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Tentative appointments problem - Not appearing in handset Inbox

When a user is set a tentative appointment they receive notification to their desktop email inbox, however, the tentative appointment does not appear in BlackBerry handset inbox.  Instead the appointment appears directly in the users Calendar (but still appears in desktop inbox).

My problem is that if a rep is out of the office and does not use his desktop the appointment is in the handset calendar but he is not aware of it!
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Andrew Wright
Asked:
Andrew Wright
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1 Solution
 
ALogvinCommented:
What you are seeing is standard Exchange behavior. When a calendar notice is sent to you, Outlook and Exchange slap it on your calendar as tenative, regardless of if you have read it or not. Your BlackBerry syncs this tenative appointment to your handheld calendar, to make it match your Exchange calendar.

Now, you did mention that the tenative appointment doesnt appear in your handset inbox. Do you mean the meeting request?
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Andrew WrightIT CoordinatorAuthor Commented:
Yes the meeting request does not appear in the inbox, whereas it does on the desktop inbox.  Can this be configuered to do this or am I trying to do the impossible?

Thank you for your help so far.
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ALogvinCommented:
No, you are not trying to do the impossible. All meeting requests should make it to your BlackBerry.

I am having trouble understanding what it is that isnt appear. Is it all meeting requests? Or only specific ones? I think to get to the bottom of this we need to know a bit more.
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Andrew WrightIT CoordinatorAuthor Commented:
All meeting requests appear on the handset calendar but do not appear in the handset inbox as you would normally expect it to on your desktop.

Example:
User 1 (desktop) inputs a meeting and requests user 2 (BlackBerry Handheld) as an attendee.  The meetings request is sent and the meeting day and date appear in the calendar but bypass the inbox where user 2 would accept,  decline or suggest a re-scheduled time and date.
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ALogvinCommented:
OK. It sounds almost like the meeting notice is being filtered off the BlackBerry. Standard Outlook behavior slaps a tentative meeting notice if you havnt accepted or declined a meeting yet onto the Outlook calendar... I'm sure your BB is simply syncing this meeting to the device and ignoring the request altogether.

Now, as to why the meeting notice isnt making it to the BB inbox...

What version of Exchange do you have, and what version of BlackBerry Server? I've heard similar problems that are attributed to a mismatched CDO file or permissions issue.
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Andrew WrightIT CoordinatorAuthor Commented:
SBS2000 & BlackBerry Professional Software.

CDO.dll - The BPS cdo file is a higher version than the server (which I believe is okay and nothing to worry about)

Permissions - Hmmm, I believe these are okay as everything else is working okay and have gone through them (many times) with a fine tooth comb.

Due to the fact that this is the only BPS server I have ever managed i have nothing to compare against so don't know if this feature is available??
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ALogvinCommented:
Well if you have the pro software its installed on the same server as Exchange, so that shouldnt be an issue. Look in your MAGT logs in the Log directory of program files\research in motion\blackberry enterprise server\ for the phrase "cdo.dll".
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Andrew WrightIT CoordinatorAuthor Commented:
Did notice this:
[30000] (11/17 00:00:05.921):{0x1910} [ENV] BlackBerry User Administration Service: NOT FOUND

And

[40719] (11/17 10:20:46.578):{0x1E28} {user@company.co.uk} GetFolderIDFromList No folder ID in list for EntryID
[40599] (11/17 10:20:46.578):{0x1E28} {user@company.co.uk} GetNewMovedMessages - Could not find folder entry id in folder list for RefId=-55886835

but nothing about CDO.dll
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ALogvinCommented:
not a problem not to have the user admin service.

also not a problem for the second thing... that means the user has a subfolder under their Sent Items and RIM decided it wasnt worth fixing until 5.0 hits ;)

Now that you are in your MAGT logs though.. muahah! Can you turn your logging up to level 4? Do this in the Server Configuration Tool that is on the start menu. Once this is done, send a few test messages, and try and find them in the logs.
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Andrew WrightIT CoordinatorAuthor Commented:
Yes, message went out from my Blackberry and came into my inbox and was sent to my hand held.

What specifically am i looking for?
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ALogvinCommented:
We want to see the path that the message was taking, to see why the messages are failing. Once you up the logs and send some tests, if you can upload the log file, that would be best :)
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Andrew WrightIT CoordinatorAuthor Commented:
Hahaaaa, the culprit has been found:

[30002] (11/18 14:02:21.593):{0x1C18} Server = <ServerName>, Mailbox = /o=<ServerName>/ou=first administrative group/cn=Recipients/cn=AndyW Description = You do not have permission to log on. [Microsoft Exchange Server Information Store - [MAPI_E_FAILONEPROVIDER(8004011D)]]

Can you shed light on what this means....?
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Andrew WrightIT CoordinatorAuthor Commented:
I have followed the steps on the KB article and all seems to be okay until I get to Step 4:

Task 4

Grant Send As, Receive As, and Administer Information store permissions at the public folder store level.

Open the Microsoft Exchange System Manager that is installed on the server(s) where the BlackBerry users public folder store resides.
Expand Administrative Groups, then expand Servers and storage groups.
Right-click the public folder store that will be hosting the BlackBerry device users folders.
Click Properties.
On the Security tab, click Add, then select the BlackBerry Enterprise Server administration account.
In the Permissions window, verify that Send As, Receive As, and Administer Information store permissions are granted.

Send As, Receive As, and Administer Information store are not in the list in "Security Tab".  Additional, I have set BESAdmin to have Full Control, however when I look in the Permissions Tab (within Advanced) and highlight the BESAdmin account (both Special & View Information  Store) they have not Inherited the Full control which I gave in the Security Main screen.

Also, once these settings are applied do I need to restart the server (bit reluctant to do this as I have time critical emails coming in at the moment).

Your continued help resolving this problem is much appreciated ALogvin.
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ALogvinCommented:
You shouldnt need to restart the BES, however I would recommend you restart the BB Controller service on there to reset the Agents.

you werent clear on your message... did you change anything? You said you followed the steps, but didnt specifically say you did change anything.

you are right about the permissions on the public folders, they dont match RIM's article. what you did should be fine.
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ALogvinCommented:
http://www.blackberryforums.com/bes-admin-corner/126551-another-8004011d-mapi-problem.html

These users appear to have similar problems. It looks like a problem w/ Public folders still
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Andrew WrightIT CoordinatorAuthor Commented:
I looked at your link b ut the similarities are tenuous, however what do you think about this one:

http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB10285&sliceId=SAL_Public&dialogID=214268011&stateId=1%200%20214266403

Regards
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ALogvinCommented:
I doubt it is the MAPI profile, but it doesnt hurt to try for sure.
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Andrew WrightIT CoordinatorAuthor Commented:
Just to further add insult to injury, I have now got another user who was sycronising quite happily with their calendar on BB 8100 has now got a BB Storm and he now has a similar issue where it will sync from Outlook to BB but not from BB to Outlook.

I have looked at BB KB 00886 which seems to almost precisely match the symptoms, how ever all permissions seem to be okay, I may decide to delete the BESAdmin account and start from scratch.

Ideas, suggestions?
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Andrew WrightIT CoordinatorAuthor Commented:
Thanks for your help, I want to award you the points for your help.  I want to close this question off now as I am going to move the BES Server and hopefully when I have moved it and set permissions all should be fine.
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