RichardsonAE
asked on
Unable to associate BlackBerry device to user
I have recently configured a BlackBerry Enterprise Server for our organization. The BES is running on Windows Server 2003 R2 w/SQL and works in conjunctions with Exchange 2003.
For the most part, the installation has gone smoothly. However I am not able to associate a device to a user. I am using the following steps (after creating the user account):
1. Connect BB device to computer
2. Log into the BlackBerry Administration Service (web)
3. navigate to Devices > Attached Devices > Manage Current Device > Assign the current device to a user
4. I then search for the user account, select it and click "Associate User"
5. I then receive the following error message: "The BlackBerry Administration Service was unable to retrieve specific device attributes from the device that is connected to your computer."
According to the BlackBerry Expert Support Center, this occurs in one of two situations; either the user is not an enabled BlackBerry user or we do not have sufficient licenses remaining. I have verified that licensing is not the issue (thousands remain) and the user account is definitely enabled (viewing the user account only allows me to disable as a BlackBerry user).
Has anyone run into a similar problem and worked out a resolution? Any help would be greatly appreciated. Thanks in advance!
For the most part, the installation has gone smoothly. However I am not able to associate a device to a user. I am using the following steps (after creating the user account):
1. Connect BB device to computer
2. Log into the BlackBerry Administration Service (web)
3. navigate to Devices > Attached Devices > Manage Current Device > Assign the current device to a user
4. I then search for the user account, select it and click "Associate User"
5. I then receive the following error message: "The BlackBerry Administration Service was unable to retrieve specific device attributes from the device that is connected to your computer."
According to the BlackBerry Expert Support Center, this occurs in one of two situations; either the user is not an enabled BlackBerry user or we do not have sufficient licenses remaining. I have verified that licensing is not the issue (thousands remain) and the user account is definitely enabled (viewing the user account only allows me to disable as a BlackBerry user).
Has anyone run into a similar problem and worked out a resolution? Any help would be greatly appreciated. Thanks in advance!
mystics7
Have you tried deleting the user from the BES and then readding the user back. I've run into problems (not this one) when activating or adding a user and this has worked.
ASKER
Yes, I have tried deleting the user and re-adding it. I get the same result each time. I also get the ""The BlackBerry Administration Service was unable to retrieve specific device attributes from the device that is connected to your computer." message when trying to assign a device to a new account. I don't think the issue is account specific because I receive the error message with any account, existing and new.
I have also run connectivity tests on the BES as well as the device itself (using the BB Expert Support Center Tools) and receive no errors, everything comes back as it should.
I have also run connectivity tests on the BES as well as the device itself (using the BB Expert Support Center Tools) and receive no errors, everything comes back as it should.
Have you tried a Wireless Enterprise Activation ? Try this after you do a complete wipe out of the blackberry handheld and then run handheldcleanup.exe -u on BES.
ASKER
I have tried Wireless Enterprise Activation as well. The device will just sit at the "Activating" screen before reporting that an error occurred.
I wiped the hand held but I was unable to run handheldcleanup.exe -u on the BES. I assume this is handled via a command prompt? I receive "handheldcleanup.exe is not recongnized..."
As of right now, I am able to add users without any issues. When connecting a device to my machine, the BB Admin Service locates the device but will not allow my to assign it to a user.
Any other thoughts?
I wiped the hand held but I was unable to run handheldcleanup.exe -u on the BES. I assume this is handled via a command prompt? I receive "handheldcleanup.exe is not recongnized..."
As of right now, I am able to add users without any issues. When connecting a device to my machine, the BB Admin Service locates the device but will not allow my to assign it to a user.
Any other thoughts?
ASKER
Quick update...
I ran the handheldcleanup.exe tool with the -u tag and the process completed successfully. However I am still not able to assign the device by either connecting it via USB or via wireless activation.
After doing a bit more digging I've found that all of the users I've added to this point (3 total) all are in an "Initializing" status. Perhaps this is the larger issue?
I ran the handheldcleanup.exe tool with the -u tag and the process completed successfully. However I am still not able to assign the device by either connecting it via USB or via wireless activation.
After doing a bit more digging I've found that all of the users I've added to this point (3 total) all are in an "Initializing" status. Perhaps this is the larger issue?
ASKER
Another update...
After further review it looks like the BlackBerry Agent is unable to start. The error 20406: 'BES' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours. This is accompanied by error code 5305.
Checking the BB knowledge base shows multiple causes and solutions. I've gone through them all and verified that they are not the cause, with one exception. The following is listed as a possible cause/solution:
Cause 3The security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.Resolution 3Change the MAPI authentication method to Windows NT Password Authentication.Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.To view and edit the MAPI profile, complete one of the following resolutions: BlackBerry Enterprise Server software versions 2.0 to 3.6 1. Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server .
BlackBerry Enterprise Server software versions 4.0 to 5.0
1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.
BlackBerry Professional Software
1. Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.
I cannot verify the following as I have no Mail icon in Control Panel:
Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.
Suggestions?
After further review it looks like the BlackBerry Agent is unable to start. The error 20406: 'BES' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours. This is accompanied by error code 5305.
Checking the BB knowledge base shows multiple causes and solutions. I've gone through them all and verified that they are not the cause, with one exception. The following is listed as a possible cause/solution:
Cause 3The security settings in the MAPI properties are configured to prompt for a password and Distributed Password Authentication is used.Resolution 3Change the MAPI authentication method to Windows NT Password Authentication.Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.To view and edit the MAPI profile, complete one of the following resolutions: BlackBerry Enterprise Server software versions 2.0 to 3.6 1. Click Start > Programs > BlackBerry Enterprise Server > Edit BES MAPI Profile or Edit the MAPI Profile for > BlackBerry Server .
BlackBerry Enterprise Server software versions 4.0 to 5.0
1. Click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.
BlackBerry Professional Software
1. Click Start > Programs > BlackBerry Professional Software > BlackBerry Server Configuration.
2. Click the BlackBerry Server tab.
3. Click Edit MAPI Profile.
I cannot verify the following as I have no Mail icon in Control Panel:
Go to Control Panel > Mail > Show Profiles > Properties > Microsoft Exchange Server Properties > Advanced. The Logon network security drop-down list should read NT Password Authentication.
Suggestions?
ASKER CERTIFIED SOLUTION
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I had this issue and couldn't workout what is wrong then I read some pre installation guides from Blackberry. Please make sure when you install BES you are logged in as BESadmin account and not administrator account on the server (in my case SBS 2008). create BESAdmin account and give that account proper rights. It worked for me