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Office Update broke Blackberry Pro Express

I have Blackberry Professional Express for Exchange running on a Windows 2003 server box along with Office 2003. Last night I ran Microsoft Update and three Office 2003 patches were installed:
Security Update for Office 2003 KB954478
Security Update for Office 2003 KB953404
Update for Outlook 2003 Junk Email Filter KB956077
I have two users who were running A-OK before the updates; they have not connected since.
I have verified that they wireless connection is good. So is the database connection and the MAPI connection to Exchange. I have also verified that the 'Send As' rights are still in force for BESADMIN.
On Blackberry Forums I found some leads; a recommendation was to install the latest service pack from Blackberry, which would re-register the services. (This was in response to someone who installed Outlook after BPE. I'm wondering if the updates didn't cause a similar issue). But I'm at the latest version, and there are no service packs available. How else could I re-register the services? If I reinstall BPE will it save the settings, or will I have to reconfigure the users, licenses, etc?
If it helps, this is the application log error I get every 10 minutes on the BPE server:
Event Type:      Warning
Event Source:      BlackBerry Controller
Event Category:      None
Event ID:      20000
Date:            9/10/2008
Time:            4:08:18 PM
User:            N/A
Computer:      OEMADMIN01
Description:
The description for Event ID ( 20000 ) in Source ( BlackBerry Controller ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Agent 1: Missed 33 heartbeats.

First thing I would do before any reinstall is to resend the service book to the devices having the issue. You can do this from the BES.

ASKER

jdera,

I've tried that, but the request to resend just queues up, it doesn't get sent.

Another suggestion on one of the users just delete their Outlook profile and recreate the outlook profile.

ASKER

Where would I delete their Outlook profiles? The users don't have Outlook profiles on the BPE server.

ASKER

I deleted and recreated the besadmin profile on the server, but it hasn't helped.

Outlook profile on their pc. Is it only affecting 2 users or all users. If only 2, take 1 of them backup up the bb device using desktop manager and then wipe the device.

If no joy with that delete the bb user from the bpe server and recreate them.

ASKER

No joy, no joy. I deleted one of the users from the bpe server. But the server still seems to think the user is there - it won't release the license to let me re-add the user. When I try to release the license manually, it won't let me because the license is already in use. When I search for a user, I can search that person's name, and it cuts over to the Users tab - but the user is no longer listed there. (To delete the user, I went to the Users tab, rt-clicked on the user, and chose 'Delete User'. It seemed straight-forward enough).

Possible user is stuck in the BES work queue.

1> Use Besmgmt
2> Delete from workqueue where UserconfigID = 53
3> go

Where userconfigid can be found from the userconfig table

bcp besmgmt..userconfig out "C:\user.txt" -c -T

(Showtime ,did RIM give you that command)

Deleting from workqueue table is not recommended unless advised by RIM support,unless you know exactly what you are doing.

http://www.blackberryforums.com/bes-admin-corner/40199-cant-delete-user-bes.html

ASKER

Hmmm... I'm not sure BPE has this functionality. I can't find a tool called besmgmt, command-line or otherwise. There is a besmgmt database, but that's it. As noted, deleting from the table is not recommended without a thumbs up from RIM.

Am I just missing the tool?

Sorry should have wrote the post better.

The 1, 2, 3 are SQL commands here is where it is a little more clear, but you will need to enter these lines into the SQL Analyzer of the SQL server. So when it states use besmgmt it does mean the database.

osql -E

1> use BESMgmt
2> select DisplayName from UserConfig
3> go
Name Here
(1 row affected)
1> delete from UserConfig where DisplayName="name"
2> go

forums.crackberry.com/f50/blackberry-professional-software-unable-delete-user-15543/+delete+user+license+on+blackberry+professional+software&hl=en&ct=clnk&cd=1&gl=us

Here is even a better post:

http://technicalmumblings.wordpress.com/2008/06/23/manually-purge-user-from-blackberry-professional-database/

How did this turn out?

ASKER

After deleting the user from the CL, I was able to add her as a new user, and Regenerate and Email an Activation Password. But that's where it stops. She gets the email, enters in the password on her device - but it never initializes within BPE.

