BlackBerry smartphone users can receive, but not send email messages after a global catalog referral

Article ID: KB13157

Type: Support Content

Last Modified: 09-16-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
CollapseEnvironment
  • BlackBerry Enterprise Server 4.0 to 5.0 for Microsoft Exchange
  • BlackBerry smartphones
  • DT 118345
CollapseOverview

BlackBerry smartphone users cannot send email messages, but can still receive email messages. This issue first affects a small number of BlackBerry smartphones. After a period of time, the issue affects all BlackBerry smartphones on the same BlackBerry Enterprise Server.

The following entries appear for the affected BlackBerry smartphone users in the BlackBerry Messaging Agent (MAGT) log files:

[40700] (05/10 08:32:05.411):{0x2514} {user@domain.com} Receiving packet from device, size=359, TransactionId=-125876270, Tag=10343138, content type=CMIME, cmd=0x3
[30112] (05/10 08:32:05.411):{0x2514}
{user@domain.com} Receiving message from device, RefId=61937140, Tag=10343138, TransactionId=-125876270
[40291] (05/10 08:32:05.411):{0x2514}
{user@domain.com} Refers to original message, RefId=-61687455
[20265] (05/10 08:32:05.818):{0x2514}
{user@domain.com} MAPIMailbox::Send(ppMAPIMessage) - SubmitMessage (0x80004005) failed
[20000] (05/10 08:32:07.755):{0x2514}
{user@domain.com} Send() failed: ERR_SUBMIT_MAIL, Tag=10343138
[40277] (05/10 08:32:07.755):{0x2514}
{user@domain.com} Sending message error to device for message 61937140
[40583] (05/10 08:32:07.755):{0x2514}
{user@domain.com} Sending packet to device, Size=45, Tag=3253538, TransactionId=-968922336

or

[40700] (08/16 13:56:50.993):{0x14B4} {user@domain.com} Receiving packet from device, size=144, TransactionId=235970971, Tag=21845940, content type=CMIME, cmd=0x3
[30112] (08/16 13:56:50.993):{0x14B4}
{user@domain.com} Receiving message from device, RefId=1804147971, Tag=21845940, TransactionId=235970971
[20482] (08/16 13:56:50.993):{0x14B4} ResolveNamesMAPI ResolveName(1) succeeded, but list does not contain EntryID for all items
[30147] (08/16 13:56:50.993):{0x14B4}
{user@domain.com} MAPIMailbox::Send(ppMAPIMessage) Cleanup - HrGetOneProp (0x8004010f) failed
[30000] (08/16 13:56:59.462):{0x14B4}
{user@domain.com} Send() failed: ERR_BAD_RECIP, Tag=21845940
[40277] (08/16 13:56:59.462):{0x14B4}
{user@domain.com} Sending message error to device for message 1804147971
[40583] (08/16 13:56:59.462):{0x14B4}
{user@domain.com} Sending packet to device, Size=44, Tag=12466181, TransactionId=-899521667

The following entry appears in the MAGT log files:

Failed to Resolve Name in ScanGAL. User: <user name>

Note: This entry appears for every affected BlackBerry smartphone on the BlackBerry Enterprise Server. The entry appears once every 12 minutes until the BlackBerry Messaging Agent has been restarted.

The following entry may appear on the BlackBerry smartphone for the failed to send message status, indicating the BlackBerry Enterprise Server has lost its connection to the global catalog server and did not receive a referral:

Message included an invalid address.

CollapseCause

The BlackBerry Enterprise Server cannot communicate with the intended global catalog server that is referenced in the BlackBerry Enterprise Server service account Messaging Application Programming Interface (MAPI) profile, as we attempt to continue to use the previously known good session between the Exchange server and the BlackBerry Enterprise Server. In the MAGT log files, a specific global catalog server is referenced, and then after restarting the BlackBerry Dispatcher or BlackBerry Controller services, another global catalog server is referenced.

