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Cannot activate any Blackberry device to SBS 2003 server/BES

Posted on 2009-04-01
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Last Modified: 2012-05-06
Our company is changing over to Verizon as we speak and I have yet to get this BES server running.  We are rolling out a mixture of Blackberry Curves and Blackberry Storms.  

When I try and activate my phones wirelessly, they just say Activating... until they time out.
When I try and hook them up via USB by assigning the user to the device, I get the error Blackberry Manager does not know who the user is (or something to that effect).  

Here's the steps I have taken so far.

Read the BES installtion instructions and installed BES.  Realized that I have to actually be logged in as BESadmin for the service and Mapi to work correctly.  I ran the IEMStest.exe and it tested successfully.  I ran the SRPtest and it tested successfully.  I can send messages via email through the Blackberry Manager 4.1 to the devices successfully.  When I attempt to activate a phone wirelessly, the etp.dat files is received in the proper mailbox.

I have review KB02276, checked and double checked that I had all my permissions set correctly.

Any ideas?
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Question by:Gary11734
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Author Comment

by:Gary11734
ID: 24045253
I pulled this out of the ALRT Log:

It's just a snippett, but it seems to be atrend.
[30000] (04/01 16:01:19.875):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:01:30.250):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:01:30.250):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (6FFFC39C) -> Starting BlackBerry Mailbox Agent 1 for Server CRUZER - Version 4.1.4.40
[30000] (04/01 16:01:30.250):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:30.265):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (6FFFC381) -> Waiting for external UDP log messages on port 4085
[30000] (04/01 16:01:30.265):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:30.265):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (6FFFC350) -> Controller: This BES Agent is under control of BlackBerry Agent Controller
[30000] (04/01 16:01:30.265):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:36.937):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:01:36.937):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (AFFF4EA9) -> MailboxManager::SubsystemInitialize - g_pSession->OpenMsgStore (0x8004011d)
[30000] (04/01 16:01:36.937):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:36.937):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (AFFF4EA9) -> MailboxManager::SubsystemInitialize - g_pSession->OpenMsgStore (0x80040111)
[30000] (04/01 16:01:36.937):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:36.937):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (EFFF2825) -> BlackBerry Messaging Agent CRUZER Agent 1 failed to start. Error code 5305
[30000] (04/01 16:01:36.937):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:36.937):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:30  (6FFFC3BA) -> Stopping BlackBerry Mailbox Agent 1 for Server CRUZER
[30000] (04/01 16:01:36.937):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.265):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:01:42.265):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (6FFFC39C) -> Starting BlackBerry Mailbox Agent 1 for Server CRUZER - Version 4.1.4.40
[30000] (04/01 16:01:42.265):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.265):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (6FFFC381) -> Waiting for external UDP log messages on port 4085
[30000] (04/01 16:01:42.265):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.281):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (6FFFC350) -> Controller: This BES Agent is under control of BlackBerry Agent Controller
[30000] (04/01 16:01:42.281):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.281):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (AFFF4EA9) -> MailboxManager::SubsystemInitialize - g_pSession->OpenMsgStore (0x8004011d)
[30000] (04/01 16:01:42.281):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.875):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:01:42.875):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (AFFF4EA9) -> MailboxManager::SubsystemInitialize - g_pSession->OpenMsgStore (0x80040111)
[30000] (04/01 16:01:42.875):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.875):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (EFFF2825) -> BlackBerry Messaging Agent CRUZER Agent 1 failed to start. Error code 5305
[30000] (04/01 16:01:42.875):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:42.875):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Messaging Agent CRUZER Agent 1 (Application Event Log on CRUZER) | 04/01/2009 16:01:42  (6FFFC3BA) -> Stopping BlackBerry Mailbox Agent 1 for Server CRUZER
[30000] (04/01 16:01:42.875):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:01:47.875):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:01:47.875):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Controller (Application Event Log on CRUZER) | 04/01/2009 16:01:44  (AFFF4FB6) -> EventID:afff4fb6'CRUZER' agent 1: will not restart - reached the maximum of 10 restarts per 24 hours
[30000] (04/01 16:01:47.875):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:02:01.125):{0x968} EventLog::ThreadProc: Received notification, processing...
[30000] (04/01 16:02:01.125):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Dispatcher CRUZER (Application Event Log on CRUZER) | 04/01/2009 16:02:01  (AFFF4E20) -> SRPClient::Connect: Error calling host "192.168.16.150" (10061)
[30000] (04/01 16:02:01.125):{0x950} Alarm::ThreadProc: Received an alarm message
[30000] (04/01 16:02:01.140):{0x968} [Alarm::ActivateAlarm] Queuing alarm: <N/A> | BlackBerry Dispatcher CRUZER (Application Event Log on CRUZER) | 04/01/2009 16:02:01  (AFFF4E20) -> [SRP] Connection failed
[30000] (04/01 16:02:01.140):{0x950} Alarm::ThreadProc: Received an alarm message
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Assisted Solution

by:Gary Cutri
Gary Cutri earned 200 total points
ID: 24048799
Hi, please follow my guide below but at Step 6 also drill down to "mailstore" and ensure it is set to inherit the permissions.  Please note that the software MUST be installed and accessed using the BESadmin account.

http://www.blackberryforums.com.au/forums/microsoft-exchange/281-bes-sbs-2003-a.html
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Expert Comment

by:Gary Cutri
ID: 24048974
Just to help explain my comments above here is an image of what I am referring to with regards to the mailstore.  Please ensure you also check the permissions here as it may not be inheriting the BESadmin permissions.
SBS03ESM.jpg
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Author Comment

by:Gary11734
ID: 24049684
Okay, I reinstalled under BESADMIN.

