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can not log into BES BAS

Posted on 2011-10-17
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Last Modified: 2012-05-12
I am having trouble logging into the BES blackberry administration service. i was able to login before and now i cant get in. i double checked all my credentials username, password, domain, and log in using active directory. can anyone assist? i am able to log into the windows server, but not BAS, nor from my workstation browser either.

thank you
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Question by:cadnyc
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LVL 15

Expert Comment

by:jerseysam
ID: 36979313
Ensure you have the latest service packs installed.

You could try removing the Registry Key:

Stop services first.

HKEY CURRENT USER\Software\Research In Motion\Blackberry Enterprise Server\Administration Service\Key Store\WebKeyStorePass

I would probably then either restart the machine or services.

There is also an article on the Blackberry site:
http://docs.blackberry.com/en/admin/deliverables/16619/BlackBerry_Administration_Service_KIL_1020298_11.jsp

May be worth a read before you delete the registry key.
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Author Comment

by:cadnyc
ID: 36979330
what services.msc would you stop and restart? recommendations?
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Author Comment

by:cadnyc
ID: 36979341
i rebooted the server last week. with last weeks nationwide outage, i thought this was the reason why i couldnt log in. but from blackberry website, the outage is now operational as of today.
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LVL 15

Expert Comment

by:jerseysam
ID: 36979436
There is a reported fix from Blackberry:

Open SQL Server Management Studio Express.
Expand Databases:


Right click on BESMgmt > Tasks > Backup (Backup the database)

Click OK

Right click on BESMgmt database and select new query

Run the following SQL Statement:

SELECT * FROM BASUsers WHERE LoginName = 'admin';

Execute statement.

Then run the following SQL Statement:

UPDATE BASUsers SET LoginPassword = '2951a982f568f15567b7c6e0e50990b9' WHERE LoginName = 'admin';

Execute statement.

This will change the BlackBerry Administration Service Account Password to:
blackberry.

Try this.

Otherwise ensure you have installed the BES Maintenance releases.

Check the logs for any strange exceptions.

If all else fails. Backup registry. Stop ALL blackberry serices. Delete the registry key i mentioned. Start serivices. Re-try login.
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Author Comment

by:cadnyc
ID: 36979463
in blackberry server configuration on the administration service - LDAP
when verifying my LDAP password, i am getting a invalid parameter for the besadmin username.
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LVL 15

Expert Comment

by:jerseysam
ID: 36979503
OK, so have you actually installed the latest maintenance releases?

Have you checked you can actually log into windows as BESAdmin?

I presume you have tried Opening the BlackBerry Server Configuration, Click on the Administration Service - LDAP tab, Enter in the LDAP password,Click Verify. Do you get a fail?

Is so then it could be a reverse look issue that i have faced.

Please see Blackberry Knowledgebase Article KB17949:

http://btsc.webapps.blackberry.com/btsc/microsites/search.do?cmd=displayKC&docType=kc&externalId=KB17949&sliceId=2&docTypeID=DT_SUPPORTISSUE_1_1&dialogID=135698667&stateId=0%200%20131824803

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Author Comment

by:cadnyc
ID: 36979710
after 3rd attempt, i am able to valid the LDAP besadmin pw, but I still can not log into BAS.

how do i find out what SP i am running if I can not get into BAS?
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LVL 15

Expert Comment

by:jerseysam
ID: 36979939
Possibly under Add/Remove programs with the updates box ticked
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Author Comment

by:cadnyc
ID: 36979998
i dont see any SP's
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LVL 15

Expert Comment

by:jerseysam
ID: 36980001
Did you follow the Blackberry article regarding the look up?
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LVL 15

Expert Comment

by:jerseysam
ID: 36980005
download maintenance releases for your BES and install.
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Expert Comment

by:jerseysam
ID: 36985657
How have you got on cadnyc?
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LVL 12

Expert Comment

by:mattclarified
ID: 36988697
Hi,

Your screenshot above indicates that you are running BES 5 with no service packs and no management rollups.  I would advise logging into the BES box as the besadmin account and running all the service packs and management rollups from the link above.

M@
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Author Comment

by:cadnyc
ID: 36992826
i was not able to install straight to SP3. Do I have to install them in the following order SP1, SP2, and SP3?
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Expert Comment

by:jerseysam
ID: 36992869
yes quite possibly
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LVL 12

Expert Comment

by:mattclarified
ID: 36993062
You should be able to upgrade straight to SP3, but you won't be able to upgrade to the latest maintenance release, make sure you are trying to run the besn_upgrader_5.0.3.exe (for Lotus) or besx_upgrader_5.0.3.exe (Exchange

M@
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Author Comment

by:cadnyc
ID: 36997339
i have successfully upgraded the SP3, v5.0.3 (bundle 33). during the install i ran into some blackberry router has failed to start, blackberry attachment service failed, blackberry dispatcher failed, blackberry mdf connection service failed, blackberry alert failed, blackberry administration service - ncc has failed.
i completed the install and rebooted. i now can not access the blackberry admin service webconsole or the blackberry web desktop manager web desktop.
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Author Comment

by:cadnyc
ID: 36997481
i was able to get all the blackberry services running by changing the logon pw on each of the services.
BAS will not load - https://localhost/webconsole/login

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LVL 12

Expert Comment

by:mattclarified
ID: 36998797
Hi,

Are you running the services as the BESAdmin account?  Did you log in as the BESAdmin account when you did the upgrades?

Also try editing the web address so that it says the name of the BES server rather than localhost

M@
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LVL 15

Expert Comment

by:jerseysam
ID: 36999424
Can also try changing name from localhost to IP.

Also sometime i have seen that you need to stop the DNS service in order to get the Blackberry services started. Not sure if that helps.
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LVL 15

Expert Comment

by:jerseysam
ID: 36999443
Did you do the install as BESAdmin?
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Accepted Solution

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cadnyc earned 0 total points
ID: 37003174
with countless hours with RIM. we finally found the issue. do not update java.

stay with java 6 update 18.
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Expert Comment

by:jerseysam
ID: 37005072
Nice lol
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Author Closing Comment

by:cadnyc
ID: 37074944
self solved. thank you
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