Unable to receive incoming chats on BlackBerry smartphone Enterprise Messenger client

• BlackBerry Enterprise Server 5.0 SP3
• BlackBerry Collaboration Service
• BlackBerry Enterprise Messenger for Office Communications Server 2007
• Microsoft Office Communications Server 2007 R2
• Microsoft Lync 2010

When replying to a Microsoft Office Communications Server 2007 or Lync 2010 conversation initiated by a user using BlackBerry Enterprise Messenger, the initiating user is unable to receive any response on their BlackBerry smartphone.

As a side-effect, the desktop client might see <user> is active on a device that can't receive IM.

Note : If the desktop client sees <user> is active on a device that can't receive IM, please review KB27446.

There is incorrect data in the Trusted Service entry (TSE) in Active Directory for this BlackBerry Collaboration Service server instance. The incorrect port is listed as the listening port for the BlackBerry Collaboration Service. This Trusted Service record tells the Microsoft Office Communications Server or Lync front end pool servers what port to send data back to the BlackBerry Collaboration Service instance for return data.

When the BlackBerry Collaboration Service starts, it spawns OCSConnector.exe, which opens a listening port on the local server for incoming data from the front end pool. This port is defined in the BlackBerry Administration Service for each BlackBerry Collaboration Service component (or instance). However, if Manual Provisioning is enabled, this port is defined independently of the information in the database.

This mismatch of ports can only happen if Manual Provisioning is used. When Automatic Provisioning is used, the Trusted Service entry is created with the port defined in the BlackBerry Administration Service console, and then the OCSConnector.exe establishes the listening port on the same defined port value.

The listening port can be found in the BBIM logs listed upon start-up of the BlackBerry Collaboration Service in the following log lines :

This log line is in the configureConnectorProperties section of the BBIM logs:

<DEBUG>:<LAYER = BBIM, "ocsListeningPort": 65061,>

This log line is listed only when Manual Provisioning is enabled:

<INFO >:<LAYER = BBIM, [OCSC] existing Trust Service: gruu=sip:fqdn_of_bcsserver.example.com@example.com;gruu;opaque=srvr:RIMMSConnector:UVIuvDE4NVCh-Z-AT6qaXwAA port=443>

If these ports are not the same, then the BlackBerry smartphone user will be unable to receive chat messages from all other users, whether they are using the BlackBerry Enterprise Messenger client or any other client.

Use the Application Provisioner tool to edit the existing Trusted Service record to correct the Listening Port value.

The Application Provisioner tool is located at : C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BBIM\bin\ApplicationProvisioner.exe

Additional information can be found in the BlackBerry Enterprise Server Installation and Configuration Guide under Postinstallation Tasks and Provisioning the Blackberry Collaboration Service as a trusted application, as well as KB32188 and KB28474.

Use ADSI Edit to remove the any existing Trusted Service records for this specific server, and then use the Application Provisioner to create the proper TSE record.

For steps on using the ADSI Edit tool, go to support.microsoft.com and search for "ADSI Edit".

Additional information on how to locate these Trusted Service Entry records can be found at KB25416.