"The following message was not delivered More Details (Error ID 504)" appears when sending a message to a BlackBerry Client for use with Microsoft Office Communications Server from the Microsoft Lync Server or OCS 2007 R2 desktop client

Article ID: KB25525

Type: Support Content

Last Modified: 11-28-2013

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BlackBerry Client for use with Microsoft Office Communications Server
  • BlackBerry Enterprise Server for Microsoft Exchange
  • BlackBerry Enterprise Server for IBM Lotus Domino
  • BlackBerry Enterprise Server for Novell GroupWise
CollapseEnvironment
  • BlackBerry Enterprise Server 5.0 SP3
  • BlackBerry Client for use with Microsoft Office Communications Server 2007
  • Microsoft Lync Server 2010
  • Microsoft Office Communications Server 2007 R2
  • DT 1226549
CollapseOverview

If this issue is present, the following symptoms will be observed:

  • Users can successfully send messages from the BlackBerry Client for use with Microsoft Office Communications Server 2007 to the Microsoft Lync Server or Microsoft Office Communications Server 2007 R2 desktop client.
  • Users are unable to send messages from the BlackBerry Client for use with Microsoft Office Communications Server 2007 to other users signed in from the BlackBerry Client for use with Microsoft Office Communications Server 2007.
    The error message Your message could not be sent (Error - failed to execute your last action (100)) will be received on the BlackBerry smartphone.
  • Users are unable to send messages from the Microsoft Lync Server desktop client to the BlackBerry Client for use with Microsoft Office Communications Server 2007 R2. The error message The following message was not delivered More Details (Error ID 504)" "source id 239 will be received on the Microsoft Lync Server desktop client.
  • On the BlackBerry Client for use with Microsoft Office Communications Server 2007, other users signed in from the BlackBerry Client for use with Microsoft Office Communications Server 2007 may appear to be offline.
  • In the Microsoft Lync Server logs, event ID 14502 will be logged, indicating that there have been connection failures with the remote server. For Microsoft Office Communications Server 2007 R2 there may not be an error in the OCS event viewer logs. See the following example for the Microsoft Lync Server:

    Log Name: Lync Server
    Source: LS Protocol Stack
    Date: 12/22/2010 5:30:51 AM
    Event ID: 14502
    Task Category: LS Protocol Stack
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: OCSSERVER.EXAMPLE.COM
    Description:
    A significant number of connection failures have occurred with remote server <FQDN and IP Address of BES>. There have been 137 failures in the last 1056 minutes. There have been a total of 653 failures.
    The specific failure types and their counts are identified below.
    Instance count - Failure Type
    653 0x80072746(WSAECONNRESET)
     
    This can be due to credential issues, DNS, firewalls, or proxies. The specific failure types above should identify the problem.
     
  • When using BlackBerry Enterprise Service 10, a user may be able to send a message to another contact, but when the contact tries to reply, they get the following error:
     
    When contacting your support team, reference error ID 504 (source ID 239)
CollapseCause
These behaviors may be caused by various issues, some of which are networking related (ie: firewalls).  However, an early version of the Microsoft Unified Communications Managed API 2.0 Core Redistributable package and OCS Core Components (these allow the BlackBerry Collaboration Service to communicate with Microsoft Office Communications Server 2007 R2 and Microsoft Lync 2010) did have some issues that have been resolved by updating the Microsoft server components on the server hosting the BlackBerry Collaboration Service.
CollapseResolution

Because the BlackBerry Collaboration Service, when configured for use with Microsoft Office Communications Server 2007 R2 or Microsoft Lync 2010, uses Office Communications Server 2007 R2 server components, it is recommended to ensure the latest patches and updates have been applied to the server hosting the BlackBerry Collaboration Service.

To resolve this issue, complete the following steps to update the Microsoft Unified Communications Managed API 2.0 Core Redistributable 64-bit to version 3.5.6907.221 (or above) on the BlackBerry Enterprise Server:

  1. Search the Microsoft Download Center for "KB 968802". This is a Microsoft Office Communications Server 2007 R2 Hotfix, and is referenced in other Microsoft Download sites as a Cumulative Update.
  2. Download the UCMARedist.msp and OCSCore.msp files.
  3. Stop the BlackBerry Collaboration Service.
  4. Open Command Prompt (right-click and choose Run as administrator).
  5. Navigate to the folder where the .msp files are located.
  6. Run the UCMARedist.msp and OCSCore.msp installations.
  7. Close the Command Prompt window.
  8. Start the BlackBerry Collaboration Service.

After updating the UCMARedist.msp file, a prompt is received that requires a restart of the Server in order for the configuration changes to take effect:

You must restart your system for the configuration changes made to Microsoft Office Communications Server 2007 R2, Microsoft Unified Communications Managed API2.0 Core Redist 64-bit to take effect. Click Yes to restart now or No if you plan to manually restart later.

CollapseAdditional Information

To access Windows Event Logs on the Lync Server on the Microsoft Lync Server, follow these steps:

  1. Log in to the Microsoft Lync Server.
  2. Click Start > Run.
  3. Type servermanager.msc, and press Enter.
  4. Expand Diagnostics > Event Viewer > Applications and Services Logs.
  5. Select Lync Server.

To access Windows Event Logs on the OCS 2007 R2 logs on the Microsoft OCS 2007 R2 server, follow these steps:

  1. Log in to the Microsoft OCS 2007 R2.
  2. Click Start > Run.
  3. Type servermanager.msc, and press Enter.
  4. Expand Diagnostics > Event Viewer > Applications and Services Logs.
  5. Select OCS.

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