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
  • BlackBerry® Mobile Fusion Studio
When searching for one or more users in the BlackBerry® Mobile Fusion Studio web console, incomplete or zero results are returned by the query.
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.
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.


By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.

Visit the BlackBerry Technical Solution Center at