"Installer was unable to obtain LDAP information about the BlackBerry service account" during installation of the BlackBerry Enterprise Server or BlackBerry Device Service

Article ID: KB21663

Type: Support Content

Last Modified: 02-28-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server Express for Microsoft Exchange
  • BlackBerry Device Service
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 SP1 and SP2 for Microsoft Exchange
  • BlackBerry Enterprise Server Express 5.0 SP1 to 5.0 SP3
  • BlackBerry Device Service 6.1
  • DT 642796
CollapseOverview

When the BlackBerry Enterprise Server or BlackBerry Device Service is installed and Microsoft Active Directory authentication is selected at the Advance Administration dialog prompt, the following error appears:

Installer was unable to obtain LDAP information about the BlackBerry service account. Please refer to the BlackBerry documentation and to the installation log file for more information.

The setup log shows the following in BlackBerry Enterprise Server 5.0 SP1:

CBASUtilitiesCon::Execute - Error with empty output file [C:\Program Files\Research In Motion\BlackBerry EnterpriseServer\BAS\bin\basutility.tmp]

CBASUtilitiesCon::GetADUserInfo - Failed with return code of 7, parsed from result ... AuthIID=[] ObjGUID=[] DispN=[] AuthTID=[]

[PIPTOOL]: GetADUserInfo for Advanced Admin dialog failed, code 7


The setup log shows the following in BlackBerry Enterprise Server 5.0 SP2:

0610: (#30000) CBASUtilitiesCon::GetADUserInfo - About to run batch file

command: ["C:\Program Files (x86)\Java\jre1.6.0_18\bin\java.exe" -cp "D:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\external\lib\log4j-1.2.14.jar;D:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\lib\basServerUtility.jar"
com.rim.bes.basplugin.activedirectory.GetUserInfo

LDAP://DC.domain.com:3268 "\"\"" "BESAdmin Account" "XXXXXXX [30000] (11/12 08:06:07.554):{0xA1C} <3>Nov 12 08:06:07 BAS host {0xA10} 0611: (#10000) CBASUtilitiesCon::Execute - Error with empty output file [D:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\bin\basutility.tmp] [30000] (11/12 08:06:07.554):{0xA1C} <3>Nov 12 08:06:07 BAS host {0xA10} 0612: (#10000)

CBASUtilitiesCon::GetADUserInfo - Failed with return code of 7, parsed from result ... AuthIID=[] ObjGUID=[] DispN=[] AuthTID=[] [30000] (11/12 08:06:07.554):{0xA1C} <3>Nov 12 08:06:07 BAS host {0xA10} 0613: (#10000)

BASAdministrativeAccount GetADUserInfo failed, code 2

The setup log shows the following in BlackBerry Enterprise Server Express 5.0 SP3:

CExchangeServer::GetExtendedInformation could not locate the Exchange server [192.10.10.249] in AD forest [Domainname.local]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 ServerName {0x1424} 0802: (#30000) CMAPICon::PerformAmbiguousNameResolutionQuery attempting to resolve [besadmin] with GC [GCName]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0803: (#30000) StartLDAPSession successfully starts an LDAP session on server [2002:c00a:af8::c00a:af8]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0804: (#30000) SetLDAPSessionOptions sets session version to [3]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0805: (#30000) SetLDAPSessionOptions sets max return entries to [1000]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0806: (#30000) ConnectToLDAPServer fails to connect to LDAP server, code [81]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0807: (#30000) EndLDAPSession successfully ends an LDAP session
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0808: (#30000) CMAPICon::PerformAmbiguousNameResolutionQuery could not locate any display names similar to [besadmin] on GC [GCName], returning it as the result
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0809: (#30000) CMAPICon::PerformAmbiguousNameResolutionQuery found [0] matches for [besadmin] using GC [GCName], return [73]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0810: (#30000) CMAPICon::AmbiguousNameResolutionQuery has [1] results for [besadmin] using GC [GCName], return [73]
[30000] (07/13 11:31:40.170):{0x1258} <5>Jul 13 11:31:40 media {0x1424} 0811: (#30000) CMAPIDlg::OnCheckName had no matches to display

The setup log shows the following in BlackBerry Device Service 6.1:

[30000] (01/03 12:24:51.339):{0x560} <5>Jan 03 12:24:51 FUSION {0x7C8} 2375: (#30000) CBASUtilitiesCon::GetADUserInfo - found GC [dns.example.com] in domain [example.com]
[30000] (01/03 12:24:51.339):{0x560} <5>Jan 03 12:24:51 FUSION {0x7C8} 2376: (#30000) CBASUtilitiesCon::GetADUserInfo - About to run batch file command: ["C:\Program Files (x86)\Java\jre1.6.0_31\bin\java.exe" -cp "C:\Program Files (x86)\Research In Motion\BlackBerry Device Service\BAS\external\lib\log4j-1.2.14.jar;C:\Program Files (x86)\Research In Motion\BlackBerry Device Service\BAS\lib\basServerUtility.jar" com.rim.bes.basplugin.activedirectory.GetUserInfo LDAP://dns2.domain.example.com:3268 "\"\"" "besadmin" "XXXXXXXX" "EXAMPLE" "besad
[30000] (01/03 12:24:51.542):{0x560} <3>Jan 03 12:24:51 FUSION {0x7C8} 2377: (#10000) CBASUtilitiesCon::Execute - Exit code was [0]
[30000] (01/03 12:24:51.542):{0x560} <3>Jan 03 12:24:51 FUSION {0x7C8} 2378: (#10000) CBASUtilitiesCon::Execute - Error with empty output file [C:\Program Files (x86)\Research In Motion\BlackBerry Device Service\BAS\bin\basutility.tmp]
[30000] (01/03 12:24:51.542):{0x560} <3>Jan 03 12:24:51 FUSION {0x7C8} 2379: (#10000) CBASUtilitiesCon::GetADUserInfo - Failed with return code of 7, parsed from result ... AuthIID=[] ObjGUID=[] DispN=[] AuthTID=[]
[30000] (01/03 12:24:51.542):{0x560} <3>Jan 03 12:24:51 FUSION {0x7C8} 2380: (#10000) BASAdministrativeAccount GetADUserInfo failed, code 2

CollapseCause

When the setup application checks the Messaging Application Programming Interface (MAPI) profile (when available), the setup application queries the global catalog server on port 3268, but uses the Lightweight Directory Access Protocol (LDAP) port 389 when binding to the profile.

The setup application assumes all addresses returned when resolving the domain will be LDAP servers. If there is an invalid address, the above error will be seen when trying to complete the installation.

CollapseResolution

BlackBerry Enterprise Server:

This issue has been resolved in BlackBerry Enterprise Server 5.0 SP3.

BlackBerry Device Service:

This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.

CollapseWorkaround

Workaround 1

If installing BlackBerry Enterprise Server for Microsoft Exchange, before running the setup application, use the BESProfile.exe tool and the –s command to create the MAPI profile.

  1. Open a Command Prompt 
  2. Navigate to the installation directory of the BlackBerry Enterprise Server Software (C:\Program Files\Research In Motion\BlackBerry Enterprise Server\)
  3. Type besprofile.exe -s
  4. Hit Enter
  5. Exchange MAPI Profile create wizard will open
    1. Type the location of the BlackBerry Enterprise Server Service Account's mailbox server
    2. Type the BlackBerry Enterprise Server Service Account's mailbox
  6. Press Ok
  7. Launch the BlackBerry Enterprise Server installation software

Workaround 2

Complete the install using BlackBerry Administration Service authentication. After the installation, Microsoft Active Directory authentication accounts can be added to the BlackBerry Administration Service.

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