"Connection to the server cannot be opened" displays when credentials are entered in the mail client portion of Secure Work Space on Android devices

Article ID: KB35566

Type: Support Content

Last Modified: 01-15-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BES10 Client for Android
CollapseEnvironment
  • BlackBerry Enterprise Service 10 version 10.1.1 to 10.1.3
  • Android 4.0 (Ice Cream Sandwich)
  • DT 7207368
CollapseOverview

The following error is displayed on the Secure Work Space Android client after entering in the credentials to the assigned mail profile:

Connection to the server cannot be opened

Note: KB34898 does not apply to this issue and the same errors are not seen in the Core logs.

The same account and credentials work on an Android device without issues. Android logs collected during this process show the following:

12-24 11:47:34.129 11173 11183 I bbconnect: mux_getaddrinfo: failed converting presentation IP to network format: Activesync.server.address
12-24 11:47:34.129 11173 11183 D vpn_hooks: RIM_GETADDRINFO reported error EAI_NONAME
12-24 11:47:34.129 11173 11183 D vpn_hooks: VPN_GETADDRINFO [1990988656] returning for 8 [Activesync.server.address]
12-24 11:47:34.129 11173 11183 D vpn_hooks: RIM_GETSOCKOPT [1990988656] (fd:57, lvl:1, optname:D) called.
12-24 11:47:34.129 11173 11183 D vpn_hooks: RIM_GETSOCKOPT [1990988656] redirecting to socket 55
12-24 11:47:34.129 11173 11183 D vpn_hooks: RIM_GETSOCKOPT [1990988656] (fd:55, rc:0)
12-24 11:47:34.129 11173 11183 D vpn_hooks: VPN_CLOSE [1990988656] Queue vpn_close on fd 57
12-24 11:47:34.139 10044 11654 D OpeakActivityManagerProxy: unbound service, android.app.LoadedApk$ServiceDispatcher$InnerConnection@42abc013
12-24 11:47:34.139 10044 10096 V EmailServiceProxy: validate returns 1

CollapseCause

The key log here is : EmailServiceProxy: validate returns 1 from the log excerpt above. This is a SSL Certificate exception being written to the system log. If the server name listed in the email profile that was assigned to the user does not match the common name of the certificate of the ActiveSync Server, the above listed error would occur on Android devices.

CollapseResolution

Add the exact FQDN as listed in the common name of the ActiveSync certificate, to the email profile through the Administration console.

CollapseWorkaround

With BlackBerry Enterprise Service 10 version 10.2, the ActiveSync email profile has an option Accept all SSL certificates (Work space only). This will allow Android devices to accept the certificate and continue with the ActiveSynce integration instead of displaying the above error and stopping.

CollapseAdditional Information
Android logs can be collected by following KB32516.

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