iOS new message notifications do not work and "connector exchange_1 is ACCESS_DENIED" is logged in the asg.log file

Article ID: KB36082

Type: Support Content

Last Modified: 07-10-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • BES10 Client for iOS
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  • BlackBerry Enterprise Service 10
CollapseOverview

Users are not receiving new message notifications on their iOS devices.
When reviewing the asg.log file found in C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Service 10\Logs\RIM.BUDS.BWCN the following error message is seen:

[2014-07-01 13:48:21,723] [localhost-startStop-1] INFO : com.openpeak.asg.ews.dao.impl.EwsEmailNotificationDaoImpl:222 - connector exchange_1 is ACCESS_DENIED

After turning debug logging for the BlackBerry Work Connect Notification service as per KB35897 the following error may also be seen:

Caused by: javax.net.ssl.SSLException: hostname in certificate didn't match: <mail01.test.com> != <owa.test.com> OR <owa.test.com> OR <autodiscover.test.com> OR <legacy.test.com>

CollapseCause

The URL that was configured for iOS notifications is not listed in the certificate that the BlackBerry Enterprise Service 10 receives when attempting to communicate with that URL.

In the UDS console the URL would have been configured such as https://mail01.test.com/EWS/Exchange.asmx

Open this URL up in Internet Explorer on the BlackBerry Enterprise Server and click on the certificate button next to the address bar. Does the certificate contain this name in the subject, or the subject alternative fields? (Internet Explorer should also give you a certificate error if it does not).

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Update the Microsoft Exchange certificate so it contains all server names, or use a URL listed in the Microsoft Exchange certificate so there will no longer be a mismatch.

If updating the iOS notification URL, it will also be necessary to update the user's Microsoft ActiveSync profile so the two values point to the same hostname.

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