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Blackberry cannot send email after moving to new server..only some others work ok

Posted on 2009-05-11
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Last Modified: 2012-05-06
So we moved about 100 users from one Exchaneg 2003 server to another. We have BES and have NOT moved the BB mailbox yet, just about 100 users. Of the 100,  5 cannot send email from their blackberryy and the rest can. they all can receive but as soon as they try and send they get a red 'x". We tried runnign the handheldcleanup agent on the server, restarting it and more. We did find that the diagnostics on the device showed that all working users had the last line in the BB disgnostic which says:
Connection to <user_email>@<domain.com : Yes

the non-workign users say "No".

Not sure even where to look since all mailbox rights seem to be appropriate. Any help woul dbe greatly appreciated. Its my first postin ghere so please forgiv eme if I do nto follow proper etiquette here...
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Question by:NJsupport
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Expert Comment

by:Gary Cutri
ID: 24360542
Hi, can you please open an email that has a red X and if you scroll up you will see an error message.  Please post back the error as I assume it may be Send As permissions.
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by:NJsupport
ID: 24360577
ok will try that!
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Gary Cutri earned 250 total points
ID: 24361221
If the error is "Unlisted message error" or "Desktop email program unable to submit message" this confirms that it is a Send As issue.  If this is the case just follow these steps to correct the problem:

1. Stop the Blackberry Router service.

2. Open Active Directory and from the View menu select "Advanced Features". Then go to each user that will be added to the BES and open their properties, go to the security tab and add the user BESadmin and add the security permission "Send As".

3. Run the following script logged on as Administrator
Note: Only use this step if you have BlackBerry users that are members of Admin groups. Using best practice methods it is recommended that mobile user accounts aren't members of any administration groups.

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

Example 1: dsacls "cn=adminsdholder,cn=system,dc=experts-exchange,dc=com " /G "EXPERTS_EXCHANGE\BESadmin:CA;Send As"

Example 2: dsacls "cn=adminsdholder,cn=system,dc=blackberryforums,dc =com,dc=au " /G "BLACKBERRYFORUMS\BESadmin:CA;Send As"

Example 3: dsacls "cn=adminsdholder,cn=system,dc=mobilenetwork,dc=lo cal" /G "MOBILENETWORK\BESadmin:CA;Send As"

NOTE: dsacls can be found in the Windows Server 2003 SP1 Support Tools pack: http://www.microsoft.com/downloads/details.aspx?FamilyId=6EC50B78-8BE1-4E81-B3BE-4E7AC4F0912D

4. Wait 20 minutes and then restart the BlackBerry Router service.

5. Restart the BES server.


Additional Information

To globally apply Send As permissions to all user objects follow these steps:
1. Open Active Directory.
2. Select the "View" menu and ensure "Advanced Features" is checked.
3. Right mouse click on your domain name and select Properties
4. Select the Security tab
5. Press the Advanced button at the bottom on the security tab
6. Select "Add" and enter your Blackberry Service Account name (e.g. BESadmin) and select OK
7. When the permissions screen appears change "Apply onto:" to "User Objects"
8. In the permissions box scroll down and check the Allow box beside "Send As" and press OK
9. Press Apply and OK to exit
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Author Comment

by:NJsupport
ID: 24365221
we got feedback from our end user and this what they are saying the error message they are getting on their blackberry is:

"desktop email program unable to submit message"
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LVL 26

Expert Comment

by:Gary Cutri
ID: 24365258
This is a Send As error, please follow my guide above.
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Author Closing Comment

by:NJsupport
ID: 31580382
Thank you Garycutri! you are a SAGE!!
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