Everything is the way it was before.  I am however a Domain Admin.  How do I run the script that you have in "extras"?
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Expert Comment

by:Gary Cutri
ID: 24049836
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Author Comment

by:Gary11734
ID: 24050846
I don't know how to physically run a script.  I put the script in the "run" line and also tried it on a command line.  Says it cannot find dsacls
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Author Comment

by:Gary11734
ID: 24050853
Furthermore, I tried activating a user who is not a domain admin and no luck on that either.
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Expert Comment

by:Gary Cutri
ID: 24051017
Install the Support tools in the link and the go Start > RUN > type CMD (press enter).  Now type the following:

cd\

cd program files\support tools

dsacls "cn=adminsdholder,cn=system,dc=domainname,dc=c om " /G "DOMAINNAME\BESadmin:CA;Send As"
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Expert Comment

by:Gary Cutri
ID: 24051035
re: Furthermore, I tried activating a user who is not a domain admin and no luck on that either.

Can you please confirm that the SRP status is Connected (it on the Servers tab in BlackBerry Manager)
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Author Comment

by:Gary11734
ID: 24051068
Yes sir, it is.
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Author Comment

by:Gary11734
ID: 24051079
Working on the SUpport tools part now.
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Expert Comment

by:Gary Cutri
ID: 24051137
Ok, assuming you have correctly set all the BESadmin permissions in Exchange try a cabled activation.  Just connect the device to BES via USB and then in BlackBerry Manager right mouse click the user and select Assign Device > Select the connected PIN > Press OK.  After a few minutes activation window should appear.  Also if you added these users before you corrected the BES install delete them and re-add them to the BES.
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Expert Comment

by:Gary Cutri
ID: 24051169
If you have BlackBerry Professional and the users don't delete correctly follow my "select DisplayName from UserConfig" guide

http://www.blackberryforums.com.au/forums/microsoft-exchange/3855-blackberry-professional-help-deleted-users-exchange-help.html#post14567
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Author Comment

by:Gary11734
ID: 24051222
I ran the script 3 different ways, all coming back with the error "The format of the specified domain name is invalid".  The server's name is Cruzer, the domain is Capri2

dsacls "cn=adminsdholder,cn=system,dc=domainname,dc=c om " /G "CRUZER\BESadmin:CA;Send As"

dsacls "cn=adminsdholder,cn=system,dc=domainname,dc=c om " /G "CAPRI2\BESadmin:CA;Send As"

dsacls "cn=adminsdholder,cn=system,dc=domainname,dc=c om " /G "DOMAINNAME\BESadmin:CA;Send As"

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Author Comment

by:Gary11734
ID: 24051243
When I try a cabled activation, I receive the "Blackberry Manager isn't aware of that user yet" error.  Prior to uninstalling and reinstalling the BES server I deleted the database completly out of SQL.
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Expert Comment

by:Gary Cutri
ID: 24051367
The command should look like:

dsacls "cn=adminsdholder,cn=system,dc=cruzer,dc=local " /G "CRUZER\BESadmin:CA;Send As"

It sounds like the permissions for the BESadmin account are not correct in Exchange System Manager.  As mentioned ensure they are set as per my guide and then also check the permissions on the mailstore as per my example image above.
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Expert Comment

by:jdera
ID: 24055267
One quick thing, have you confirmed with Verizon that these bb devices have the correct BES Enterprise data plan associated with them?  Since you indicated you were switching over to Verizon, were you using BES prior or were these phones set up with the Blackberry Internet Service...?
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Author Comment

by:Gary11734
ID: 24055739
I asked the question because I saw that in so many other forums as a possible solution.  The sales guy said I have the BB Enterprise provision.  This is our first time using Blackberrys or any RIM product.

I'm going to post screen shots of the drill down and the permissions I have set up for besadmin.  I'm pretty sure I've got it right.
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Author Comment

by:Gary11734
ID: 24055796
Here's the drilldown part you showed me.
besadmin.JPG
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Author Comment

by:Gary11734
ID: 24055817
I ran the script dsacls "cn=adminsdholder,cn=system,dc=cruzer,dc=local " /G "CRUZER\BESadmin:CA;Send As"

and it returned the error "The specified domain either does not exit or could not be contacted."
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Expert Comment

by:Gary Cutri
ID: 24055819
That drilldown is correct for the mailstore permissions but it says "not inherited" which indicates the permissions may not be correct on the server level (CRUZER).
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Expert Comment

by:Gary Cutri
ID: 24055835
Try this:

dsacls "cn=adminsdholder,cn=system,dc=capri2,dc=local " /G "CAPRI2\BESadmin:CA;Send As"
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Author Comment

by:Gary11734
ID: 24055903
Here's the server permissions
besadmin2.JPG
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Author Comment

by:Gary11734
ID: 24055920
That script worked...unfortunately it didn't make my phone activate.  I'm not at work so I can't try the cabled solution until the morning.
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Expert Comment

by:jdera
ID: 24056025
If everyone believed what a sales guy said we would all own swamp land in Florida...you just might want to call Verizon Blackberry support and double check that one, can't hurt.
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Author Comment

by:Gary11734
ID: 24056043
I did.  Customer support confirmed it.
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Accepted Solution

by:
Gary11734 earned 0 total points
ID: 24056290
All fixed.....Thanks for the help though Gary

http://www.blackberryforums.com.au/forums/general-bes-discussion/300-identifying-troubleshooting-enterprise-activation-issues.html

Tip # 8
If the ETP.dat message is not getting picked up by the BlackBerry Enterprise Server and you have already confirmed the permissions are correct, the following warning might appear in the Application Log: User John Doe not started.

Tip: Stop and start the Router, Dispatcher, and Controller services in that order. This forces the Controller to assign the BlackBerry device user to an agent and the ETP activation message should be processed several minutes later.
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