truncated IP addresses. The BlackBerry Messaging Agent fails to start, and the error code 5305 is displayed. Also, the MAPI profile referencing the Global Catalog Server in the registry is either missing or incorrect.

This is caused by a Kerberos™ authentication failure and might also occur when the BlackBerry Enterprise Server is installed on its own server if there are underlying issues related to Kerberos. The same resolution can be applied.

Follow the steps outlined in KB19074 to resolve this issue.


Cause 11

The MAPI profile was created with a profile wizard

Resolution 11

Check to see if the MAPI profile that the BlackBerry Enterprise Server uses was not created by a profile wizard.

A MAPI profile was created with a profile wizard. This can cause the following issues and result in a 5305 error:

The profile wizard returns more than one mailbox
The Microsoft Exchange Server does not store the mailbox
A method of authentication other than Windows NT® Password Authentication is used

Complete one of the following resolutions:

BlackBerry Enterprise Server 2.0 to 3.6

Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server <servername>.
Type the correct Microsoft Exchange Server and mailbox names.

BlackBerry Enterprise Server 4.0 to 5.0

Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
Click the BlackBerry Server tab.
Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.

BlackBerry Professional Software

Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
Click the BlackBerry Server tab.
Click Edit MAPI Profile and type the correct Microsoft Exchange Server and mailbox names.

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.