The following entry appears in the MAGT log files:

[ENV] Global Catalog Server (GCS) from the BlackBerry MAPI profile

Cause 1

The Microsoft Exchange 2003 System Manager installed on the BlackBerry Enterprise Server is unable to process the referral information correctly. Note that this does not affect the Microsoft Exchange 2007 CDO v1.2.1 MAPI client.

Cause 2

The Microsoft Exchange Server 2007 global catalog referral process is not handled properly by the MAPI subsystem on the BlackBerry Enterprise Server.

Note: For this cause to be true, the BlackBerry Enterprise Server Service Account mailbox must reside on a Microsoft Exchange 2007 server.

CollapseResolution

Cause 1

The Microsoft Exchange 2003 System Manager installed on the BlackBerry Enterprise Server is unable to process the referral information correctly. Note that this does not affect the Microsoft Exchange 2007 CDO v1.2.1 MAPI client.

Resolution 1

This issue has been identified by Microsoft and a hotfix is available. For information on the hotfix, see Microsoft KB 929439, or visit the Microsoft Help and Support Site and search for "A MAPI program may not obtain a referral server".

Note: As part of this resolution, global catalog server referrals must be turned on in the Microsoft Exchange Servers.

To resolve this issue, complete the following steps:

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries before implementing any changes.

Note: Due to file dependency, Microsoft Exchange System Manager 2003 SP2 must be installed before applying the hotfix.

  1. Download the hotfix.
    Note: The BlackBerry Dispatcher must be stopped during installation.
  2. Apply the hotfix on the client-side MAPI profile on the BlackBerry Enterprise Server that is running Microsoft Exchange System Manager.
  3. Verify the information in the Emsabp32.dll file, and make sure that the hotfix has been applied successfully. After the hotfix is installed, add the EMSAB_UserAuth_Credentials registry value to the BlackBerry Enterprise Server. For more information, see the Additional Information section.

 
Cause 2

The Microsoft Exchange Server 2007 global catalog referral process is not handled properly by the MAPI subsystem on the BlackBerry Enterprise Server.

Note: For this cause to be true, the BlackBerry Enterprise Server Service Account mailbox must reside on a Microsoft Exchange 2007 server.

Resolution 2

Enable global catalog referrals on the MAPI client to correct this issue, see article KB16118 for more information.

Note: This only needs to be applied to the BlackBerry Enterprise Server.

CollapseWorkaround

Important: Restarting the BlackBerry Enterprise Server or its services may delay message delivery to BlackBerry smartphones.

Restart the BlackBerry Dispatcher on the affected BlackBerry Enterprise Server.

CollapseAdditional Information

Note: The registry changes described in Microsoft KB article 929439 must be made to the MAPI client, in this case, the BlackBerry Enterprise Server.

Warning: The following procedure involves modifying the computer registry. This can cause substantial damage to the Windows operating system. Document and back up the registry entries prior to implementing any changes.

The following registry key must be installed on the BlackBerry Enterprise Server. In most cases, the Microsoft Exchange Provider key does not exist and must be created. In some cases, the Microsoft Exchange key may not exist as well and must also be created.

Location: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Exchange Provider
Type: DWORD
Value Name: EMSAB_UserAuth_Credentials
Value Data in Decimal format: 1

The hotfix described in Microsoft KB 929439 applies to Microsoft Exchange System Manager. When using Collaboration Data Objects v1.2.1 instead of Microsoft Exchange System Manager, the hotfix does not apply, but the EMSAB_UserAuth_Credentials registry change does still apply.

A BlackBerry Enterprise Server that is installed on a 64-bit server, the registry key described in Microsoft KB 929439 must be entered in the wow6432node:

Location: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Exchange\Exchange Provider
Type: DWORD
Value Name: EMSAB_UserAuth_Credentials
Value Data in Decimal format: 1

See KB16118 if the BlackBerry Enterprise Server service account mailbox resides on a Microsoft Exchange 2007 mail server.

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