ASKER

I talked to the user. She gets the email and enters the password into her device. Then she gets a confirmation from her carrier that the connection was made. I've checked my firewall, and it is setup to pass traffic and is working properly, nor do the logs show any problems with this traffic. But the damn BPE still won't initialize.

Try this redo but instead of the over the air, connect the USB cable to the BES and BB. Whenever I had problem with the OTA, that did the trick. So it never showed a percentage of how much it had gone thru the process on the bb? Are you ok with license numbers?

ASKER

I'll try the USB connection. Should I delete the current user setup (which is waiting for the OTA connection to get initialized) and go through the new user setup wizard again, or can I just connect it?

I'm good for licenses.

Delete the current user setup and start fresh.

ASKER

Still no joy. I deleted the user and ran the setup wizard to connect with USB. But when I try to assign device, I get the error: The user is not yet known to the Blackberry Agent. It can take several minutes for a newly added user to be fully initialized by the server before it can be provisioned. (16)

I waited overnight, but it didn't work.

I've gone back and forth over BB KB04293 and double-checked all of the permissions. I've added and re-added the MAPI profiles.

I'm getting ready to uninstall everything and start from scratch.

Well a BES reinstall will mostly likely fix it but before you do that, try to wipe the handheld. Before you do this, back up the bb device and use desktop manager 4.6 for the backup. Once wiped, delete the user from BES, I had the same problem you are having a few times and the wipe and removal of the user from BES did the trick on the re-activation. I have never had to reinstall BES.

ASKER

There's a catch - My company doesn't own the handhelds, the people who bought them do. I keep them connected to the office email with BPE. If I wipe the handheld, are they going to lose everything on there - their other email accounts, contacts, apps, etc?

Yes the wipe does wipe all data, that is why I mentioned the backup scenario. How many users do youy support on this BES again? If not all of them are having the problem then the BES is not the issue. Another suggestion to you have a bb device that you can try and connect, see if the new one is having the same problem.

ASKER

I have two users, both having the same problem. I don't have another device I can hook up.

I have this problem too
Exchange 2007, and Blackberry Professional
The KB's installed by MS were;

(KB938464)
(KB951944)
(KB954326)
and now gets event ID 20000, from Blackberry controller.
Is that the same as you are getting, as am about to log this with RIM?

ASKER

YES! Windows Server 2003 Hotfix KB938464 was installed.
I also installed:
2 Office 2003 security patches - KB954478 & KB953404 and the Update for Outlook 2003 Junk Email Filter - KB956077.
I wonder if KB938464 is our poison pill.
I get Event ID 20406 from Blackberry Controller every 1 minute.
Please let me know what BB sez!

Well if you having this issue with more than one BB device, best best just to unistall and reinstall BES. Removing those updates, could make it worse at this point.

ASKER

Thanks for all of the help so far, jdera. I'm going to start the reinstall tomorrow morning and I'll update you as to what happens.

ASKER

I uninstalled and reinstalled BPE. The previous settings were still there, but I had to delete the users using the osql CL utility. Then I re-activated the users--and it worked! Well, one did. One user reactivated through wireless with no problems. For the other user, the wireless activation failed to connect (though I had good coverage). So I deleted the user again, and reactivated the device with it connected directly to the server with Blackberry Manager. That worked, and the device is initialized. But now it won't update wirelessly. When I look at the Enterprise Activation control panel on the device, it says, "Desktop: Activated on Sep 19, 2009Activated on Aug 11, 2008" - 8/11 being the day it originally was activated wirelessly, and 9/19 being today, the day it synced with the desktop. I've been working with it all morning. No joy on the wireless, but connect it to the server and it syncs right up. Is there a way to get it to connect to the wireless without deleting the user and trying to reactivate over wireless again?

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ASKER

Sorry I didn't mention it, but I tried that when it was connected directly to the server. It still wouldn't communicate over wireless.

ASKER

Thank you for your persistent help, jdera. Well done.

ASKER

A few hours after connecting through the desktop, the device synced through wireless.