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BlackBerry and Exchange 2007 daily password reset

We have a few BlackBerry devices on the Verizon network, using the Verizon BIS to contact our Exchange 2007 server to sync e-mail via ActiveSync. It works fine, except every day, our three users that have these same devices are asked to update their password on a daily basis. If they don't do this, e-mail will not get synced. After they do this, the e-mail starts flowing.

We've tried a multitude of things to fix this issue. I've contacted Verizon and had them make sure everything is correct in the account, and it is. The set up has been done multiple times on the BB to make sure everything is fine. I've read various suggestions that I've tried, but they have not worked. The last thing I tried was to change the server to connect to https: as part of the URL to the OWA server. I should note that we have a self-signed SSL cert.

Anyone have any ideas?

E-mail:
From: donotreply@blackberry.com
To: x@y.com
Subject: Action required: update password!
Sent: Jan 22, 2009 2:53 AM

Update the password for x@y.com in the BlackBerry Internet Service! Email messages from x@y.com are not being delivered to your BlackBerry device. To resume receiving email messages from this email address, update the password for x@y.com in the BlackBerry Internet Service:

 1. Open your BlackBerry Internet Service account by completing one of the following actions:

 * Click the email setup application on your device.
 * Using a browser on your computer, visit the BlackBerry Internet Service web site.

 2. Go to the Email Accounts page.
 3. Edit x@y.com.
 4. Update the Password field.
 5. Click Save.

Email Account Information:
Email Address: x@y.com Email Account Name: x@y.com

-- Automatically generated email: Do Not Reply to this email --

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jdera

If you contacted verizon they may have told you this already. Have you tried to delete the service book entries from the bb device and then resend the service book from the BIS website. If not give that a shot first.

thaug

ASKER

I have not done that yet. The person I was using as a guinea pig is not in today, so I'll be setting this up come Tuesday and hope that it works. I don't remember what we had done, but I don't think they had us try that.

jdera

That is a suprise. Give it a shot and let me know how it turns out.

thaug

ASKER

The user is finally back and I tried deleting the service books and resending them. The same problem still occurs. The message usually gets sent sometime between 2-4 AM.

While I thought this was a problem for all of our BB users on Verizon, I have a few others that have a different device, one of them even the Storm, and they do not experience this issue. The only people that experience this are the few that we have that purchased the same model BB and had them activated on the same day.

jdera

Get rid of the ActiveSync, use the BIS with the OWA setup. This is your best setup.

Here are instructions for the OWA BIS setup.

http://wap.blackberryforums.com.au/GetThread.php?f=31&t=634&bat=

Let me know if you run into additional problems.

thaug

ASKER

Thank link did not work.

jdera

Mean what's in the link or the actual link itself? I believe you need a bb to access it. Take out the wap in the front of the link. I believe that should do it.

thaug

ASKER

Sorry, I should have been clearer. The link itself did not work I tried removing the wap, but the URL's are very different on the full HTML site.

If you can't get the link, if you give me the title of the thread I can search for it.

jdera

Sorry, here is the title:

Unable to integrate an Outlook Web Access account

thaug

ASKER

We are trying the suggestions systematically on the site you specified, which for posterity is http://www.blackberryforums.com.au/forums/blackberry-web-client-support/634-unable-integrate-outlook-web-access-account.html

Unfortunately, it takes at least a day before we find out whether the proposed solution works. They have all failed so far, but I'm hopeful we will find a solution soon.

thaug

ASKER

A further update on this issue. I've been checking the IIS logs to see what is happening when the BlackBerry server is trying to contact ours. We see a few entries in the log where it appears to be failing. When we look at BB users connecting from AT&T, it seems that they are using ActiveSync to connect, and have no such problems. The Verizon BB server seems to be connecting via OWA instead. Our SSL cert is not in a trusted root authority. See the attached IIS log for one of the users having the problem. It seems to do a lot of jostling when it connects.

So, is there a setting I can change on our server, or is this a problem with Verizon not using ActiveSync?

date	time	cs-method	cs-uri-stem	cs-uri-query	s-port	cs-username	c-ip	sc-status	sc-substatus	sc-win32-status
03/04/2009	8:13:28	POST	/owa	-	443	-	67.223.74.27	301	0	0
03/04/2009	8:13:30	PROPFIND	/owa/User	-	443	-	67.223.74.27	401	2	2148074254
03/04/2009	8:13:30	PROPFIND	/owa/auth/User/ 	-	443	-	67.223.74.27	501	0	0

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thaug

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jd0323

Another version of this occured with our Verizon users. It required that the Blackberry software on the Handheld be updated to the latest version,.