Unable to integrate a Microsoft Outlook Web Access email address with a BlackBerry Internet Service account

Article ID: KB02858

Type: Support Content

Last Modified: 08-19-2013

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry Internet Service
  • Microsoft Outlook Web Access
CollapseOverview

Unable to integrate a Microsoft Outlook Web Access email account with the BlackBerry Internet Service.

CollapseCause

There are prerequisites that must be met before attempting to integrate a Microsoft Outlook Web Access account with the BlackBerry Internet Service:

Prerequisites

1. WebDav (Microsoft Exchange Server 2003) or EWS (Exchange Web Services for Microsoft Exchange Server 2007 and 2010) must be enabled on the Microsoft Exchange Server for Outlook Web Access in order for the BlackBerry Internet Service to access the mailbox.

Note: EWS can be tested to ensure it is enabled and working. Please see KB18567 for more information

2. The Microsoft Outlook Web Access source must use a supported authentication method. Please see KB23361 for a list of Microsoft Outlook Web Access authentication methods that are currently supported by BlackBerry Internet Service

3. The BlackBerry smartphone must have the appropriate services plan.

4. Ensure that the BlackBerry smartphone is able to send and receive pin messages.

Note: If the BlackBerry smartphone is not set up with the correct service plan or is not able able to send pin to pin messages, contact the wireless service provider for further assistance.

If the prerequisites have been met, this issue may be caused by one of the following reasons:

Microsoft Outlook Web Access

  1. The login information entered for the Microsoft Outlook Web Access account is incorrect.
  2. The Microsoft Outlook Web Access account uses a Secure Sockets Layer (SSL) protocol.
  3. An incorrect mailbox name is being used to integrate email address.
  4. The web address for accessing the Microsoft Outlook Web Access account has changed.
  5. The Microsoft Outlook Web Access account is hosted by an organization that uses a custom front end.
  6. Microsoft Outlook Web Access is currently unavailable on the messaging and collaboration server.
  7. Attempting to connect to an https://<domain>/remote site.
  8. Version of Microsoft Outlook Web Access is not supported by the BlackBerry Internet Service.The Microsoft Outlook. 
  9. The Microsoft Outlook Web Access 2010 source server is using a Microsoft ISA Server which is blocking the BlackBerry Internet Service.
CollapseResolution

Complete the appropriate resolution for the cause.

Cause 1

The login information entered for the Microsoft Outlook Web Access account is incorrect.

Resolution 1

Confirm that logging into the Microsoft Outlook Web Access account is successful. If it is unsuccessful please obtain the correct login information to set up the Microsoft Outlook Web Access account with the BlackBerry Internet Service account.

Note: Some Microsoft Outlook Web Access logins require the full network basic input/output system (NetBIOS) format, <Domain>\<Username>, for the user name. If the account cannot be set up using the provided user name, insert the user name in the Microsoft Outlook Web Access account login screen, then press the enter key. Often, the user field will be populated with the <Domain>\<Username> format. Try using this in the user name field when trying to set up the Microsoft Outlook Web Access account with the BlackBerry Internet Service account.


Cause 2

The Microsoft Outlook Web Access account uses a Secure Sockets Layer (SSL) protocol.

Resolution 2

Using the integration procedure in KB02189, verify that the URL in the Microsoft Outlook Web Access URL field includes an 's' at the end of http://, as follows:

https://mail.usersdomain.com/exchange


Cause 3

An incorrect mailbox name is being used to integrate the email address (OWA 2003 only).

Resolution 3

Verify that the mailbox name is correct. To determine the mailbox name, log in to the Microsoft Outlook Web Access account and place the computer mouse cursor over the Inbox folder on the left top corner.

The mailbox name will be displayed in the browser status bar.

Use this mailbox name when setting up a Microsoft Outlook Web Access 2003 account with the BlackBerry Internet Service account. For more information on account association and settings, please see KB03133.

Note: Even though a mailbox name is not required for a 2007 or 2010 Outlook Web Access integration to work, the user interface requires one to be entered. Any value can be entered as the mailbox name as long as there are no spaces. (e.g. "testMailbox" will work, while "Test Mailbox" will fail.)


Cause 4

The web address for accessing the Microsoft Outlook Web Access account has changed.

Resolution 4

Make sure that the correct website address to access the Microsoft Outlook Web Access account is being used to integrate the email address.


Cause 5

The Microsoft Outlook Web Access account is hosted by an organization that uses a custom front end.

If the Microsoft Outlook Web Access account is hosted by an organization that uses a custom front end, setting up the account with the BlackBerry Internet Service might cause some issues. This is a result of the custom front end affecting the connections that the BlackBerry Internet Service makes to the account by using SSL. Any Microsoft Exchange server running Microsoft Outlook Web Access with a custom front end might be affected by this issue.

Resolution 5

Use the advanced integration method to specify the exact messaging server information for the Microsoft Outlook Web Access account, and integrate using an HTTP port, if available. For instructions, see KB02189.

The following information is required to set up a Microsoft Outlook Web Access account using the advanced association method:

  • Email address
  • Microsoft Outlook Web Access web address (web address used to access the Microsoft Outlook Web Access account)
  • The user name used to log in to the Microsoft Outlook Web Access account
  • The password used to log in to the Microsoft Outlook Web Access account
  • The mailbox name obtained using the steps in the resolution for Cause 4, above

Alternative association methods include using Post Office Protocol 3 (POP3) or Internet Messaging Access Protocol 4 (IMAP4) to access the messaging server, or using a server-side forwarding rule to forward email messages to a BlackBerry email address (i.e. <user>@<service_provider>.blackberry.net).


Cause 6

Microsoft Outlook Web Access is currently unavailable on the messaging server.

Resolution 6

Wait until Microsoft Outlook Web Access is available. Alternatively, use POP3 or IMAP4 to access the messaging server.


Cause 7

Attempting to connect to an https://<domain>/remote site.

Resolution 7

This is a remote workspace, not Microsoft Outlook Web Access. The remote workspace will not associate with a BlackBerry Internet Service account. The BlackBerry Internet Services needs access to EWS or WebDav to connect and download mail.


Cause 8

Version of Microsoft Outlook Web Access is not supported by the BlackBerry Internet Service.

Resolution 8

Microsoft Exchange 5.5 is not supported by the BlackBerry Internet Service. Integrate the email account using the POP or IMAP protocols if available.


Cause 9

The Microsoft Outlook Web Access 2010 source server is using a Microsoft ISA Server which is blocking the BlackBerry Internet Service.

Resolution 9

Please refer to KB04804 for more information about this issue. 

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