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BES user cannot enterprise activate - The private contact folders will not be displayed.

Posted on 2011-10-04
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Last Modified: 2012-05-12
We have 4 Exchange servers in a DAG filover with one Blackberry Enterprise Server. The BES was on version 5.0.2 working for 6 or so months with not a problem. We then added a user one day and the user is unable to active via Enterprise Activation. This seems to happen for most new users or existing requiring activation after receiving a new handset.

Exact error: A general BlackBerry Mail Store Service error was encountered while attempting to retrieve the user's private contact folders. The private contact folders will not be displayed.

We have looked at the BES work around which is to change the contact folders - we do not have this option, the other option was to update to the latest service packs - which we have done, we are now on Version 5.0.3 MR4. Same issue still exists.

Has anyone had this issue or found a work around?

Cheers
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Comment
Question by:CountC
12 Comments
 
LVL 2

Expert Comment

by:SeeDavid
ID: 36910023
Make sure the user is not a member of an admin group. Just make them a standard user, not admin or even a power user

Reset the activation code after and try again.
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LVL 1

Expert Comment

by:mostrovsky
ID: 36910438
I've seen it before with our bes, but it was with a user from our office in Germany.
We also tried using the fix from the blackberry website,  but could not do anything with the redirection settings.
In our case we restarted the Blackberry Mail Store Service on the bes server and were able to get in to do what we needed to do.
We did do it after hours, because restarting any blackberry enterprise server service can cause issues.
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Author Comment

by:CountC
ID: 36913976
Strangely we moved the user to another mailbox store on the same exchange server (where they previously resided) and we are able to activate them.

As for the second user, they are not an admin and have never been activated nor moved from their mailbox database.
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LVL 2

Expert Comment

by:SeeDavid
ID: 36914362
How about a power user?
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LVL 4

Expert Comment

by:ubabunski
ID: 36915929
Hi,

I have seen this happen on a Blackberry Enterprise Server if the user has an outlook profile in a different language. For example the error occured when we added a user that had a profile in Slovenian so the mail Contacts folder was named Kontakti instead of Contacts and the blackberry server somehow couldn't find the folder.
The solution was to create a contacts folder in the user mailbox named Contacts and then on the Blackberry server choose the right contacts folder for synchronization in the user's account properties.

hope this hepls

best regards
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Author Comment

by:CountC
ID: 36916000
Users are not power users either, just domain users.
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LVL 2

Assisted Solution

by:cntrlaltd3l
cntrlaltd3l earned 500 total points
ID: 36920117
0
 

Author Comment

by:CountC
ID: 36921242
It is not the actual activation itself but when we add the user to the BES before we activate we receive the above error message, which appears to stop the activation. We then try the activation (all methods listed in the article) and the operation eventually times out. Even connected directly to the BES itself via a USB cable.
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LVL 25

Assisted Solution

by:RobMobility
RobMobility earned 500 total points
ID: 36930199
Hi,

Can you check the BES service account (default BESADMIN) Exchange permissions on the message stores and/or servers - it sounds as if there is a permissioning error on at least one message store?

In terms of topology, is there anything between the BES and the Exchange Servers which may affect it communication (load balancer, firewall, router etc?)

Regards,


RobMobiliyt.
0
 

Author Comment

by:CountC
ID: 36945735
We have just deployed an express version in another domain, migrating also to exchange 2010 and I can see the same issue fresh out of the box. I will look at the permissions relating to exchange now.

The only firewall in place would be the Windows firewall which would have been turned on since day one, not in the last few weeks on the original install.
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Accepted Solution

by:
CountC earned 0 total points
ID: 36966580
We have sorted this out, turns out the following command needs to be run from the exchange shell to allow access to the database on top of the bes user having the required AD rights to the bes users mailboxes.

Command: “Get-MailboxDatabase | Add-ADPermission -User "username of bes service account" -AccessRights ExtendedRight -ExtendedRights Receive-As, ms-Exch-Store-Admin”
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Author Closing Comment

by:CountC
ID: 36984753
This exact command had to be run and was not previously suggested or led to.
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