Incomplete results are returned when searching for users in BlackBerry Mobile Fusion Studio

Article ID: KB28807

Type: Support Content

Last Modified: 04-05-2012

 

Product(s) Affected:

  • BlackBerry Mobile Fusion Studio
CollapseEnvironment
  • BlackBerry® Mobile Fusion Studio
CollapseOverview
When searching for one or more users in the BlackBerry® Mobile Fusion Studio web console, incomplete or zero results are returned by the query.
CollapseCause
Cause 1:
The administrator has insufficient permissions to access the BlackBerry Domain the user resides in.

Cause 2:
The BlackBerry Domain the user resides in is unavailable or cannot be contacted.
CollapseResolution
Resolution 1:
Ensure the administrator has permission to access the BlackBerry Domain that they are attempting to manage.  This may require editing the administrative role assigned to that user or creating the administrative account.  These activities can be done in the BlackBerry Administration Service web console for the BlackBerry Domain in question.

Additionally, if using Direct Authentication - also known as BlackBerry Administration Service authentication - the user name and password for the administrator account must be the same in all BlackBerry Domains to be managed.

Resolution 2:
Ensure that the services of the BlackBerry Administration Service for the BlackBerry Domain to be managed are running and that the web console can be accessed.

Ensure that network connectivity is established between the servers hosting BlackBerry Mobile Fusion Studio and the BlackBerry Administration Service in question, e.g. DNS is resolving correctly, ping and traceroute tests are successful.

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